About this role
Role Overview
- Respond to alarms, calls, and tickets; validate mode, temperatures, flow, and unit status
- Capture trends, screenshots, and event timelines
- Execute approved runbook actions and stabilization steps
- Escalate potential SOO or efficiency concerns with evidence, not speculation
- Support EU CX as needed (time-zone coverage, coordination, data collection, escalation assistance)
- Overrides are permitted only when explicitly approved by the Director of Technical Service or Manager, Technical Support Operations
- All overrides must be documented, time-bound, and reviewed post-action
- No control tuning without approval
- Accurate, timely data capture that enables fast decisions
- Disciplined escalation with complete context
- Safe execution under pressure with minimal rework
- Travel required during the training period
Requirements
- HVAC technical school
- 2–4 years supporting HVAC, controls, or mission-critical systems.
- Basic understanding of chilled water systems and control fundamentals
- Ability to follow runbooks and escalation procedures precisely
- Comfortable in a 24/7 support environment; strong documentation habits.
Benefits
- A fast-paced, entrepreneurial culture focused on innovation.
- A flexible, autonomous work environment.
- A culture of respect, learning and excellence.
- Experienced, highly talented experts as team peers.
- Growth and travel opportunities.
- A team of change-makers having a significant impact on people and the planet.