Foodservice Equipment Technician Afternoons (51036)

About the role

The Tech Service Specialist provides technical phone and e-mail support for all Garland products. This role also involves analyzing, evaluating, and presenting information to management concerning various factors related to product issues, FAS capabilities, manufacturing problems, design issues, and customer feedback. The position requires acting as a backup to Service Coordinators by handling rollover calls and creating dispatches when necessary.

Responsibilities

• Provide technical and parts expertise to service techs, service agencies, sales, and customers via phone and email.
• Utilize systems to advise customers on replacement and repair parts information.
• Absorb and analyze customer complaints regarding quality, tolerances, specifications, and delivered condition of products.
• Plan, direct, supervise, train, and motivate Customer Service Coordinators, Technical Service, Field Service, and Invoicing teams.
• Participate in the after-hours on-call rotation.
• Fulfill the financial control and risk management responsibilities inherent in this position.
• Foster a continuous improvement culture and develop a best-in-class customer service team.
• Properly put notes in the dispatch/warranty system as per processes.
• Schedule travel and issues requiring travel, and prepare detailed trip reports.
• Travel into the field whenever necessary.
• Operate in a manner that aligns with the Company Core Values.

Qualifications

• Specialized Skills, Knowledge, and Abilities:
  • Strong technical background, including a strong knowledge of gas & electricity, with the ability to read and explain schematics and wiring diagrams.
  • Exhibit tact and professionalism in carrying out roles and responsibilities, especially under pressure.
  • Excellent organizational skills.
  • Self-sufficient, able to prioritize tasks, and accomplish duties and assignments on time with minimal supervision.
  • Communicate in English, in both written and verbal forms, with all levels of staff in a clear and effective manner.
  • Develop and use collaborative relationships to accomplish work goals.
  • Internalize the responsibility for customer satisfaction and act beyond what is required, being initiative-taking.
  • Flexible and willing to adjust solutions and working hours to customer expectations with a strong sense of urgency.
  • Excellent organizational and interpersonal skills with the ability to connect and communicate with different audiences.
  • Proficient in the use of Microsoft Office software, including Outlook, Excel, Word, PowerPoint, and Teams.
  • Ability to develop and deliver training material for end users.
• Education and Experience:
  • Technical degree or equivalent required.
  • At least 4 years of related experience in field service work, preferably in the food service industry as a technician.
  • Background in manufacturing is a plus, but not required.

Benefits

• Competitive wage
• Healthcare (medical, dental, vision)
• 401(k) savings plan
• Wellness Program
• Supplemental Health Plans
• Employee Assistance Program
• Training and Development
• Tuition Assistance
• Holiday Pay opportunities
• Employee discounts
• Paid Time Off (PTO)
• On-the-job training and skills development
• Basic Life Insurance
• Leave Program
• Employee Events