Customer Support Controls Specialist (51417)

Gradian is an engineering-led, full-line thermal solutions partner serving data center and other mission-critical, commercial, and industrial markets. Headquartered in Maple Grove, MN, with additional facilities across North America, we design and manufacture liquid cooling systems, air handling equipment, heat rejection units, and modular, factory-assembled thermal management solutions.

Gradian was founded through the unification of four complementary, established brands: MAS HVAC, Daedex, DeepCoolAI, and EcoChillers. Together, we act as a single-source provider, deploying cooling technologies as scalable systems optimized for efficiency, spatial constraints, and overall performance. With a vertically integrated engineering and manufacturing model, we pair rapid design turnaround with precision fabrication, so customers can move faster on complex projects where reliability, timeline, and quality all matter.

Why work here At Gradian, you'll work alongside others who get genuinely fired up by complex problems, see your work go from first sketch to job site in weeks, not years, and know that while we're developing the technologies critical for AI infrastructure to scale, our culture remains people-first by design.

It is core to our identity that we operate as one team — driving to win together, energizing others, and building lasting relationships that make the work fun and rewarding.

Position Summary The Customer Support Controls Specialist supports Gradian’s 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 Quality team 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

Required Qualifications & Requirements

• 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 Gradian 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 Gradian 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.