Refrigeration Technical Support Specialist at Everidge in Andover, Kansas

Job Description:

JOB SUMMARY and KEY OBJECTIVES: The Refrigeration Technical Support Specialist is responsible for maintaining a professional relationship with clients and customers by providing product and service troubleshooting while educating about the features and benefits of their purchase. They are responsible for maintaining client relationships through technical support for existing and potential customers who have questions and concerns about a product or service. The TSS makes use of knowledge bases and proprietary troubleshooting techniques to resolve a customers technical issue in a timely and cost-effective manner. The Technician in this role must have vast field experience, giving them the knowledge required to: remotely guide technicians through equipment and describe to them what they are seeing, keep that technician safe by evaluating their skill level, and can confidently determine the best course of action.

KEY RESPONSIBILITIES and TASKS:

• As a Refrigeration Technical Support Technician, you will provide technical support for the startup, operation, and service of Everidge walk-ins, Preprite equipment to include Russell and Heatcraft products.


• Excellent customer service skills and documentation of work performed are required when communicating with our customers, technicians, and vendors.


• As a Refrigeration Technical Support Technician, you will be able to assist technicians in the troubleshooting process utilizing knowledge of various air-cooled and water-cooled Refrigeration equipment.


• Originate solution in CRM and/or technically review solutions for problems.


• Review and direct customer interaction for Russell and Heatcraft equipment.


• Troubleshoot refrigeration remotely.


• Perform service report and data analysis, organize output data, technical and other reports and records as required to support data driven decision making.


• Ensures quality standards of all technical service operation processes and functions required for execution of work and customer satisfaction.


• Identify field problem trends and provide detailed information to the engineering department relating to field or factory failures for product improvement processes.


• Lead and /or participate as a team member on supporting teams such as field quality problem solving and field service communications.


• Travel (up to 15%) to jobs to troubleshoot, train, provide field support and support new product development.

EDUCATION/EXPERIENCE:

• High School Graduate, GED, Technical School Graduate, or equivalent work experience.


• 3 years experience with a technical product line requiring assembly or field installation preferred.


• 3 years technical field experience, with strong technical skills in refrigeration and control circuits, preferred.


• Experience in walk-in cooler/freezer installation and repair.


• Strong Customer Service background with strong interpersonal and persuasive skills.

SPECIFIC KNOWLEDGE, SKILLS, LICENSES, CERTIFICATIONS, ETC:

• Computer proficiency with Microsoft products


• Demonstrated ability to be self-directed and an independent problem solver with strong skills in time management, Issue prioritization and multi-tasking responsibilities


• Proficient in troubleshooting complex refrigeration and control circuits

• Ability to travel and work in the field as required