Tech Service Specialist, VII

This is a fully remote position, open to applicants in Arizona, +40 more locations.

📋 Description

• Deliver technical and parts knowledge to service technicians, service agencies, sales teams, and customers through phone and email communications.

• Guide customers in identifying replacement and repair parts utilizing company systems.

• Assess required repairs through images, field data, control information, or discussions with customers.

• Recognize, convey, and address customer complaints regarding product quality, tolerances, specifications, and condition upon delivery.

• Analyze, evaluate, and provide management with insights on critical customer issues, FAS capabilities, manufacturing challenges, design concerns, and feedback from technicians and customers.

• Serve as a backup to Service Coordinators by managing rollover calls and creating dispatches when required.

• Document notes in the dispatch/warranty system in accordance with established procedures.

• Plan, oversee, train, and inspire Customer Service Coordinators, Technical Service, Field Service, and Invoicing teams.

• Engage in after-hours on-call rotation as needed.

• Execute financial control and risk management duties.

• Promote continuous improvement and cultivate a top-tier customer service team.

• Generate detailed trip reports concerning travel and related matters.

• Travel to the field as necessary.

• Work from Friday to Monday, 7:00 am to 6:00 pm EST.

⛳️ Requirements

• An associate degree in Electrical Technology, Electronics, Electromechanical Technology, HVAC, Appliance Repair, Industrial Maintenance, or a related technical field is preferred.

• At least 4 years of hands-on experience in troubleshooting and repairing commercial foodservice or cooking equipment, industrial machinery, or other electromechanical devices.

• Strong knowledge of electrical circuits, gas systems, control systems, relays, switches, transformers, and motors.

• Proficiency in reading wiring diagrams and schematics.

• Experience in electrical troubleshooting utilizing meters and diagnostic tools.

• Effective communication skills in English, both written and verbal.

• Proficient with Microsoft Office applications, including Outlook, Excel, Word, PowerPoint, and Teams.

• Capable of performing problem-solving and root cause analysis.

• Ability to interpret instructions provided in written, oral, diagram, or schedule formats.

• Must reside in the central or eastern time zones.

• Must be authorized to work and live in an eligible U.S. state at the time of hiring.

• Not eligible for employment in Alabama.

• Willingness to travel up to 25% of the time.

• CFESA certification is considered a valuable asset, though it is not a mandatory requirement.

🏝️ Benefits

• Competitive salary.

• Comprehensive healthcare options (medical, dental, vision).

• 401(k) savings plan.

• Wellness Program.

• Supplemental Health Plans.

• Employee Assistance Program.

• Opportunities for Training and Development.

• Tuition Assistance.

• Holiday Pay opportunities.

• Employee discounts.

• Paid Time Off (PTO).

• On-the-job training and skill enhancement.

• Basic Life Insurance.

• Leave Program.

• Employee Events.

• Fully remote work arrangement.