Technical Service Specialist at Refrigerated Solutions Gr – Hudson, Wisconsin

Technical Service Specialist

Reports to: Technical Service Supervisor

Direct Reports: No

Location: REMOTE

Employment Type: Full Time

Pay: Non-Exempt $65,000-$75,000

Main Purpose of Job

Reporting to the Technical Service Supervisor, the Technical Service Specialist is responsible for assisting customers and field technicians with the root cause and resolution of installation, repair, parts, and warranty issues; Responsibilities include coordinating with outside service companies, issuing of credits and being the liaison on the sale of replacement parts.

Examples of Duties

• Receives technical service requests and takes appropriate action to identify root cause and resolve issues according to established guidelines and procedures.
• Provides technical support to customers and service agents for the applicable equipment line verbally and in writing.
• Inputs issue, root cause and resolution details into the Global Warranty & Issue Tracking database.
• Develop and maintain expertise regarding the refrigerated solutions industry, product and application trends
• Act as a technical advisor to the sales, aftermarket, quality & customer experience teams; SWAT, escalation management, etc.
• Receives requests for price quotes on parts and service sales.
• Using parts catalogs and standard pricing guidelines, assists customers in identifying parts, calculates pricing.
• Identifies and communicates with contracted service companies to arrange for installations and repairs.
• Prepares returned goods authorizations and credit requests, obtains appropriate approval and distributes copies to the customer, receiving staff, accounting staff, etc. as appropriate.
• Informs customers, service companies and outside sales representatives on the status of service and warranty issues verbally and in writing.
• Prepares verbal and written status reports for the Technical Services Manager.
• Maintains orderly files including copies of quotations, orders, catalogs and other documentation used in the work.
• Represent RSG in a technical, ethical and professional manner.
• Adhere to RSG’s safety culture.
• In close collaboration with all departments in Customer Experience, ensure the highest level of customer care
• Improves Technical Services quality by studying, evaluating, and re-designing processes, VSM; establishing and communicating service metrics; monitoring and analyzing results and implementing changes as necessary.
• Establish and maintain professional and collaborative relationships with colleagues and key stake holders.
• Optimization of company and departmental operational performance by servicng as a good communicator of accurate information to superiors, peers, and team members. This includes disseminating advisories, warnings, Technical Bulletins, and new techniques for detecting and diagnosing site issues.
  • Update job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.

Knowledge, Skills, and Abilities

• Demonstration of strong customer relationship focus and skills
• Exceptional written and verbal communication skills
• Microsoft Office, ERP system and general computer applications; Epicor and Salesforce experience preferred
• Skill in organizing and prioritizing work
• Ability to manage projects i.e. installations
• Ability to adapt quickly to changing demands
• Ability to learn and recall technical information related to company products and services
• Knowledge or experience using an SMS (Service Management System); Global Warranty and Salesforce preferred.
• Skill in communicating internally and externally with sensitivity and tact; ability to diffuse upset customers.

Minimum Qualifications

Required:

• At least 5 years in Customer Care, Field Service or Technical Service, installing and maintaining capital equipment
• Minimum of 4 years working in refrigeration or HVAC
• Ability to read and interpret architectural, mechanical and electrical schematics and have a solid understanding of electrical and mechanical control systems.
• Ability to troubleshoot refrigeration systems.

Preferred:

• AA/AS degree in science/technology/business
• HVAC-R certificate or training program completion
• Use of CRM and service management systems
• Project Management

Nor-Lake is an EEO employer as defined by the EEOC.