Tech Service Specialist (50450)

About the role

The Tech Service Specialist provides technical support on incoming inquiries from Customers, Sales, Service Techs, and service agencies regarding service and repair issues with supported equipment in the field. Working under close supervision, this position reviews and approves or denies warranty claims submitted into the CPS system by the Welbilt service network. Reporting directly to the Director of Service, this position is based on-site in Parsons, TN.

Major accountability

• Provide technical support on product brand equipment for Service Techs, service agencies, Sales, and customers via phone, email, Chat, or possibly at a customer's location
• Work closely with Management, Customer Service, Sales, and Engineering to resolve escalated technical support issues evolving around the brand's equipment in a timely manner
• Warranty review of claims entered into the CPS system to determine if a warranty is accurate and meets the standards set by particular product brand
• Interact with Corrigo Pro facilities management software for service tickets and follow up
• Dispatch Factory Authorized Service companies for warranty repairs and follow up for status of repairs

Key tasks & responsibilities

• Provides technical assistance and service support for inquiries received via phone, email, or Chat from Service Techs, service agencies, Sales, and customers
• Identifies the source of inquiries received from Service Techs, service agencies, Sales, and customers of the product brand
• Responds to routine correspondence requests for service assistance from Service Techs, service agencies, Sales, and customers
• Maintains accuracy of computerized service records and files from Service Techs, service agencies, Sales, and customers of the product brand
• Under direction of supervision and/or mentors, takes opportunities to educate themselves on product lines, service issues, and tools used in this area
• Complete installation quote requests from Sales
• Know the basic refrigeration cycle
• Have basic electricity knowledge and be able to understand wiring diagrams
• Dispatch Factory Authorized Service companies for warranty repairs and follow up for status of repairs

Qualifications

• Associate's degree or technical degree preferred in commercial refrigeration or related field with a minimum 3 years of experience in equipment repair or maintenance; in lieu of degree, a minimum of 6 years of experience in equipment repair or maintenance
• Proficient in MS Office skills – Word, Excel, PowerPoint, and Outlook
• Ability to communicate well and with tact verbally and in writing
• In-depth knowledge of product line
• Willing to work in an office environment with a great deal of phone usage
• May be scheduled on weekends; may be on-call duty on a rotating basis for after-hours coverage
• Must be able to walk and stand for long periods of time and wear PPE as needed

Benefits

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