Inside Service Technician - Hot Side (Remote Work Schedule)

About the position

As an Inside Service Technician (also known as a Tech Wizard), you will directly communicate with end users and field technicians to provide technical support over the phone and/or via email to assist in repairs on warranty and non-warranty hot side foodservice equipment! After completing the onboarding process, you will also have an opportunity to earn all Commercial Food Service Equipment Service Association (CFESA) certifications.

Responsibilities

• Provide exceptional customer service, effectively communicating equipment information and troubleshooting solutions in a friendly and professional manner
• Provide technical support to end users and field technicians over the phone and/or via email (30+ cases per day)
• Utilize equipment manuals, wiring diagrams, and parts listings to diagnose and resolve equipment issues
• Maintain all customer call information into a company database to better assist future inquiries
• Work closely with manufacturers to recommend engineering changes and document equipment/component failure rates

Requirements

• Experience in electric/gas appliance repair, refrigeration, or HVAC (or relevant training/schooling)
• Proficient in English (both written and verbal)
• Quality, high speed internet connection at home
• Confident using a computer and navigating programs such as MS Word & Outlook
• Passionate about troubleshooting and finding innovative solutions to difficult problems
• Ability to multitask and thrive in a fast paced, team oriented atmosphere
• Available to work an 8 hour shift M-F between 7:00 AM - 7:00 PM (CST) / 8:00 AM - 8:00 PM (EST) with flexibility as needed

Benefits

• Quarterly profit-sharing bonus
• Hybrid Work schedule
• Team member appreciation events and recognition programs
• Volunteer opportunities
• Monthly IT stipend
• Casual dress code
• On-demand pay options: Access your pay as you earn it
• Health insurance
• 401k/401k match
• Employee assistance programs
• Paid time off
• Paid sick time off
• Paid holidays
• Paid parental leave
• Professional development opportunities