Commercial Refrigeration Technical Support

Parts Town•Fort Wayne, IN

7h•Remote

About The Position

As an Inside Service Technician, also known as a Tech Wizard, you will communicate directly with end users and field technicians to provide phone and email technical support for repairs to warranty and non-warranty cold-side foodservice equipment. After onboarding, you will have the opportunity to earn Commercial Food Service Equipment Service Association (CFESA) certifications. The Technical Service group is a collaborative team of experienced professionals that shares knowledge and works to support customers and improve equipment service.

Requirements

Experience in electric or gas appliance repair, refrigeration, or HVAC, or relevant training or schooling.
Proficiency in English, both written and verbal.
A quality, high-speed internet connection at home.
Confidence using a computer and programs such as MS Word and Outlook.
Passion for troubleshooting and finding innovative solutions to difficult problems.
Ability to multitask and thrive in a fast-paced, team-oriented environment.
Availability to work an eight-hour shift Monday through Friday between 7:00 AM and 7:00 PM Central Time (8:00 AM to 8:00 PM Eastern Time), with flexibility as needed.

Responsibilities

Provide friendly, professional customer service by communicating equipment information and troubleshooting solutions.
Provide technical support to end users and field technicians by phone and email, handling 30 or more cases per day.
Use equipment manuals, wiring diagrams, and parts listings to diagnose and resolve equipment issues.
Record customer call information in the company database to support future inquiries.
Work with manufacturers to recommend engineering changes and document equipment and component failure rates.