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 Summary

The 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 Responsibilities 

Customer & Technical Support 

• Support semi-complex control systems integrating hardware and software both remotely and onsite 

• Provide technical troubleshooting expertise for HVAC and liquid cooling systems, primarily but not limited to control systems

• Communicate professionally with customers via phone, email, and text 

• Analyze real-time system data, trends, and alarm logs remotely 

• Modify controls logic, setpoints, and schedules 

• Act as the primary virtual support contact during critical events 

• Handle escalated cases and collaborate with senior experts 

• Support root-cause investigations and escalations 

• Provide guidance during service calls and follow-ups 

• Assist with warranty-related service activities 

• Coordinate service activities to minimize downtime 

• Support onsite service visits as needed 

• Maintain accurate records in the case management system 

Training & Continuous Improvement Support 

• Support development of technical training materials 

• Participate in technical training sessions 

• Provide feedback to engineering, quality, and manufacturing teams 

Cross-Functional Collaboration 

• Work closely with sales, engineering, quality, and manufacturing 

• Share field insights and lessons learned 

• Participate in technical projects and process improvement initiatives 

Qualifications & Requirements 

Required 

• Must have demonstrated experience working with electronic control systems
• Technical degree, HVAC training, or equivalent hands-on experience 

• Strong working knowledge of HVAC systems 

• Professional technical communication skills 

• Strong customer service orientation 

• Comfort with remote support tools and workflows 

• Proficiency in Microsoft Office Suite 

Preferred 

• Warranty or post-installation service experience 

• Mission-critical HVAC or liquid cooling exposure 

Travel Requirements 

• May travel up to 20% to support field operations, customer sites, training, and warranty-related activities 

Benefits:

• Medical, vision, and dental plans
• Short-term and long-term disability insurance
• Group term life insurance coverage
• HSA, FSA, and Dependent Care plans available
• 8 paid holidays, 4 floating holidays, and generous PTO policy
• 401k matching
• Company paid events
• Annual safety shoe allowance
• Education assistance program

EEO 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.