Refrigeration Technical Support

Scotsman Ice•Vernon Hills, IL

135d•$65,000 - $75,000•Onsite

About The Position

Scotsman Ice is hiring a Field Support Technician for its Vernon Hills, Illinois office. The position provides technical assistance and service support to distributors, dealers, and customers through the Service Department Tech Line. The technician may also function as a Field Service Representative when required. The role is Monday through Friday, in office, with scheduled 24/7 on-call Tech Line support. Occasional travel may be necessary, and the employee must be willing to work more than 40 hours per week.

Requirements

EPA Refrigerant Usage certification, Type I and II.
Minimum two-year Air Conditioning/Refrigeration Education Certificate or equivalent work experience.
Windows-based computer skills.
Proficiency in Microsoft Office, especially Excel.
Ability to understand and use CRM and SMS systems and enter live customer information.
Willingness to work more than 40 hours per week.
Good communication and presentation skills.
Professional image.
Applicants must be authorized to work for any employer in the United States; the company cannot sponsor or take over sponsorship of an employment visa.

Nice To Haves

Occasional travel may be necessary.

Responsibilities

Provide technical support to customers by phone, text, and chat, and log information for each call in a database.
Review and verify labor warranty claims for processing.
Support National Accounts projects and follow up on them.
Support Consumer Products calls and determine appropriate action.
Respond to routine correspondence requesting service assistance.
Identify and report potential emerging or major field service problems.
Coordinate certain startups, working between KES and service providers.
Assist the Installation Coordinator with technical support, contacting providers, and processing invoices.
Provide scheduled 24/7 on-call Tech Line support.
Analyze data as requested to identify possible warranty causes or risks.
Function as a Field Service Representative in the field when required.

Benefits

Employee life insurance and AD&D.
Short-term and long-term disability.
Company HSA contribution for HDHP.
Employee assistance program.
Financial wellness services through Truist Momentum.
Travel assistance through Lincoln Travel Connect.
10 paid holidays.
Accrued paid time off.
Five prorated sick days.
Tuition assistance.
Participation in annual performance-based bonuses.
Medical insurance through Blue Cross Blue Shield PPO and HDHP with HSA through Health Equity.
Prescription benefits through Express Scripts.
Dental insurance through Delta Dental.
Vision benefits through VSP.
Medical and dependent care flexible spending accounts through Flores.
Additional voluntary life insurance and AD&D, including dependent coverage.
Supplemental plans through UNUM, including critical illness, accident insurance, and hospital indemnity.
Group legal coverage and identity theft protection through Legal Shield.
401(k) program with a company match.