Customer Support Engineer

Overview

Industry-leading manufacturer of highly customized industrial process cooling systems is seeking a Service Engineer to join a growing team. This role serves as a key technical resource responsible for supporting customers, troubleshooting equipment issues, coordinating field service activities, and ensuring maximum equipment uptime.

Job Duties

• Diagnose and resolve equipment issues including low fluid levels, refrigerant leaks, pressure transducer failures, pump and motor issues, and other refrigeration, electrical, or fluid system problems.
• Monitor remote equipment alerts, incoming emails, and customer phone calls to ensure timely response to service requests.
• Provide remote technical support to customers by phone and email.
• Cook up and dispatch third-party HVAC service technicians for field service events.
• Aid field technicians with troubleshooting and resolving equipment issues during on-site service visits.
• Cook up and deliver replacement parts to customer locations.
• Prepare and deliver service reports to customers as requested.
• Communicate and escalate critical service events to internal teams and external stakeholders.
• Provide technical support to internal departments to maximize equipment performance and uptime.
• Collaborate with engineering teams to improve equipment design and serviceability.

Qualifications

• Bachelor's degree in Engineering required.
• 1-3 years of engineering experience; must have HVAC or refrigeration industry experience.
• Strong technical aptitude with excellent troubleshooting abilities.
• Demonstrated critical thinking and analytical problem-solving skills.
• Proven experience working with ERP systems.
• Professional customer service and communication skills.
• Strong organizational skills with the ability to manage multiple projects simultaneously.
• Proficient computer skills and attention to detail.
• Comfortable working in a fast-paced, customer-focused environment.