Technical/Warranty Support Representative

About the role

Lancer Worldwide, a Hoshizaki Company, is an award-winning global leader in beverage dispensing. This position provides comprehensive technical and warranty support to customers, service technicians, sales teams, and internal departments. The role involves troubleshooting and resolving equipment issues through phone and field support, assisting with warranty claims and orders, researching technical information, and ensuring equipment is returned to safe and proper operation.

This role supports both in-house and field technical needs and may require travel to support company and customer requests. It also includes providing technical training, assisting with internal onboarding activities, and supporting company tradeshows and events.

Responsibilities

• Provide technical phone support and interact with customers and service technicians to troubleshoot and resolve equipment issues and repairs.
• Assist customers, sales personnel, and technicians with questions regarding parts, equipment, operation, and troubleshooting.
• Process warranty claims and warranty orders while coordinating with planners, engineers, logistics, and other internal teams.
• Research part numbers, equipment drawings, bills of materials (BOMs), and other technical information within company systems.
• Identify and report quality, production, and equipment issues to the appropriate internal teams.
• Perform testing and inspection of parts and equipment as needed.
• Provide technical training and instruction in the field and in-house as needed.
• Travel as required to support company, customer, and field service needs.
• Provide technical and internal support for employee onboarding activities when needed.
• Support Marketing and company tradeshows, including staging, crating, preparing, and transporting equipment as needed.
• Conduct and deliver technical presentations, training, and instruction to individuals at all levels of the organization.
• Work collaboratively with internal departments to support technical, warranty, customer, and operational needs.
• Perform other duties and special projects as assigned.

Requirements

• High school diploma or equivalent required; technical school or related technical education preferred.
• Minimum of 3 years of field technical experience; experience working within the beverage equipment industry preferred.
• Basic understanding of electrical, HVAC, and plumbing systems.
• General computer knowledge and proficiency.
• Experience troubleshooting commercial equipment, beverage dispensing equipment, refrigeration, or related systems preferred.
• Experience providing technical training or field support preferred.

Skills

• Strong mechanical and technical aptitude with the ability to troubleshoot and diagnose equipment issues.
• Knowledge and understanding of beverage dispensing systems, equipment, and troubleshooting concepts.
• Ability to troubleshoot both legacy and UI-based equipment and systems.
• Working knowledge of electrical and refrigeration systems and their operation.
• Excellent verbal, written, and telephone communication skills.
• Strong customer service skills and the ability to effectively interact with customers and service agents, including those in high-stress or difficult situations.
• Ability to work effectively under pressure while maintaining professionalism and a solutions-oriented approach.
• Ability to work independently with minimal supervision and demonstrate strong initiative.
• Strong organizational skills and the ability to multitask and manage multiple projects while maintaining effectiveness and attention to detail.
• General computer proficiency, including Microsoft Excel, Word, Access, and other applicable business systems.
• Ability to interpret technical drawings, parts information, BOMs, and other equipment documentation.
• Ability to communicate technical information clearly and effectively to individuals with varying levels of technical knowledge.
• Ability to provide training and instruction to employees, technicians, customers, and leadership.

Work Environment

This position operates in a combination of professional office, manufacturing, and field environments. The role routinely involves the use of computers, telephones, and other standard office equipment. The employee may occasionally work in manufacturing and service environments and may be exposed to equipment and materials used for movement, packaging, testing, inspection, and preparation of parts or equipment.

Travel may be required to support customer requests, field technical needs, training, company activities, and tradeshows.

Physical Demands

• Regularly required to use a telephone, computer, and other office equipment and to communicate with customers, service technicians, employees, and other stakeholders.
• May require working in high-stress situations and interacting with customers or service personnel regarding equipment issues and repairs.
• May occasionally be required to lift and/or move items weighing up to 50 pounds.
• May use manufacturing, testing, packaging, or other equipment as necessary to perform job duties.

Lancer Worldwide is unable to sponsor applicants for employment-based visas for this position. All candidates must be legally authorized to work in the United States at the time of application and throughout employment, without the need for employer-sponsored visa status now or in the future.