Technical Support Engineer

Key Responsibilities

Provide advanced technical support for ICS Cool Energy equipment, systems, and applications.

Diagnose and resolve complex technical issues related to cooling, heating, refrigeration, and temperature control systems.

Support service engineers, sales teams, and customers with product troubleshooting and technical guidance.

Act as an escalation point for high-priority or technically challenging service cases.

Review system performance data, fault logs, and service reports to identify root causes and recommend corrective actions.

Collaborate with engineering, operations, and service teams to resolve recurring product or field issues.

Assist in commissioning support, maintenance planning, and system optimization recommendations.

Develop and maintain technical documentation, troubleshooting guides, service bulletins, and knowledge base materials.

Deliver technical training and product support to internal teams and, where appropriate, to customers.

Support continuous improvement initiatives focused on reliability, service response, and technical capability.

Ensure all work is carried out in alignment with company procedures, quality standards, and health and safety requirements.

Provide input on product performance, customer feedback, and field trends to help improve service and product offerings.

Required Qualifications

Significant experience in technical support, field service, or engineering support within HVAC, cooling, refrigeration, or temperature control industries.

Strong understanding of chiller systems, refrigeration principles, fluid cooling systems, and related controls.

Experience troubleshooting electrical, mechanical, and control-related issues in industrial or commercial equipment.

Ability to interpret technical drawings, wiring diagrams, P&IDs, and service documentation.

Strong analytical and problem-solving skills with a structured approach to fault diagnosis.

Excellent written and verbal communication skills.

Ability to manage multiple priorities and work effectively across cross-functional teams.

Proficiency with service reporting systems, CRM/service management tools, and Microsoft Office applications.

Preferred Qualifications

Experience supporting rental cooling equipment, process cooling systems, or temporary temperature control solutions.

Familiarity with remote monitoring, telemetry, or connected service technologies.

Knowledge of customer applications in industrial, manufacturing, pharmaceutical, food and beverage, or commercial environments.

Professional certifications related to HVAC, refrigeration handling, or technical service.

Experience mentoring junior engineers or support team members.

Key Competencies

Technical expertise

Customer focus

Root cause analysis

Problem solving

Collaboration

Communication

Accountability

Continuous improvement

Safety awareness

Decision making

We offer competitive compensation and comprehensive benefits and programs. We are an equal opportunity employer; all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, pregnancy, age, marital status, disability, status as a protected veteran, or any legally protected status.