Commercial Refrigeration Technical Support

Parts Town•Lewisville, TX

2d•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 technical support over the phone and by email, helping them repair 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 role is part of the collaborative Technical Service group, whose members share extensive experience and continue learning and growing.

Requirements

Experience in electric or gas appliance repair, refrigeration, or HVAC, or relevant training or schooling.
Proficient 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 atmosphere.
Availability to work an 8-hour shift Monday through Friday between 7:00 AM and 7:00 PM CST / 8:00 AM and 8:00 PM EST, with flexibility as needed.

Nice To Haves

Opportunity to earn CFESA certifications after completing onboarding.

Responsibilities

Provide friendly, professional customer service by explaining equipment information and troubleshooting solutions.
Provide technical support by phone and email to end users and field technicians, 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.