Product Service Engineer

WHO ARE WE? XNRGY Climate Systems is a North American leader in the sustainable design and advanced manufacturing of custom air-handling and liquid-cooling systems. With decades of HVAC engineering and manufacturing expertise, XNRGY delivers innovative, energy-efficient solutions for mission-critical industries, including hyperscale and modular data centers, healthcare, life sciences, semiconductors, and advanced manufacturing. XNRGY is building and expanding its mission-critical service function to support its growing installed base of liquid-cooling and chiller products. As part of this growth, XNRGY is seeking an experienced Product Service Engineer to own the technical content connecting our factory, engineering teams, and field operations. THE ROLE The Product Service Engineer is the accountable owner of XNRGY’s field-facing technical content for its liquid-cooling and mission-critical chiller product range. This includes startup procedures, installation, operation, and maintenance manuals; service bulletins; fault-code references; software and firmware compatibility matrices; field change notices; and related technical instructions. This position serves as the technical bridge between the factory and the field. The successful candidate will have the engineering depth to challenge and collaborate with product engineers and the field credibility to provide guidance that technicians can rely on under demanding site conditions. The Product Service Engineer will review warranty claims and field failures, identify recurring failure modes, and translate those findings into documentation and processes that improve future equipment performance, reliability, and serviceability. This is an individual-contributor role focused on technical authoring, failure analysis, and product support. It is not a people-management or field-service scheduling position. The Product Service Engineer will not manage technicians or maintain startup schedules, although travel to customer sites will be required when complex failures, first-of-type startups, or technical validation warrant direct involvement. The successful candidate will inherit a well-advanced draft technical library rather than begin with a blank page. This individual will establish permanent ownership, formal engineering approval, and disciplined revision control for field-facing technical content throughout the chiller lifecycle—from factory release through the end of warranty. WHAT YOU WILL DO TECHNICAL CONTENT OWNERSHIP - Author and maintain startup procedures, installation, operation, and maintenance literature; service bulletins; field change notices; and technical instructions for the assigned product range. - Own the consolidated fault-code reference across the chiller controller, compressor controller, and drive. - Develop diagnostic paths for each fault family and distinguish between faults caused by a subsystem and those merely reported by it. - Maintain software and firmware compatibility matrices by release, including backup, restoration, and update procedures for each control tier. - Own required-tool lists, calibration requirements, machine-specific lockout/tagout procedures, and energy-source registers. - Produce technically accurate, practical documentation designed for competent field technicians working under real-world site conditions. - Establish and maintain formal approval, release, and revision-control processes for field-facing technical documentation. FAILURE ANALYSIS AND CONTINUOUS IMPROVEMENT - Analyze warranty claims and field-service reports to identify recurring failure modes. - Distinguish product-related failures from installation, application, site, or service-execution issues. - Own the root-cause analysis process for field failures, including the 8D or equivalent methodology and the evidence checklist completed by technicians at the point of failure. - Escalate confirmed product issues to Product Engineering with an evidence package sufficient to support design, software, manufacturing, or supplier changes. - Track escalated product issues through resolution. - Own the return material authorization process, including the RMA request form, process flow, evidence requirements, and rejection-reason list. - Make or support warranty-applicability determinations in contested or technically complex cases. - Incorporate field findings into future documentation revisions so the technical library reflects actual equipment performance and service experience. ENGINEERING AND CROSS-FUNCTIONAL COLLABORATION - Obtain formal Product Engineering approval for sequences of operation, safeties and interlocks, torque and alignment specifications, charging procedures, and allowable operating envelopes. - Represent the field-service perspective during new-product introduction reviews. - Help ensure that required documentation and training deliverables are complete before the first commercial shipment. - Provide technical source material and review support to the Technical Writer. - Support the Advanced Trainer by validating the technical accuracy of instructional materials. - Provide second-line technical support to Service and Commissioning Managers for escalations that field teams cannot resolve. WHAT YOU BRING EDUCATION - A degree in mechanical, electrical, mechatronics, or a related engineering discipline; or - An equivalent combination of trade qualifications and demonstrated engineering-level competence. A strong field engineer without a degree may be considered. Candidates must possess direct field experience in addition to the required technical knowledge. EXPERIENCE - Eight or more years of experience in commercial HVAC or industrial refrigeration. - Direct field exposure to chiller startup, commissioning, and failure investigation. - Hands-on experience working with equipment in the field, not solely in design reviews or office-based engineering environments. PRODUCT KNOWLEDGE Strong knowledge of air-cooled centrifugal and air-cooled screw chillers, including: - Compressor operating principles - Surge and surge avoidance - Bearing systems - Networking equipment and instrumentation - Compressor operating envelopes - Refrigerant-side troubleshooting on large systems CONTROLS AND INTEGRATION - Fluency in chiller-level and plant-level controls, sequences of operation, and diagnosis using trend and alarm data. - Ability to review a sequence of operations and identify conditions that may prevent the intended system behavior. - Experience with Modbus RTU and TCP, BACnet MS/TP and IP, and EtherNet/IP. - Experience with point mapping and integration troubleshooting involving building-management or power-monitoring systems. ELECTRICAL AND MECHANICAL TROUBLESHOOTING - Knowledge of power electronics and variable-frequency drives. - Knowledge of low- and medium-voltage electrical distribution. - Ability to troubleshoot using electrical schematics, control drawings, and piping and instrumentation diagrams. TECHNICAL WRITING - Demonstrated ability to create clear, accurate technical documentation intended for field use. - Ability to translate complex engineering information into instructions technicians can apply under real-world site conditions. - Candidates will be asked to provide or complete a technical-writing sample. This is a firm requirement of the position. FAILURE ANALYSIS - Practical experience applying structured root-cause analysis methodologies—such as 8D, fault-tree analysis, five-whys, or an equivalent approach—to actual equipment failures. - Ability to use evidence and technical reasoning rather than treating root-cause analysis as a template-completion exercise. PREFERRED QUALIFICATIONS - Experience with oil-free magnetic-bearing or bump-foil-bearing centrifugal compressors. - Previous OEM product-support, applications-engineering, or factory-service-engineering experience. - Data-center or mission-critical experience, including formal commissioning processes. - Experience working within a controlled-document or quality-management environment, including ISO 9001, revision control, and change notices. - Refrigerant-handling certification or a trade background in refrigeration. - Familiarity with computer room air handlers, fan-wall systems, liquid cooling, coolant distribution units, or high-density heat-rejection systems. WHAT SUCCESS LOOKS LIKE FIRST 30 DAYS - Assume ownership of the consolidated fault-code reference covering the chiller controller, compressor controller, and drive. - Assume ownership of the software and firmware compatibility matrix and establish a process for maintaining it by release. - Review the root-cause analysis template and technician evidence checklist. - Review the RMA request form, process flow, and rejection-reason list. FIRST THREE MONTHS - Review the existing technical-document library from end to end. - Identify material gaps, defects, ownership issues, and approval requirements. - Place the fault-code reference and software and firmware compatibility matrix under active ownership and revision control. - Establish clear priorities for the field-facing technical-content roadmap. FIRST SIX MONTHS - Issue the startup procedure and IOM content for the lead product family under controlled revision with formal Product Engineering approval. - Establish functioning RCA and RMA processes supported by complete field-evidence packages. - Formalize the approval and release process for critical field-facing technical content. FIRST YEAR - Escalate at least two confirmed product issues to Product Engineering with evidence sufficient to support corrective changes. - Establish a defined documentation-review cadence driven by field, warranty, and failure data rather than individual requests. - Demonstrate measurable improvement in the accuracy, accessibility, and usefulness of XNRGY’s field-facing technical content. TRAVEL AND WORKING CONDITIONS This position is primarily office- and factory-based and requires approximately 25%–40% travel to customer sites for failure investigations, first-of-type startups, and field verification of technical procedures. Site work may occur in active construction environments and live data centers. The Product Service Engineer must meet applicable site-safety requirements and use the same personal protective equipment required of field personnel. CORE COMPETENCIES Technical Credibility: Combines strong engineering knowledge with practical field experience and communicates effectively with engineers, technicians, customers, and other stakeholders. Technical Communication: Converts complex product and system information into clear, accurate, and usable field documentation. Analytical Judgment: Uses evidence and structured analysis to distinguish product failures from installation, application, site, or service-execution issues. Execution Excellence: Establishes disciplined ownership, formal approval, revision control, and follow-through across technical documentation and corrective-action processes. Collaboration: Builds productive working relationships across Product Engineering, Service, Commissioning, Training, Quality, and field operations. Customer-Centric Mindset: Understands the urgency and operational impact of technical issues in mission-critical environments. Adaptability: Operates effectively amid changing technical priorities, evolving products, and high-stakes field conditions without compromising accuracy, safety, or execution standards. WHAT WE OFFER - Competitive salary with a bonus incentive plan - Medical, dental, and vision insurance - 401(k) - Employee assistance program - Paid time off - A dynamic team open to change and innovation - The opportunity to participate in a green-industry transformation supporting the AI revolution - A fast-growing environment where entrepreneurial spirit is recognized - An inclusive and diversity-friendly workplace - Career-advancement opportunities—XNRGY promotes internal growth At XNRGY Climate Systems, we are committed to fostering a diverse and inclusive workplace. We believe that a variety of backgrounds, experiences, and perspectives is essential to driving innovation and achieving success. We welcome individuals who share our passion for sustainability and are eager to contribute to a more positive environmental future. Are you ready to join our driven team? Join a company that values Courage, Community, Climate, Customer, and Coherence. Be part of carving our footprint and joining a winning team!