Commercial Refrigeration Technical Support

About the role

As an Inside Service Technician (also known as a Tech Wizard), you will directly communicate with end users and field technicians to provide technical support over the phone and/or via email to assist in repairs on warranty and non-warranty cold side foodservice equipment. After completing the onboarding process, you will also have an opportunity to earn all Commercial Food Service Equipment Service Association (CFESA) certifications.

A typical day includes providing exceptional customer service, effectively communicating equipment information and troubleshooting solutions in a friendly and professional manner; providing technical support to end users and field technicians over the phone and/or via email (30+ cases per day); utilizing equipment manuals, wiring diagrams, and parts listings to diagnose and resolve equipment issues; maintaining all customer call information into a company database to better assist future inquiries; and working closely with manufacturers to recommend engineering changes and document equipment/component failure rates.

Responsibilities

• Provide exceptional customer service, effectively communicating equipment information and troubleshooting solutions in a friendly and professional manner
• Provide technical support to end users and field technicians over the phone and/or via email (30+ cases per day)
• Utilize equipment manuals, wiring diagrams, and parts listings to diagnose and resolve equipment issues
• Maintain all customer call information into a company database to better assist future inquiries
• Work closely with manufacturers to recommend engineering changes and document equipment/component failure rates

Requirements

• Experience in electric/gas appliance repair, refrigeration, or HVAC (or relevant training/schooling)
• All‑star communicator proficient in English (both written and verbal)
• Quality, high‑speed internet connection at home
• Confident using a computer and navigating programs such as MS Word & Outlook
• Ability to multitask and thrive in a fast‑paced, team‑oriented atmosphere
• Available to work an 8‑hour shift Monday‑Friday between 7:00 AM‑7:00 PM CST / 8:00 AM‑8:00 PM EST, with flexibility as needed

Skills

• Strong verbal and written communication
• Technical troubleshooting and problem‑solving
• Proficiency with MS Word, Outlook, and general computer navigation
• Ability to multitask in a fast‑paced team environment

Benefits

• Parts Town Pride – virtual tour and culture
• Quarterly profit‑sharing bonus
• Remote work schedule
• Team member appreciation events and recognition programs
• Volunteer opportunities
• Monthly IT stipend
• Casual dress code
• On‑demand pay options (access