Tech Service Specialist VII (50070)

Welbilt•Coppell, TX

About The Position

We are Welbilt! We design, manufacture and supply best-in-class commercial food and beverage equipment for the global food service market. We empower you to grow with us. We recognize you and reward you. We win together as one team. Bring your passion for excellence to our table. As Technical Service Specialist – you will be The Technical Service Specialist will be responsible for providing technical support on incoming inquiries from Customers, Sales, and Service Techs and service agencies, regarding service and repair issues with supported equipment in the field. This position will support Welbilt’s Merrychef brand. Reporting directly to the Director Technical Service; this position may be based in Coppell, TX .

Requirements

Associate’s or technical degree; preferably in Engineering or related field; with a minimum of three years of field technical service experience with HVAC commercial foodservice equipment is required.
Will consider a minimum of six years of experience servicing foodservice equipment in lieu of education.
Ability to communicate with tact effectively – written and verbal.
Strong customer service and interpersonal skills.
Familiar and able to work with Microsoft Office programs: Word, Excel and Outlook.
Ability to travel domestically – up to 10% of the time.
Ability to work weekends (as necessary).
Willing and able to work on-call (on a rotating basis) for calls after normal work hours.

Responsibilities

Provide technical support on the product brand equipment for Service Techs, Service agencies, Sales and customers via phone, email, or possibly at a customer's location.
Work closely with Management, Customer Service, Sales and Engineering to resolve escalated technical support issues evolving around the brands equipment in a timely manner.
Warranty review of claims entered into the CPS system to determine if a warranty is accurate and meets the standards set by particular product brand.
Provides technical assistance and service support for inquiries received, via phone or email from for Service Techs, Service agencies, Sales and customers.
Identifies the source of inquiries received from Service Techs, Service agencies, Sales and customers of the product brand.
Responds to routine correspondence requests for service assistance from Service Techs, Service agencies, Sales and customers.
Maintains accuracy of computerized service records and files from for Service Techs, Service agencies, Sales and customers of the product brand.
Under direction of supervision and\or mentors, takes opportunities to educate themselves on product lines, service issues, and tools used in this area