Technical Service Specialist (Cold Side)
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.
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
Skills
- Passionate about troubleshooting and finding innovative solutions to difficult problems
- Unique enthusiasm, high integrity, courage to embrace change
- Commitment to safety as a first priority
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 your pay as you earn it
- Comprehensive benefits: health, dental and vision insurance; 401(k) with match; employee assistance programs; paid time off; paid sick time off; paid holidays; paid parental leave; professional development opportunities
Pay
The hourly range for this role is $26.00 per hour, based on qualifications, experience, and geographical location. Parts Town is a pay‑for‑performance company; in addition to base pay, some roles offer a profit‑sharing program and an annual bonus depending on the role.
Schedule
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.