Advanced- Cooling Technical Support Specialist

Schneider Electric; Buffalo (NY); Remote; USD 86,000 - 130,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

Basic life insurance

Flexible work arrangements

15 days PTO + 12 holidays

401(k) with matching

Job summary

Schneider Electric is seeking an Advanced - Cooling Technical Support Specialist to deliver expert troubleshooting for mission-critical liquid cooling systems in data centers. You will work remotely from the U.S., collaborating across technical teams to diagnose issues, guide field personnel, and improve support documentation and training.

You will handle complex root-cause analysis, participate in on-call rotations, and stay current with evolving liquid cooling technologies to service

Qualifications

• Associate degree or technical training in HVAC/R or related field.
• 5+ years in technical support or mission-critical cooling environments.
• Experience reading electrical schematics and working with single-/three-phase power.
• Experience with liquid cooling or data-center cooling systems.

Responsibilities

• Serve as an advanced technical resource for mission-critical liquid cooling systems.
• Own complex issues and escalations requiring deeper troubleshooting and product knowledge.
• Provide remote guidance and diagnostics to customers and field personnel.
• Document troubleshooting and case activity in the Case Management/CRM system.
• Create and improve knowledge articles and service documentation.
• Participate in a 24/7/365 on-call rotation for after-hours support.

Skills

HVAC/R expertise

Advanced troubleshooting

Liquid cooling

Root-cause analysis

Remote diagnostics

Electrical schematics

CRM / case management

Education

Associate degree or technical training

Tools

CRM systems

Job description

Help solve the cooling challenges behind AI and high-performance computing. This role is designed for accomplished HVAC/R, controls, chiller, or liquid cooling professionals who are known for solving the problems that are not obvious.

About The Role

Bring your HVAC, refrigeration, controls, chiller, or liquid cooling expertise to one of the fastest-evolving areas of the cooling industry.

As an Advanced - Cooling Technical Support Specialist, you will provide advanced technical support for mission-critical liquid cooling systems operating in demanding data center environments. You will help customers and technical teams solve complex issues while developing deep expertise in the cooling technologies supporting AI and high-performance computing.

This is a U.S.-based remote position focused on advanced troubleshooting, root-cause analysis, and technical guidance. You will collaborate with Core Technical Support, Field Service, Engineering, Quality, and other teams to drive challenging technical issues toward resolution.

Beyond resolving cases, you will help strengthen the broader support organization by improving troubleshooting practices, sharing technical knowledge, supporting training, and influencing service documentation and processes.

What will you do?

• Serve as an advanced technical resource for mission-critical liquid cooling systems.
• Take ownership of complex technical issues and escalations requiring deeper troubleshooting and product knowledge.
• Support customers, Core Technical Support, and Field Service personnel with advanced diagnostics and issue resolution.
• Analyze alarms, operating data, electrical schematics, system performance, case history, and technical documentation to identify root causes and corrective actions.
• Use the Case Management/CRM system extensively to document troubleshooting, manage case activity, communicate updates, track ownership, and maintain accurate records through resolution.
• Provide remote technical guidance to customers and field personnel performing fault isolation and troubleshooting of liquid cooling and electro-mechanical systems.
• Provide technical guidance for system startup, commissioning, and deployment activities.
• Identify parts and components needed to support equipment repairs and technical resolution.
• Collaborate with Core Technical Support, Dispatch, Field Service, Engineering, Quality, Training, and Sales to resolve customer and product issues.
• Create and improve Knowledge Articles, troubleshooting guides, service bulletins, procedures, and other technical documentation.
• Use lessons learned from real-world issues to recommend improvements to products, manuals, troubleshooting methods, and support processes.
• Support technical training for customers, Technical Support teams, and Field Service personnel.
• Maintain expertise in new products, known issues, and evolving liquid cooling technologies.
• Participate in occasional customer site or company facility visits for product exposure, training, technical observation, or complex issue support when appropriate.
• Participate in a 24/7/365 on-call rotation to provide advanced after-hours technical support when scheduled.

What will make you successful?

You are likely a strong fit if you are the person others turn to when the answer is not obvious. You bring:

• Strong HVAC/R, refrigeration, chiller, liquid cooling, mission-critical cooling, or related technical expertise.
• Advanced troubleshooting skills and a methodical approach to complex problems.
• The ability to look beyond an alarm or symptom and work toward the underlying root cause.
• Strong knowledge of electrical and electro-mechanical systems, including single-phase and three-phase power.
• The ability to confidently read and interpret electrical schematics, technical drawings, sequences of operation, and technical specifications.
• Familiarity with pumps, heat exchangers, controls, sensors, valves, actuators, and fluid systems.
• The ability to troubleshoot remotely by asking the right technical questions and turning field information into an effective troubleshooting path.
• Strong technical judgment, including when to involve Engineering, Quality, or other specialized resources.
• Strong written, email, and verbal communication skills, with the ability to explain complex technical concepts clearly to customers and technicians with different experience levels.
• Strong documentation and case-management habits, with the ability to work extensively in a Case Management/CRM system, manage multiple priorities, and maintain ownership through resolution.
• The ability to work independently in a remote environment while collaborating closely across technical teams.
• Availability to participate in a 24/7/365 on-call rotation, including nights, weekends, and holidays when scheduled.

What qualifications will make you successful?

• Associate degree or technical training in HVAC/R, refrigeration, electrical, mechanical, controls, electronics, or a related discipline preferred, or an equivalent combination of education and relevant technical experience.
• 5+ years of experience in technical support, HVAC/R, mission-critical cooling, Field Service, or a similar advanced technical troubleshooting role.
• Demonstrated experience troubleshooting electrical, mechanical, controls, and electro-mechanical systems.
• Experience reading and interpreting electrical schematics and working with single-phase and three-phase electrical systems.
• Experience with liquid cooling, chillers, or mission-critical cooling systems is highly desirable.
• Experience supporting data centers or other mission-critical environments is preferred.
• Advanced technical support, complex troubleshooting, or technical escalation experience is preferred.
• Experience with CRM, case management, or service management systems is a plus.

Work location, travel, and schedule

You will report to the Technical Support Manager.

This is a U.S.-based remote position, with the majority of technical support provided through phone, email, the Case Management/CRM system, and other technical support tools.

Occasional travel to customer sites or company facilities may be required for product exposure, training, technical observation, or complex issue support. This position is not intended to provide routine Field Service or preventive maintenance coverage.

Travel may be required up to approximately 25% annually.

This position participates in a 24/7/365 on-call rotation, providing advanced after-hours technical support when scheduled.

At Schneider, we believe that every employee is a talent who deserves equal opportunities. This means you matter. Every individual needs to feel valued, supported, and treated fairly to do their best work.

Our Total Rewards is our way of saying: "We see you. We value you". It’s more than just pay and benefits- it’s a meaningful investment in you. It is designed for you to perform, grow, feel safe, and elevate your potential to shine as an impact maker.

For this U.S. based position, the expected pay range is USD 86,400 - USD 129,600 per year. This pay range includes base pay and short-term incentives. The compensation range for this full-time position applies to candidates located within the United States. Our pay ranges are determined by reviewing roles of similar responsibility and level. Within the pay range, individual pay is determined by several factors including performance, knowledge, job-related skills, experience, and relevant education or training.

Schneider Electric is there when it matters most to you

• Care for Yourself and Your Family. We ensure you feel secure with benefits that help you and your family thrive: medical (with member reward points), dental, vision, and basic life insurance, Benefit Bucks, flexible work arrangements, paid family leaves, well-being programs, 12 holidays per year, and 15 days of paid time off per year.
• Invest and Plan Your Future. We help you plan and invest for the future with competitive pay and programs including base salary, incentives, company share ownership, and 401(k) with match.
• Grow Your Skills and Career. We support development through performance discussions, global opportunities, the Schneider Career Hub, and learning platforms like Coursera.
• Team Up in the Workplace. We encourage collaboration, recognition, sharing your voice, and an inclusive workplace.
• Support Your Community. We make a difference through volunteer leave, programs with the Schneider Electric Foundation, youth education initiatives, and military leave benefits.

If you believe this job posting is not compliant with applicable state pay transparency laws in the U.S., please notify the Company as soon as possible upon discovery by completing this form Job Posting Compliance Form.

Looking to make an IMPACT with your career?

When you are thinking about joining a new team, culture matters. At Schneider Electric, our values and behaviors are the foundation for creating a great culture to support business success. We believe that our IMPACT values - Inclusion, Mastery, Purpose, Action, Curiosity, Teamwork - starts with us.

IMPACT is also your invitation to join Schneider Electric where you can contribute to turning sustainability ambition into actions, no matter what role you play. It is a call to connect your career with the ambition of achieving a more resilient, efficient, and sustainable world.

We are looking for IMPACT Makers; exceptional people who turn sustainability ambitions into actions at the intersection of automation, electrification, and digitization. We celebrate IMPACT Makers and believe everyone has the potential to be one.

€40 billion global revenue

+9% organic growth

150 000+ employees in 100+ countries

Schneider Electric aspires to be the most inclusive and caring company in the world, by providing equitable opportunities to everyone, everywhere, and ensuring all employees feel uniquely valued and safe to contribute their best. We mirror the diversity of the communities in which we operate, and ‘inclusion’ is one of our core values. We believe our differences make us stronger as a company and as individuals and we are committed to championing inclusivity in everything we do.

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