Technician II

About the role

Easy Ice is a growing company providing an all-inclusive commercial ice machine subscription to business owners nationwide. As a Technician II, you’ll be a vital member of our service team, ensuring the optimal performance and reliability of ice machines through installation, cleaning, maintenance, and troubleshooting. This role focuses on maximizing equipment lifespan, minimizing service calls, and enhancing customer satisfaction and loyalty.

The Technician II is a progression from Technician I and involves leading installations, diagnosing technical issues, mentoring junior technicians, and maintaining detailed service reports. You’ll thrive in a fast-paced, customer-facing environment while contributing to business growth and fostering a strong team dynamic.

Responsibilities

• Deliver exceptional service to foster positive customer relationships and ensure satisfaction with ice machine performance.
• Perform installation, repair, maintenance, cleaning, and troubleshooting of ice machines to improve longevity and reduce service calls.
• Lead installations, exceeding customer expectations with accurate, timely, and efficient service.
• Diagnose and resolve technical issues on the first visit to minimize customer downtime.
• Achieve or exceed performance metrics for service response times, resolution rates, and customer feedback.
• Train and mentor less experienced technicians as required.
• Manage on-site tasks, including installation, repair, maintenance, and testing.
• Communicate effectively with coworkers and customers to complete work orders per company standards.
• Accurately document all service actions, including photos, reports, logs, and maintenance records.
• Maintain proper truck stock to avoid unnecessary return trips and service delays.
• Facilitate ice pickup/delivery for service calls and process customer payments.
• Assist in equipment shutdown or removal when necessary.
• Maintain a clean, organized, and safe work environment, including vehicle cleanliness and organization.
• Adapt to flexible work schedules, including rotating on-call shifts.

Requirements

• High school diploma or GED; vocational/technical training preferred.
• 1+ year of experience diagnosing and repairing commercial equipment (refrigeration, electrical, HVAC, ice machines, or related fields).
• EPA 2 Certification.
• Working knowledge of mobile tools and applications.
• Ability to demonstrate volt meter operations.
• Full-time availability, including rotating on-call schedules.
• Strong communication skills for customer and team interactions.
• Problem-solving abilities and a proactive approach to repairs.
• Time management skills to prioritize tasks and complete service calls efficiently.
• Organized record-keeping for service activities.
• Demonstrated commitment to delivering high customer satisfaction.

Skills

• High-energy, positive attitude with a strong commitment to customer satisfaction.
• Willingness to learn and adapt to new technologies and service protocols.
• Strong work ethic and dedication to excellence.
• Flexibility to adapt to changing work schedules and operational demands.
• Collaborative mindset to support and mentor team members.

Work Environment and Physical Demands

• Frequent standing, walking, sitting, and use of hands to handle tools and parts.
• Use of ladders, stooping, kneeling, crouching, or crawling.
• Ability to lift and/or move up to 75 pounds.
• Extended periods of standing (6+ hours per day).
• Exposure to elevated noise levels in the work environment.
• Driving a vehicle for up to 60% of working hours.
• Flexibility to work varied shifts and adapt to changing schedules.

Benefits

• Competitive pay.
• Company vehicle and cell phone.
• Excellent medical, dental, vision, and group life insurance.
• 401k with company match.
• Paid time off (PTO) and holiday pay.
• Fitness membership reimbursement.
• Hands-on experience in a growth-oriented culture.
• Personal growth opportunities encouraging innovation.
• Challenging and meaningful work fostering learning and development.
• Fun, fast-paced, and collaborative team environment.