Customer Support Controls Specialist

Paycom; Dayton (MN); On-site; USD 80,000 - 110,000; Full time

Benefits offered by this job

Medical plan

Vision plan

Dental plan

401k matching

Job summary

Gradian is seeking a Customer Support Controls Specialist to deliver high-quality technical support for mission-critical HVAC and liquid cooling systems. You will diagnose issues, coordinate service activities, and work with cross-functional teams to improve product reliability.

Role requires technical training in HVAC or equivalent experience, comfort with remote support tools, and willingness to travel up to 20% to field sites. Join a people-first culture delivering critical cooling solutions.

Qualifications

• Experience working with electronic control systems and HVAC controls.
• Strong technical communication skills for customer-facing support.
• Comfort with remote and onsite support workflows.

Responsibilities

• Provide hands-on diagnostic support for HVAC and liquid cooling systems.
• Analyze real-time system data, trends, and alarm logs.
• Modify controls logic, setpoints, and schedules to resolve issues.
• Coordinate service activities and support onsite visits as needed.
• Assist with warranty-related service activities and root-cause investigations.

Skills

Electronic control systems experience

HVAC systems knowledge

Technical communication

Customer service orientation

Education

Technical degree or HVAC training

Tools

Microsoft Office Suite

Remote support tools

Job description

Gradian is an engineering-led, full-line thermal solutions partner serving data center and other mission-critical, commercial, and industrial markets. Headquartered in Maple Grove, MN, with additional facilities across North America, we design and manufacture liquid cooling systems, air handling equipment, heat rejection units, and modular, factory-assembled thermal management solutions.Gradian was founded through the unification of four complementary, established brands: MAS HVAC, Daedex, DeepCoolAI, and EcoChillers. Together, we act as a single-source provider, deploying cooling technologies as scalable systems optimized for efficiency, spatial constraints, and overall performance. With a vertically integrated engineering and manufacturing model, we pair rapid design turnaround with precision fabrication, so customers can move faster on complex projects where reliability, timeline, and quality all matter.Why work hereAt Gradian, you'll work alongside others who get genuinely fired up by complex problems, see your work go from first sketch to job site in weeks, not years, and know that while we're developing the technologies critical for AI infrastructure to scale, our culture remains people-first by design.It is core to our identity that we operate as one team — driving to win together, energizing others, and building lasting relationships that make the work fun and rewarding.Position SummaryThe Customer Support Controls Specialist supports Gradian’s product lines, helping deliver high-quality technical support to mission-critical markets including data centers, battery plants, and semiconductor manufacturing facilities.This role serves as a key technical resource for customers and internal teams by providing hands-on diagnostic support, coordinating service activities, and ensuring timely, accurate resolution of technical and warranty-related issues. The Customer Support Controls Specialist works closely with the Quality team and cross-functional partners to deliver consistent, professional customer experience and support continuous product and service improvement with a goal of resolving customer issues quickly and accurately to drive customer satisfaction.The Customer Support Controls Specialist works with liquid coolant distribution units and HVAC systems and components, including but not limited to: enthalpy and sensible plate heat exchangers, energy recovery wheels, gas and electric heaters, hot water coils, chilled water coils, DX coils, filter racks, control dampers, fan array systems, and coolant distribution units.Key ResponsibilitiesCustomer & Technical SupportSupport semi-complex control systems integrating hardware and software both remotely and onsiteProvide technical troubleshooting expertise for HVAC and liquid cooling systems, primarily but not limited to control systemsCommunicate professionally with customers via phone, email, and textAnalyze real-time system data, trends, and alarm logs remotelyModify controls logic, setpoints, and schedulesAct as the primary virtual support contact during critical eventsHandle escalated cases and collaborate with senior expertsSupport root-cause investigations and escalationsProvide guidance during service calls and follow-upsAssist with warranty-related service activitiesCoordinate service activities to minimize downtimeSupport onsite service visits as neededMaintain accurate records in the case management systemTraining & Continuous Improvement SupportSupport development of technical training materialsParticipate in technical training sessionsProvide feedback to engineering, quality, and manufacturing teamsCross-Functional CollaborationWork closely with sales, engineering, quality, and manufacturingShare field insights and lessons learnedParticipate in technical projects and process improvement initiativesQualifications & RequirementsRequiredMust have demonstrated experience working with electronic control systemsTechnical degree, HVAC training, or equivalent hands-on experienceStrong working knowledge of HVAC systemsProfessional technical communication skillsStrong customer service orientationComfort with remote support tools and workflowsProficiency in Microsoft Office SuitePreferredWarranty or post-installation service experienceMission-critical HVAC or liquid cooling exposureTravel RequirementsMay travel up to 20% to support field operations, customer sites, training, and warranty-related activitiesBenefits:Medical, vision, and dental plansShort-term and long-term disability insuranceGroup term life insurance coverageHSA, FSA, and Dependent Care plans available8 paid holidays, 4 floating holidays, and generous PTO policy401k matchingCompany paid eventsAnnual safety shoe allowanceEducation assistance programEEO Statement:Gradian is committed to creating a diverse and inclusive workplace where all individuals are treated with respect and dignity. We provide equal employment opportunities to all employees and applicants without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, marital status, veteran status, political affiliation, or any other legally protected status.Employment decisions at Gradian are based on merit, qualifications, and business needs. We prohibit discrimination and harassment of any kind and actively promote a culture of fairness, equity, and opportunity.We also provide reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs, practices, or observances, in accordance with applicable laws.