Customer Support Controls Specialist

MAS creates custom-engineered thermal management solutions for markets that thrive on flexibility, creativity, and bold ideas. From humble beginnings to becoming an emergent multi‑brand manufacturing leader, we’ve grown by bringing in great people and empowering them to do great work.At MAS, we believe innovation happens when everyone contributes, diversity of thought is celebrated, and people feel supported in their growth. We take pride in working hard together—tackling challenges, solving problems, and having fun along the way. As we expand into both emerging and mission-critical industries, we stay committed to delivering efficient, competitive, and sustainable heating and cooling technologies. And throughout your career here, you will have the chance to directly shape the foundation for what's next in our industry.Position SummaryThe Customer Support Controls Specialist supports MAS’s Daedex and DeepCoolAI 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 Customer Technical Support Manager 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:MAS HVAC 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 MAS HVAC 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. #J-18808-Ljbffr Mas Hvac Inc