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HVAC Technical Service Specialist
3 months ago
As Technical Service Specialist – you will be responsible for providing technical support on incoming inquiries from Customers, Sales, and Service Techs and service agencies, regarding service and repair issues with supported equipment in the field. This position will support Welbilt’s Merrychef brand*.
Reporting directly to the Director Technical Service; this position will be based in Fort Wayne, IN or Dallas, TX and may have the ability to work remotely depending on the location.
MAJOR ACCOUNTABILITY:
Provide technical support on the product brand equipment for Service Techs, Service agencies, Sales and customers via phone, email, or possibly at a customer's location.
Work closely with Management, Customer Service, Sales and Engineering to resolve escalated technical support issues evolving around the brands equipment in a timely manner.
Warranty review of claims entered into the CPS system to determine if a warranty is accurate and meets the standards set by particular product brand.
KEY TASKS & RESPONSIBILITIES:
Provides technical assistance and service support for inquiries received, via phone or email from for Service Techs, Service agencies, Sales and customers.
Identifies the source of inquiries received from for Service Techs, Service agencies, Sales and customers of the product brand.
Responds to routine correspondence requests for service assistance from Service Techs, Service agencies, Sales and customers.
Maintains accuracy of computerized service records and files from for Service Techs, Service agencies, Sales and customers of the product brand.
Under direction of supervision and\or mentors, takes opportunities to educate themselves on product lines, service issues, and tools used in this area
Participate in on-call rotation supplying technical support to customers and service agencies after normal business hours
QUALIFICATIONS:
Associate’s or technical degree; preferably in Engineering or related field; with a minimum of three years of field technical service experience with HVAC commercial foodservice equipment is required. Will consider a minimum of six years of experience servicing foodservice equipment in lieu of education.
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.
Ability to work weekends (as necessary).
Willing and able to work on-call (on a rotating basis) for calls after normal work hours.
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…
* Merrychef, a Welbilt brand, is a leading manufacturer of award-winning, innovative, commercial high speed ovens: delivering fresh, hot food on demand. Merrychef is constantly investing in research and development to reduce order-to-table times, eliminate waste, and expand menus. The facility based in Mayfield Heights, OH and Fort Wayne, IN supports our Merrychef brand, a division of Ali Group.
For more company information, visit www.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.
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