Field Service Specialist

Field Service Specialist

Founded in Calgary, Alberta in 2001, CoolIT Systems is the leading Direct Liquid Cooling technology provider for data centers, supercomputers, and desktop computers. We design and manufacture solutions used by the largest tech companies globally. Recognized as one of "The Americas' Fastest Growing Companies 2023" by Financial Times and honored with the Deloitte Fast 50 Clean Technology award in 2022, as well as the Deloitte Fast 500 distinction in both 2021 and 2022, CoolIT's rapid growth is capturing global attention. As demand for generative AI, high performance computing and cloud solutions rapidly expands, there has never been a more exciting time to join our team. In this role, you will be responsible for deployments, maintenance, and field support of CoolIT products, ensuring every project meets our high standards of quality and industry best practices. Reporting to the Manager, Field Service Ops, you'll gain hands-on experience with innovative cooling technology while making a direct impact on our global customer base.

Responsibilities:

• Perform on-site and/or support remote installations of CoolIT products.
• Conduct preventative and corrective maintenance on direct liquid cooling (DLC) systems.
• Read and interpret blueprints and technical drawings where required.
• Provide technical support to ASP or End-User on-site technicians, including those managing Tier 3 and 4 data centers.
• Offer Plumbing and HVAC consultation to internal teams (e.g., Lab Technicians, Engineers, Product Managers, Sales, Production).
• Develop subject matter expertise in CoolIT's product portfolio.
• Deliver training to customers, service technicians, and internal staff (in-person or remotely).
• Follow established service processes to troubleshoot and resolve issues, coordinating with Authorized Service Providers as needed.
• Ensure compliance with relevant environmental, health, and safety regulations.
• Complete accurate service documentation, including reports and system testing records.
• Coordinate and dispatch field service visits with end-users and Authorized Service Providers.
• Support the Project Engineering team by sourcing and securing accurate quotations from Authorized Service Providers.

Basic Qualifications:

• Minimum 3 years' experience in a Service Specialist or equivalent technical role that has a solid understanding of project workflows and can manage aspects of projects.
• Journeyman Certification in pipe trades (Plumbing, HVAC, Steam Fitting etc.) with solid expertise in hydronics preferred.
• Strong knowledge and understanding of Technical Cooling System Loops including various loop configurations.
• Mission-critical environment experience is required.
• Proficient with various pipe materials and joining methods: plastic fusion, Victualic piping and corresponding clamping and torquing requirements.
• Skilled with Microsoft Office (Word, Outlook, Excel); able to document work according to established processes.
• Professional communication skills—verbal and written (English).
• Must hold a valid RealID compliant driver's license with a clear driving abstract and a valid passport (eligible for international travel and security checks).
• Capable of frequent heavy lifting (up to 150 lbs between two people) and working remotely in a suitable home setup.
• Able to travel up to 65% internationally (subject to restrictions).

Preferred Qualifications:

• Strong communication and presentation skills, particularly for training delivery and customer interaction.
• Mechanical/Electrical background with ability to understand control systems integration and an interest in high-level programming logic.
• Experience in various software platforms for FSM and others (e.g.: NetSuite, SAP, etc.).

Skills:

• Mechanically inclined with hands-on technical ability.
• Highly adaptable to shifting priorities in fast-paced environments.
• Strong organizational, interpersonal, and customer service skills.
• Effective in both independent work and remote/virtual troubleshooting scenarios.
• Takes ownership and pride in work; committed to high standards of service and professionalism.

We strive to be an employer of choice and as such we believe in rewarding our employees with career and development opportunities that will maintain and strengthen our culture while aligning to our vision and values. We are a company that is full of vibrant, innovative people who love what we do. Our comprehensive benefits package includes:

• Vacation and flex days, and paid company-wide shutdown during the holiday season.
• Comprehensive benefits including Dental, Drugs, Optical, Paramedical and Health Spending. These costs are covered by CoolIT and are enacted from your first day.
• Dress for your day – in a casual yet professional environment.
• Retention rewards like "The Big Coffee Break" that reward tenure with additional vacation time and a monetary bonus.
• Employee ownership program.

We thank every candidate in advance, however, only those selected for an interview will be contacted.

Successful candidates for this position will be required to undergo background checks including criminal records check and education.