Technical Support Expert Data Centers Cooling

The Expert in Technical Support - Data Center Cooling Systems is a critical role responsible for providing expert-level technical support, troubleshooting, and knowledge leadership within the Services Line of Business.

This role focuses on ensuring optimal performance and reliability of data center cooling equipment and systems.

The Expert will act as a Level 3 escalation point for complex technical issues, coming from field services, partners, and Level 2 support, and drive continuous improvement in service quality.

This position also leads technical content development for service representative tools and fosters a strong knowledge-sharing network among technical experts.

If you're openminded and your mindset is oriented to help others, you'll be welcome!

Responsibilities:

Expert Technical Support & Troubleshooting:


* Provide expert-level technical support for data center cooling equipment and systems, including but not limited to chillers, CRAC/CRAH units, cooling towers, and associated control systems.


* Diagnose and resolve complex technical issues reported from customer sites, field services, partners, and L2 support.


* Conduct remote and on-site troubleshooting as needed, utilizing advanced diagnostic tools and techniques.


* Escalate critical issues to engineering or vendor support as required, while maintaining ownership of resolution.


* Provide direct technical support to customers as needed, particularly for critical or escalated issues.


* Maintain a strong understanding of customer needs and expectations.


* Actively participate in customer feedback loops to improve service offerings.

Field Services & Partner Enablement:


* Provide technical guidance and support to field service representatives and partners, enabling them to effectively resolve customer issues.


* Develop and deliver technical training and knowledge transfer sessions to enhance the capabilities of field services and partners.


* Assist in developing and refining service procedures and best practices.

Service Quality Improvement:


* Analyze service data and customer feedback to identify recurring technical issues and areas for improvement.


* Develop and implement solutions to enhance service quality, reduce downtime, and improve customer satisfaction.


* Participate in root cause analysis investigations and implement corrective and preventive actions.

Knowledge Management & Content Development:


* Lead the development and maintenance of technical knowledge content for service representative tools, including troubleshooting guides, technical bulletins, and best practice documents.


* Ensure technical content is accurate, up-to-date, and easily accessible to field services, partners, and L2 support.


* Create and maintain a comprehensive knowledge base of data center cooling systems and troubleshooting techniques.

Expert Network Leadership:


* Build and lead a network of technical experts...