Technical Solutions Specialist

POSITION SUMMARY

The Technical Solutions Specialist is a high-impact role requiring exceptional professionalism, diagnostic skill, and communication. This position serves as a primary technical authority on installation, refrigeration, plumbing, electrical, and mechanical systems for commercial ice machines. The specialist provides counsel, field diagnostics, and hands-on support to internal teams and third-party partners.

Responsibilities

• Lead and resolve technical service escalations from the Service Delivery team, ensuring timely, customer-focused outcomes.
• Research and provide authoritative answers to complex, technically based questions across refrigeration, electrical, plumbing, and mechanical domains.
• Maintain and update SOP documentation for standardization and safety.
• Create and publish clear, actionable service bulletins; document triage findings, root cause analyses, and corrective actions; deliver concise reports to the Manager of Technical Services.
• Evaluate proposed installation locations using photos, site surveys, and Q&A to ensure compliance with code, ventilation, drainage, and power requirements.
• Diagnose issues down to the component level and define repair plans; verify resolution and prevent recurrence.
• Perform or supervise complex refrigeration repairs (e.g., compressors, expansion valves, control boards) while enforcing safety and quality standards.
• Train, mentor, and certify junior installers and technicians; deliver virtual, classroom, and ride-along training sessions.
• Provide day-to-day direction and quality reviews for technicians and vendor partners; contribute to scheduling and performance feedback.
• Partner with Parts/Procurement to identify, source, and verify correct part numbers, supplies, and materials needed in the field.
• Advance Easy Ice’s technical knowledge base by authoring and curating technical content, SOPs, checklists, and troubleshooting guides.
• Collaborate with the Content Marketing Specialist and/or Technical Writer to ensure technical accuracy and clarity of external-facing content.
• Perform routine travel support to branches, customer sites, and vendor locations for diagnostics, training, installation audits, and escalations.
• Participate in weekend and after-hours phone escalation coverage on a rotating basis.

Qualifications

• Education: High school diploma or general education degree (GED)
• Vocational/Technical Training/Degree required
• Experience: 3-5 years of hands-on technical training in field locations
• 3-5 years of management experience
• 2+ years experience in creating and developing training content
• 15+ years proven field service experience
• Demonstrated track record of delivering highest level of customer satisfaction
• Deep understanding the installation and use of componentry
• Working knowledge of mobile tools and applications
• Advanced Factory Training in Manitowoc and Hoshizaki
• Certifications: Refrigeration/EPA Universal License required