Technical Support Advisor

CFS Brands LLC • Lodi, NJ

19h • Onsite

About The Position

The Technical Support Advisor provides technical support for warranty claims, product returns, and performance issues. This role is responsible for evaluating and processing warranty parts in a timely, accurate manner while communicating technical concepts to non-technical customers.

Requirements

• Completion of trade school or factory training certification in Refrigeration, Electrical, Gas, Mechanical Commercial Equipment or equipment related experience.
• Basic computer experience in Microsoft Office Programs, that includes spreadsheet and word processing.
• Good electrical and mechanical aptitude with a history of troubleshooting service solutions for electrical and mechanical devices
• Excellent verbal and written communication skills.
• Strong phone skills for prompt, courteous, and efficient call handling.
• Ability to work effectively within a team and collaborate with other departments as needed.

Nice To Haves

• Familiarity with foodservice or consumer equipment and related experience a plus.

Responsibilities

• Assess, evaluate, and process returned warranty parts related to claims, ensuring all submissions are handled promptly to meet deadlines.
• Effectively explain technical concepts to non-technical users, especially in stressful situations, with clarity, empathy, and reassurance.
• Listen carefully to the customer’s issue to gather detailed information and provide the most accurate support.
• Think critically and creatively to proactively find the best solution for the customer’s issue.
• Ensure the problem is fully resolved and, when needed, follow up with the customer to confirm satisfaction.
• Remain flexible and prepared to address a diverse range of customer requests and complaints, including those that fall outside your usual responsibilities.
• Effectively manage your time to handle multiple customer inquiries, ensuring that each receives attention without oversight or neglect.
• Prioritize tasks based on urgency and importance to meet customers’ needs in a timely manner.
• Improve processes and documentation

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree