Tech Support Technician Commercial Appliances Remote (50187)

Welbilt•Mayfield, OH

21h•$63,000 - $74,000•Remote

About The Position

Garland designs, manufactures, and supplies best-in-class commercial ovens, ranges, grills, and countertop cooking equipment for the global foodservice market. The company empowers its employees to grow, recognizes and rewards them, and fosters a team-oriented environment. The Tech Service Specialist provides technical phone and e-mail support for all Garland products. This role involves analyzing, evaluating, and presenting information to management concerning factors such as critical customer situations, FAS capabilities, manufacturing problems, design issues, and technician/customer feedback. The specialist also acts as a backup to Service Coordinators by handling rollover calls from customers/technicians and creating dispatches when necessary, ensuring proper notes are entered into the dispatch/warranty system. The scheduled working hours are Friday through Monday, 7:00 AM to 6:00 PM EST.

Requirements

Must have a strong technical background, including a strong knowledge of gas & electricity, with the ability 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
Experience in building consensus with multiple individuals in a professional setting
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

Nice To Haves

Background in manufacturing
Experience in the food service industry as a technician

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