Cold Storage Product Support Representative

About the role

Join us in boldly challenging what's possible for a sustainable world. We're looking for a Cold Storage Product Support Representative to help us deliver comfort, efficiency, and sustainability in buildings, homes, and transportation.

Responsibilities

• Provide complex technical support and assistance to customers via email, phone, and/or other remote methods.
• Respond to customer inquiries on organizational products and services, including installation, operational functions, and maintenance.
• Offer guidance and direction to support troubleshooting, preventive maintenance, and problem-solving recommendations for electro-mechanical, refrigeration, and integrated systems.
• Accurately document customer interactions, including details of inquiries, complaints, comments, troubleshooting steps, root cause analysis, and actions taken to resolve product malfunctions.
• Possess a strong understanding of the organization's products and services, good customer service skills, and the ability to negotiate with multiple levels of customers.
• Evaluate customer needs and work with Engineering team members as necessary to influence product improvements and enhancements.

Requirements

• 3-5 years related work experience (technical service, refrigeration (Cascade a plus), electronics).
• High school diploma (AS/BS in EET, MET or other technical discipline preferred).
• Proficient in Microsoft Office Suite.
• FourthShift and Microsoft CRM preferred.

Key Competencies

• Ability to promote collaboration and teamwork inside/outside the department to reach common goals.
• Proactively develops customer relationships by making efforts to listen to and understand the customer (both internal and external).
• Ability to apply technical knowledge in identifying cause-effect relationships that drive to effective problem resolution.
• Ability to promote and identify process improvements in the work environment, actively seeking to make things better.
• Ability to actively partner with Level 1 Techs to provide them with pertinent information, techniques, instruction, feedback, and encouragement to maximize their success on the job.

What's In It For You

• Annual Base Salary Range: $47,310.00 - $66,465.00
• Compensation Type: Exception Hourly Incentive Eligible
• No Sales Commission Eligible
• Benefits kick in on DAY ONE for you and your family, including health insurance and holistic wellness programs that include generous incentives – WE DARE TO CARE!
• Family building benefits include fertility coverage and adoption/surrogacy assistance.
• 401K match up to 6%, plus an additional 2% core contribution = up to 8% company contribution.
• Paid time off includes 15 vacation days, 9 paid holidays, 3 floating holidays, sick leave, and additional options to support volunteer and parental leave.
• Educational and training opportunities through company programs along with tuition assistance and student debt support.

Qualifications

• Relatively Work Experience: 3-5 years related work experience (technical service, refrigeration (Cascade a plus), electronics).
• Education: High school diploma (AS/BS in EET, MET or other technical discipline preferred).
• Certifications / Licenses: None required.
• Computer Systems / Software: Proficient in Microsoft Office Suite.
• FourthShift and Microsoft CRM preferred.

Skills

• Technical knowledge in identifying cause-effect relationships.
• Customer service skills and the ability to negotiate with multiple levels of customers.
• Understanding of the organization's products and services.
• Good problem-solving and troubleshooting abilities.
• Ability to evaluate customer needs and work with Engineering team members.

Benefits

• Comprehensive benefits and programs.
• Equal opportunity employer.
• Safe and inclusive workplace.

Pay

Annual Base Salary Range: $47,310.00 - $66,465.00

Schedule

Monday to Thursday, work onsite with your colleagues. Fridays, choose your work location, balancing what your work requires.