National Technician

Restaurant Technologies•Mendota Heights, MN

10d•Hybrid

About The Position

The National Technician is a hybrid position combining virtual technical support with on-the-ground service responsibilities . This role provides expert remote diagnostics and troubleshooting while also performing in-person installations and maintenance when required. National Technicians ensure issues are resolved efficiently, safely, and accurately — whether guiding customers remotely or servicing equipment directly on-site. This role requires a deep understanding of RT equipment, strong problem-solving skills, compliance with all safety and regulatory standards, and the ability to communicate effectively with both customers and internal teams.

Requirements

Technical Expertise Proven experience as an RT Technician or Technical Support with a strong understanding of RT’s equipment and troubleshooting procedures, including: Know the best order to install equipment. Lead troubleshooting activities and adapt based on system type. Identify what equipment is needed for different systems (e.g., installing portable tanks). Know which valves to use for fryer pumps. Identify PTFE versus Dormont hoses. Ability to complete new install surveys Ability to read a survey and complete installs based on survey information Understand how part orders are processed. Differentiate between returnable and unreturnable parts.
Problem-Solving and Communication Skills Ability to think critically and solve complex technical issues effectively. Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical customers.
Customer Service Skills Ability to work well within new teams and collaborate across departments. Strong customer focus with the ability to handle challenging situations professionally.
Self-Motivation Demonstrated ability to manage workload independently, remain proactive, and drive issues to resolution.
Work Environment & Travel Quiet, comfortable space to work in for virtual support. Reliable internet connection. Comfortable traveling to unfamiliar depots and adapting to various customer locations. Up to 50% Travel Expectations, Virtual Technician 50%.

Nice To Haves

Trained and certified Service Technician Level II or III preferred.
Bilingual in English and Spanish.
Proficiency in Salesforce, including ticket closure, dashboard navigation, and case management.
Familiarity with expense reporting.
Home location near a major airport for efficient travel.

Responsibilities

Perform advanced remote diagnostics and troubleshooting.
Communicate technical solutions clearly to customers, both virtually and in person.
Escalate unresolved issues to field technicians or internal teams as necessary.
Document all actions taken in Salesforce.
Stay up to date on changes by reviewing and applying Technical Bulletins.
Install and maintain products in a safe, timely, and accurate manner.
Meet and control operational goals and timelines (service labor per hour, first-time-right, 5S standards, etc.).
Comply with internal processes and procedures, as well as all DOT, OSHA, and HACCP requirements.
Maintain proper parts, supplies, and paperwork standards in company service vehicles.
Train and coach customers on system use, ensuring product performance meets expectations.
Utilize iPhone apps for role-related functions (parts, customer notes, clocking in/out).
Ability to perform basic mechanical and electrical duties during service and installation work.
Work a flexible schedule, including nights, weekends, or overnight installations based on customer demand.