Field Service Specialist

About CoolIT Systems Inc.

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.

Role

WHAT YOU'LL DO:

We're looking for a skilled and motivated Field Service Specialist to support our global customer base. In this role, you'll take the lead on deployments, maintenance, and field support for CoolIT's cutting-edge cooling solutions, ensuring every project meets the highest standards of quality and industry best practices. Reporting to the Manager of Field Service Operations, you'll gain hands-on experience with innovative technology while making a meaningful impact on customers worldwide.

Responsibilities

• Perform on-site and remote installations of CoolIT products.
• Conduct preventative and corrective maintenance on Direct Liquid Cooling (DLC) solutions.
• Assemble and prepare off-site spools and piping equipment.
• Interpret and work from technical blueprints.
• Provide remote technical support to on-site service specialists and end-users.
• Offer plumbing and HVAC consultation to internal team members and serve as a subject matter expert for field-related inquiries.
• Develop in-depth knowledge of CoolIT's unique product line.
• Deliver in-person and remote training sessions for customers, technicians, and colleagues.
• Follow Professional Services processes to troubleshoot, mitigate, and resolve issues on-site, leveraging CoolIT's Authorized Service Providers when necessary.
• Ensure compliance with all internal and external requirements, including environmental, health, and safety standards.
• Complete detailed service reports, system testing documentation, and other service-related paperwork in accordance with Professional Services procedures.
• Coordinate and dispatch on-site service visits with end-users and Authorized Service Providers.

WHO YOU ARE:

Basic Qualifications

• Minimum 5 years of experience as a Service Specialist or in a similar technical role.
• Professional demeanor combined with strong hands-on technical skills.
• Experience in mission-critical environments preferred.
• Demonstrated ownership and accountability for delivering high-quality work.
• Adaptable and flexible, comfortable with evolving responsibilities as the company grows.
• Proficiency in Microsoft Office applications.
• Ability to travel internationally and meet all security clearance requirements.
• Valid driver's license with a clean driving record.
• Physical capability to perform frequent heavy lifting (up to 150 lbs with assistance).
• Ability to work independently, including managing critical service calls confidently.
• Strong remote support and virtual troubleshooting skills to assist on-site technicians.
• Willingness to travel up to 50% as required.

Preferred Qualifications

• Strong communication and presentation skills, with the ability to deliver clear, engaging training sessions and provide concise reporting to customers.
• Hands-on experience with pipe installation and joining, utilizing appropriate methods for various pipe materials.
• Foundational electrical knowledge, including the ability to understand control systems and a willingness to learn advanced system logic.
• Familiarity with hydronic heating and cooling systems, with practical knowledge of their components and operation.

Skills

• Excellent interpersonal, organizational, and communication skills — both verbal and written.
• Proactive and detail-oriented, with a strong commitment to accuracy and quality.
• Quick learner with adaptability, eager to navigate new technical environments and gain in-depth knowledge of CoolIT's products and services.
• Thrives in dynamic settings, effectively managing shifting priorities, evolving strategies, and urgent requests.
• Mechanical aptitude with a hands-on approach to technical tasks.
• Customer-focused mindset, delivering exceptional service and support.
• Balanced skill set combining professional office expertise with practical, technical capabilities.

WHY COOLIT?

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.