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Technical Advisor and Trainer
4 weeks ago
SUMMARY
As a Field Service Technician at Ice Machine Experts, you will be responsible for providing field training to service representatives located throughout North and Central America. Your role involves delivering troubleshooting and diagnostic support to end users, technicians, and distributors, utilizing your mechanical, HVAC, and refrigeration expertise to offer technical solutions and maintenance recommendations. You will play a crucial part in ensuring product performance and customer satisfaction.
ESSENTIAL FUNCTIONS
- Delivers inbound telephone troubleshooting and diagnostic support
- Applies advanced diagnostic techniques to identify and resolve problems
- Conducts research to resolve issues for various products
- Works collaboratively with different departments to secure technical resources
- Provides training for field service technicians
- Advises on quality improvement and new product development
- Escalates complex problems when necessary
- Coordinates warranty-related technical issues
- Maintains technical knowledge of company products
EDUCATION & EXPERIENCE
Minimum of 5 years of ice machine repair experience or equivalent. Proficiency in HVAC and refrigeration principles. Ability to interpret technical information and diagrams.
KNOWLEDGE & SKILLS
- Strong communication and troubleshooting skills
- Ability to interpret technical information
- Knowledge of design principles and tools
- Strong customer service skills
DECISION MAKING
Demonstrates specialized skills through job-related experience. Identifies key issues, patterns, and solutions effectively.
PHYSICAL REQUIREMENTS
Manufacturing:
- Works on the manufacturing floor with exposure to various hazards
- Physically demanding tasks such as climbing, lifting, and kneeling
- Ability to use hand and power tools
- Requires manual dexterity and standing for long periods
Non-Manufacturing:
- Primarily office-based work environment
- Requires standing and sitting for extended periods
- Ability to lift moderately heavy items
- Includes telephone and computer work
- Effective communication and interpersonal skills
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