Field Technical Service Specialist

6 days ago

Mayfield Heights, United States Welbilt Inc Full time
Job Description

We are Garland We design, manufacture and supply best-in-class commercial ovens, ranges, grills and countertop cooking equipment for the global foodservice market. We empower you to grow with us. We recognize you and reward you. We win together as one team.

As Technical Service Specialist - you will provide office and field-based technical support for assigned product lines including, diagnostic assistance, technical training, customer operational training, key account support, escalation resolution and rollouts/market tests. This position will required mandatory participation in afterhours on call rotation.

Reporting directly to the Assistant Manager Technical Service, this position will be tied to our Mayfield Heights, OH facility but may work remotely from the US.*

Major Accountability

  • Answer technical assistance inquiries from service agents, sales, and customers.
  • Extensive domestic travel to support customer/product issues, field or market tests, and service agent training.
  • Participate on cross functional meetings such as NPI, NPL, EIM and others as assigned.
  • Identifies, develops, and formats literature and training curriculum content.
Key Tasks And Responsibilities
  • Respond in a timely manner to technical assistance inquiries from service agents, sales, and customers.
  • Regional and International travel to: Support customer/product issues in the field. Provide technical assistance in the field. Support and execute Key Customer roll-out plans and/or market tests. Train and support service agents on current and new product/equipment. Passport required.
  • Work closely with Technical Service Representatives, Sales Departments, the Customer Service Manager to ensure prompt and efficient handling of escalated service and Key Customer issues.
  • Participate on cross functional meetings such as NPI, NPL, EIM and others as assigned.
  • Identify, monitor, and report major field quality/service issues, log data and report out to engineering, quality, and product management.
  • Identify, develop, and format literature and training curriculum content.
  • Mentors and coaches lower-level technical resources.
Specialized Skills, Knowledge, And Abilities
  • Associate's degree; preferably in Engineering or related field; with a minimum of two years of technical service experience is required. Will consider a minimum of six years of experience servicing foodservice refrigeration equipment in lieu of education.
  • Prior experience working in Beverage, foodservice or HVAC/commercial refrigeration and electrical technical service.
  • Data analysis, time management, knowledge regarding commercial catering equipment and their use.
  • Proficiency in the use of electrical and gas pressure measuring equipment for diagnostics.
  • CFESA certification is preferred.
  • Ability to communicate with tact effectively - written and verbal.
  • Strong customer service and interpersonal skills.
  • Familiar and able to work with Microsoft Office programs: Word, Excel and Outlook.
  • Ability to travel domestically - up to 10% of the time.
  • Willing and able to work on-call (on a rotating basis) for calls after hours, as required.
Our Benefits:

We believe that our people our one of our most valuable assets. That's why we provide our employees with a competitive benefits package that helps protect their health, income and lifestyle. Some offerings are dependent upon the role, work schedule, or location, and can include the following:
  • Competitive wage
  • Healthcare (medical, dental, vision)
  • 401(k) savings plan
  • Wellness Program
  • Supplemental Health Plans
  • Employee Assistance Program
  • Training and Development
  • Tuition Assistance
  • Holiday Pay opportunities
  • Employee discounts
  • Paid Time Off (PTO)
  • On-the-job training and skills development
  • Basic Life Insurance
  • Leave Program
  • Employee Events and more...


*Mayfield Heights, Ohio specializes in providing customer and technical support for our award-winning Welbilt brands - Cleveland, Convotherm, Garland, Lincoln, Merrychef, and Merco. These world class product lines create steam cooking equipment, including kettles, skillets, combi, ovens, rotisseries, convection steamers, cook/chill systems and hot-holding equipment. The facility in Mayfield Heights, OH is a division of Ali Group.

For more information about Garland, visit www.garland.com

To explore more Career opportunities at Welbilt, visit www.careers.welbilt.com.

Welbilt, Inc. is an equal opportunity employer which values diversity in the workplace. All applicants shall receive equal consideration and treatment in employment without regard to race, color, religion, ancestry, national origin, age, sex, marital status, familial status, medical condition, or any other status protected by law. All recruitment, hiring, placements, transfers and promotions will be on the basis of individual skills, knowledge, abilities, and business need.

#Garland

#LI-Remote

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