Inside Service Specialist

What We’re Looking For

We are looking for an individual with expert knowledge and experience to provide remote after-sales support for our customers and service partners. This person will be the intermediary between field representatives, service partners, customers and internal functions ensuring accurate and efficient flow of information to resolve customer issues completely and timely with a tremendous focus on resolving the issue at first contact.

This role will report to the Inside Service Support Leader and will be based out of our local facility. Ideal candidates will take ownership of promptly solving customer inquiries and ensure that actionable voice of the customer data is captured from each customer interaction to fuel continuous improvement activities.

What You’ll Be Responsible For In This Role

• Provide expert remote technical support to customers, service partners and other functional departments to improve knowledge and resolve issues related to operation, installation, troubleshooting and maintenance of DFR products.
• Support Sales team, as needed, in addressing product complaints, questions, and resolutions.
• Cook up activities related to problem resolution between quality, warranty, field service, engineering, and sourcing departments.
• Help develop technical service bulletins to educate service partners and internal parties regarding common field issues and methods of resolving.
• Work as the internal escalation point for after-sales support team, helping ensure service levels are maintained and accurate resolution.
• Work directly with Engineering and other departments when collaboration is needed to fulfill internal requests for information.
• Participate in and support process improvement initiatives.

Basic Qualifications

• A High School diploma or GED / Equivalency.
• 2+ years of experience in a customer facing role in a business–to-business environment.
• 3+ years of experience in providing remote technical solutions in a call center environment or 3+ years’ experience with the manufacture, testing, or support of HVAC or refrigeration products.
• 2+ years’ experience with at least one DFR system used to support DFR products (IE: Syteline, Integra, AS-400, SalesForce, etc.).

Preferred Qualifications

• 2 years technical degree or certification in HVAC or refrigeration.
• 2+ years remote troubleshooting / technical support experience for similar products and applications in the refrigeration industry.
• 2+ years related experience in a technical role (Service technician, Quality technician, remote technical support) in the commercial refrigeration industry.