Commercial Refrigeration Technical Support
About the role
Parts Town is the fastest‑growing distributor of restaurant equipment, HVAC and residential appliance parts, recognized for growth and innovation (Inc. 5000 list 15 years in a row, Crain’s Fast 50 list ten times) and voted a Chicago Tribune Top Workplace for the last four years.
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.
The Technical Service group is a team of experienced, passionate, and dedicated professionals with over 500 years of combined experience, constantly learning and growing. They are a close‑knit team that loves collaborating, not afraid to get their hands dirty, always willing to go the extra mile, and enjoy experimenting with foodservice equipment. They value transparency, appreciation, collaboration, growth, and work‑life balance.
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