Customer Experience Specialist

Panasonic • UNAVAILABLE, UNAVAILABLE

7d • Onsite

About The Position

The Customer Experience Specialist - CO₂ Refrigeration Systems is responsible for leading the service, installation, start-up, diagnosis, and repair of advanced refrigeration, heating, and air-conditioning systems used in supermarkets, convenience stores, and cold storage facilities. This exempt role requires the consistent exercise of independent judgment and discretion in evaluating system performance, determining appropriate solutions, and prioritizing work to meet customer and business needs. The position also serves as a technical leader and trainer, providing expertise in CO₂ refrigeration systems while supporting operational efficiency, customer satisfaction, and business growth. This role operates within a growing CO₂ systems business expected to represent a significant portion of future operations. The position directly supports customers and contractors in the adoption, implementation, and optimization of CO₂ refrigeration systems, influencing customer satisfaction, operational performance, and revenue growth.

Requirements

• High school diploma or equivalent required; graduate certification in HVAC/R
• EPA 608 Universal Certification or equivalent
• 15+ years of progressive experience in supermarket refrigeration systems, with 5 years of CO₂ systems experience
• Demonstrated ability to exercise independent judgment and discretion in complex technical environments
• Advanced knowledge of refrigeration principles, electrical systems, and system controls
• Strong troubleshooting, analytical, and problem-solving capabilities
• Ability to lead projects, train others, and interact effectively with customers and internal teams
• Must have strong mechanical aptitude to include advanced knowledge of diagnostic procedures and use of tools.
• Must be physically able to walk distances, bend and crouch, climb ladders, work at high elevations and lift/carry objects up to fifty pounds, repetitively and for an external period.

Responsibilities

• Lead installation, configuration, and start-up of supermarket refrigeration systems, with a specialized focus on CO₂ systems and advanced controls, exercising discretion in execution and problem-solving.
• Collaborate with and provide technical direction to technicians during complex system start-ups and commissioning activities.
• Evaluate system performance and workplace efficiencies, making recommendations that directly impact profitability, service delivery, and customer outcomes, including warranty resolution.
• Working directly with Engineering to serve as a subject matter expert and trainer, coaching and developing technicians on CO₂ technology, refrigeration processes, diagnostics, controls, and best practices.
• Assess customer needs and identify service and sales opportunities; support service management by developing material and labor estimates and recommending solutions.
• Ensure accurate, timely, and professional completion of documentation, including work orders, service reports, and electronic communications.
• Apply advanced knowledge of electrical and mechanical systems, HVAC operations, EMS programming, and complex schematics to diagnose and resolve system issues.
• Independently troubleshoot and resolve complex and non-routine service issues, determining appropriate repair strategies.
• Analyze and apply knowledge of compressor operations, oil systems, pressure controls, and related components to optimize system performance.
• Demonstrate advanced expertise in CO₂ refrigeration systems, rack and condenser controls, low ambient systems, heat reclaim, refrigerated displays, VFDs, and new store start-ups.
• Support large-scale system implementations, including new retail store launches and CO₂ adoption initiatives.
• Perform additional duties consistent with the level and scope of the role.

Benefits

• Medical, dental, vision, prescription plans
• Health Savings Account and Flexible Spending Account options
• Life, accident, critical illness, disability, legal, identity theft, and pet insurance
• 401(k) plan with company matching contributions and immediate vesting
• Paid time off, stewardship and parental leave
• Tuition reimbursement for job-related courses after six months of service
• EAP, virtual health management, chronic condition, and tobacco cessation programs

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: High school or GED