Tech Service Specialist VII

Welbilt•Highland Heights, OH

69d•Remote

About The Position

We are Garland! We design, manufacture and supply best-in-class commercial ovens, ranges, grills and countertop cooking equipment for the global foodservice market. We empower you to grow with us. We recognize you and reward you. We win together as one team. Where tech meets taste—join the team keeping food service running flawlessly! The Tech Service Specialist provides technical phone and e-mail support for all Garland products. Analyze, evaluate, and present information to management concerning factors such as critical customer situations, FAS capabilities, manufacturing problems, design issues and technician/customer feedback. Act as a backup to the Service Coordinators by handling rollover calls from customers/technicians and creating dispatches, when necessary. Properly put notes in the dispatch/warranty system as per processes.

Requirements

Must have a strong technical background, including a strong knowledge of gas & electricity, with the to read and explain schematics and wiring diagrams.
Exhibit tact and professionalism in carrying out their roles and responsibilities, especially under pressure.
Must have excellent organizational skills. Be self-sufficient, able to prioritize tasks, and accomplish duties and assignments on time with minimal supervision
Must have the ability to communicate in English, in both written and verbal form, with all levels of staff in a clear and effective manner. Should exhibit tact and professionalism in conducting their roles and responsibilities. Engage in developing and using collaborative relationships to accomplish work goals.
Must internalize the responsibility for customer satisfaction and will act beyond what is required, being initiative-taking. Must be flexible and willing to adjust solutions and working hours to customer expectations with a strong sense of urgency.
Excellent organizational and interpersonal skills with the ability to connect and communicate with different audiences.
Proficient in the use of Microsoft Office software, including Outlook, Excel, Word, PowerPoint, and Teams.
Ability to develop and deliver training material for end users.
Technical Degree or equivalent required
At least 4 years of related experience in field service work, preferably in the food service industry as a technician.
Ability to perform problem solving and root cause analysis to determine required equipment repair and appropriate corrective action. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form
Must be located in central or eastern time zones. Not eligible for hire in Alabama.

Nice To Haves

Background in manufacturing is a plus, but not required.
Experience in building consensus with multiple individuals in a professional setting.

Responsibilities

Provide technical and parts expertise to service techs, service agencies, sales and customers via phone and email
Utilize systems to advise customers on replacement and repair parts information
Assist in determining needed repairs using pictures, info from field, control data or discussion with customer.
Proactively identify, communicate, and resolve customer complaints regarding quality, tolerances, specifications, and delivered condition of products.
Plans, directs, supervises, trains, and motivates Customer Service Coordinators, Technical Service, Field Service, and Invoicing teams.
Participate in the after-hours on-call rotation.
Fulfill the financial control and risk management responsibilities inherent in this position.
Fosters a continuous Improvement culture and develops best-in-class customer service team
Provide detailed trip reports for all travel and issues which require travel.
Travel into the field whenever necessary (up to 25%).
Consistently operate in a manner that aligns to the Company Core Values.