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 information. Ability to read electrical schematics, product drawings, and technical specifications. Working knowledge of single-phase and three-phase electrical systems. Familiarity with pumps, heat exchangers, controls, sensors, valves, actuators, and fluid systems. Strong customer service, communication, and documentation skills. Ability to explain technical instructions clearly to individuals with varying levels of experience. Ability to manage multiple cases and priorities effectively. Sound technical judgment and the ability to recognize when an issue requires escalation. Ability to work independently and collaboratively in a technical support environment. What qualifications will make you successful? Associate degree or technical training in HVAC/R, electrical, mechanical, controls, electronics, or a related discipline preferred, or an equivalent combination of education and relevant experience. 3+ years of experience in HVAC/R, field service, technical support, or a similar technical troubleshooting role preferred. Experience troubleshooting electrical and mechanical equipment and reading electrical schematics. Experience with HVAC/R and single-phase and three-phase power. Liquid cooling, mission-critical cooling, or data center experience is preferred. Experience with CRM, case management, or service management systems is a plus. Work location and travel You will report to the Technical Support Manager. This is an office-based position in Buffalo, NY, with regular attendance at the Buffalo facility required. Technical support is primarily provided from the Buffalo office through phone, email, and the Case Management/CRM system. Occasional travel to customer sites or other company locations may be required for field exposure, product familiarization, training, and technical development. This position is not intended to provide routine onsite service or field escalation coverage. Travel is expected to be up to approximately 25% annually. You must submit an online application to be considered. Applications will be accepted on an ongoing basis until the position is filled. 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 54,400 - USD 81,600 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 Our Total Rewards package outlines all the benefits and support you’ll enjoy as part of the Schneider Electric team: 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. 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