Technical Support Engineer

Role Overview

Work Location

• On site (5 days).

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 aligns with company procedures, quality standards, and health and safety requirements.
• Provide input on product performance, customer feedback, and field trends to 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

Compensation and Benefits

• Competitive compensation plus comprehensive benefits and programs.
• Equal opportunity employer.