Q&A with a Product Support Technician

We're excited to share some insight from one of our veteran precision cooling technicians, Ken Holz III. 

Before we get into the Q&A, we want to take a moment to introduce you to Ken. With over 20 years of experience in the data center industry, Ken has built an impressive career at STULZ, where he currently serves as Lead Field Technician. His journey with STULZ began in 2007 as a piper before moving into the Test Department and later managing the Technical Support Department. When STULZ expanded its Field Service Department, Ken seized the opportunity to get out of the office and into a hands-on role in the field.

Ken holds a Master’s license in HVAC in both South Carolina and Maryland. Though he now calls South Carolina home with his wife and two kids, he holds a special place in his heart for Maryland—especially when it comes to cheering on the Baltimore Ravens! And while his expertise is in HVAC, he occasionally finds himself in front of the camera as a part-time model (not by choice, but because we asked nicely).

Now that you know a little bit about Ken, let's explore his life in the field more.  

 Q: Tell us about your job?

My current position is Lead Field Service Technician. In a nutshell, Field Service Technicians are responsible for day-to-day field operations, including diagnostic and repair of warranty and non-warranty equipment, factory start-ups of new equipment, and integration with building automation systems. As Field Techs, we're responsible for understanding all aspects of STULZ equipment, from installation and operation to the application and design of each data center. All STULZ customers are considered mission-critical, so we must provide accurate and efficient solutions for each customer, allowing minimal downtime.  

Q: What makes you get up and head into work in the morning?

Over the years I have learned to love the HVAC trade. Every day brings new challenges, and there is always something new to learn. I have also found that I really enjoy helping others resolve complex, (and sometimes simple) issues related to their HVAC systems. 

 Q: What is a typical day like for you?

A typical day consists of visiting customer sites in the field. I follow a schedule created by a team of field service coordinators. The job sites may be just around the corner or hundreds of miles across the country. Some days, I ensure the seamless start-up of newly installed equipment, while other days, I diagnose and repair equipment that has been running efficiently for many years. Each day brings a new challenge. 

Q: What advice would you give to yourself when you were first starting out?

I would suggest to anyone getting into the HVAC trade to explore the many paths available. From manufacturing to sales, installation and service find what you enjoy and go all in. I would also suggest starting an apprenticeship with the state you reside. This will allow you to obtain a license in HVAC and open many more opportunities.   

Q: What are your top recommendations for customers who are ordering new CRACs and CRAHs?

My personal recommendation is to size equipment for the current load. I would also recommend always using STULZ for factory startup. This assures a full warranty, and the confidence that the equipment was thoroughly evaluated by a STULZ-trained technician. I know how important it is to have reliable equipment, and our job is to set you up for success.   

 Q: What can customers expect when they order startup from STULZ?

After equipment is delivered and installed, the mechanical contractor completes a pre-startup checklist. The field service team reviews it, and after approval, factory startup is scheduled. A factory-trained technician will then be on-site to complete startup. They will also submit all startup documentation to STULZ.  

Q: What are the benefits of using STULZ for startup versus using a non-authorized 3rd party, or doing it yourself?

Using STULZ for startup ensures the equipment is started thoroughly and correctly by a factory-trained technician. Factory-trained technicians are proficient in refrigeration, controls, and building automation. They also have all the necessary tools to make adjustments and integrations specific to your site. Factory startup also extends the standard warranty by one additional year.   

Using a non-authorized 3rd party to start STULZ equipment is not recommended.  

 Q: How important is regular equipment maintenance?

Routine maintenance is key to keeping equipment running efficiently and worry-free. Lack of maintenance causes premature wear and tear, inefficient operation, and ultimately costly repairs. Routine maintenance also ensures that your STULZ warranty remains active for the duration of the warranty period. Routine maintenance is vital to keeping your precision cooling equipment running for years to come!  Since STULZ does not provide routine maintenance services, it's important for our customers facility staff to follow the routine maintenance guidelines in the STULZ Installation and Operation Manual (IOM) closely to ensure that equipment runs smoothly, and any issues are caught early.

 Q: What are the benefits of adding a warranty for new equipment?

A factory warranty assures the customer that any issue with their equipment will be resolved quickly to minimize downtime. All parts are covered, along with standard ground shipping. Expedited shipping is also available at the customer's request.  

 Q: What do I do if I'm having a problem with my equipment?

If your STULZ equipment has an issue, the first thing to do is document the unit serial number located inside the electrical panel and call STULZ Technical Support to start the troubleshooting process. A notification will be assigned and documented. If the unit is under warranty, customer support will determine the best path forward to resolve the issue efficiently and timely. If the unit is non-warranty, customer support will still help determine the issue and resolve the problem. 

Q: What other services do you offer that customers can benefit from?

Field service also offers support in other areas. A few good examples are BMS integrations, commissioning assistance, and IST assistance.  

We appreciate Ken's wealth of product knowledge, his friendly and professional attitude, and his willingness to do what it takes to keep our customer's mission-critical applications running 24/7/365.

Here's to another 20 years of keeping IT running!