Core - Cooling Technical Support Specialist

Role at a glance: Support customers and field technicians from the Buffalo office through phone, email, and the Case Management/CRM system.

Occasional travel is for field exposure and technical development, not routine field service or onsite escalation coverage.

About the role

The Core - Cooling Technical Support Specialist provides technical support for mission-critical liquid cooling systems from our Buffalo, NY facility.

In this role, you will support customers, field service technicians, and internal teams through phone, email, and our Case Management/CRM system.

You will help troubleshoot equipment issues, manage technical support cases, identify required parts, verify service coverage, and coordinate with the appropriate teams when additional support is needed.

This is an office-based technical support role, not a field service position.

Occasional travel provides opportunities for hands-on product experience, field exposure, and technical training.

What will you do?


* Provide technical support to customers and field service technicians by phone, email, and through the Case Management/CRM system.



* Receive, create, document, and triage technical support cases.



* Review equipment serial numbers and case history to identify existing or related cases.



* Verify customer entitlement and SLA status to determine applicable support and parts coverage.



* Troubleshoot liquid cooling and electro-mechanical equipment using alarms, operating data, electrical schematics, drawings, and information provided from the field.



* Guide customers and technicians through logical troubleshooting steps and corrective actions.



* Identify parts and components required to support equipment repairs.



* Escalate complex technical issues to Advanced Technical Support, Engineering, Quality, or other appropriate resources.



* Coordinate with Dispatch when field service support is required and provide the case details and technical information needed for an effective handoff.



* Maintain clear and accurate case notes, customer communications, troubleshooting details, and status updates.



* Contribute to Knowledge Articles, troubleshooting guides, service bulletins, and other technical documentation.



* Collaborate with Dispatch, Field Service, Advanced Technical Support, Engineering, Quality, Training, Sales, and other internal teams.



* Participate in occasional site visits and hands-on training opportunities to strengthen product knowledge and troubleshooting skills.



* Maintain knowledge of current and new liquid cooling products.

What skills and capabilities will make you successful?


* Strong technical troubleshooting and problem-solving skills.



* Knowledge of liquid cooling, HVAC/R, electro-mechanical equipment, controls, or similar technical systems.



* Ability to troubleshoot equipment remotely by asking effective diagnostic questions and interpreting technical infor...