Technical Product Support Specialist

ITW • Fort Worth, TX

1d • Onsite

About The Position

Join a team that supports over $1 billion in refrigeration equipment in the field. As a Technical Support Specialist, you will be the front line of product knowledge and technical expertise, providing outstanding phone support to independent service agents. This role is key to ensuring excellent customer service and maintaining the high performance of Traulsen’s refrigeration equipment.

Requirements

• At a minimum, 2 years of experience in hardware technical support required.
• Technical support in refrigeration, HVAC, or electronics strongly preferred.
• Field experience in HVAC or a related technical area strongly preferred.
• Strong communication and listening skills
• Proven customer service excellence
• Dependable, reliable, and solution-oriented
• Solid analytical and problem-solving abilities
• Proficient in general computer use, including Microsoft Office Suite (Outlook, Word, Excel, etc.)
• Comfortable with typing while on calls and managing multiple software systems simultaneously
• Excellent phone etiquette and ability to communicate clearly and effectively over the phone
• High school diploma or equivalent required
• EPA 608 Type I or Universal certification required, or the ability to obtain one within the first 90 days of employment.

Responsibilities

• Deliver expert technical troubleshooting and repair assistance via phone to independent service agents
• Manage and resolve equipment performance and service-related complaints from customers
• Collaborate with Engineering and Quality teams to investigate and develop solutions for product issues
• Support and lead in-house technical training sessions
• Evaluate and process warranty claims within designated approval limits
• Assist in implementing upgrade and retrofit programs as required
• Contributes to the creation and updating of Owner’s Manuals, parts lists, and other technical documentation
• Utilize Microsoft Office Suite and other company software to document incidents, track support interactions, and maintain service records

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED