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Field Service Technical Specialist
2 months ago
Quality, Innovation, and You
Are you seeking a fulfilling career with an organization that prioritizes its workforce? Hoshizaki America stands as a global frontrunner and pioneer in the commercial food service sector, and we are on the lookout for skilled professionals to enhance our team.
Our commitment lies in delivering superior ice machines, refrigeration units, and various other equipment.However, our dedication goes beyond mere products – we strive to cultivate a robust, cooperative workplace where our employees can flourish, all while upholding our core values of Trust, Collaboration, Transparency, and Compliance.
Position OverviewHoshizaki America is in search of a Field Service Technical Specialist to join our team. This role entails providing on-site training to independent service representatives across North America, Central America, and select regions of South America.
Moreover, the specialist will offer expert troubleshooting and resolution support to guarantee optimal functionality and customer satisfaction across all product lines through proactive maintenance and configuration advice.
Key Responsibilities1. Deliver advanced troubleshooting and resolution support to end users, service technicians, and distributors via telephone.
2. Leverage extensive knowledge in mechanical, HVAC, and refrigeration systems to provide technical solutions for both current and legacy product lines.
3. Guide customers on preventive maintenance practices and configuration modifications to enhance product performance and overall satisfaction.
Impact of the Role
1. Provide inbound telephone troubleshooting and diagnostic support to address product or equipment failure issues.
2. Employ advanced diagnostic methods to identify issues, investigate causes, and recommend corrective actions. Document all solutions in the computerized call system for future reference.
3. Actively engage with customers, seeking clarification, and reviewing diagrams, drawings, and schematics for complex technical challenges.
4. Conduct thorough research to resolve issues related to obsolete and discontinued products.
5. Collaborate with Manufacturing, Service Parts, and Engineering to obtain technical manuals and alternative components for existing and discontinued products.
6. Aim to minimize end-user downtime and maximize the first-time resolution rate of machinery and equipment.
7. Advise on quality and new product development concerning recurring component failures.
8. Escalate highly complex issues to management or engineering as necessary.
9. Facilitate classroom training for field service technicians, covering equipment interworking and solutions for common problems and failures.
10. Coordinate warranty-related technical issues with Customer Service Representatives.
11. Maintain comprehensive technical knowledge of company products.
12. Regularly update training content to reflect new information and enhance learning methodologies.
Minimum Qualifications
Associate's or Technical degree with a minimum of 5 years of experience in ice machine repair, or an equivalent combination of education and experience.
A well-rounded understanding of HVAC and/or refrigeration operating principles is required, along with the ability to read and interpret blueprints, drawings, and system diagrams.Preferred Qualifications
1. Strong communication skills with the ability to effectively convey technical issues.
2. Proficient in troubleshooting at both subsystem and system levels, utilizing identifiable problem-solving techniques.
3. Capable of understanding and interpreting advanced written technical documentation.
4. Knowledgeable in design techniques, tools, and principles involved in producing precise technical plans, blueprints, drawings, and models.
5. Familiarity with machines and tools, including their designs, uses, repair, and maintenance.
6. Excellent customer service skills with the capacity to manage high call volumes.
Compensation
This position offers a competitive salary range along with a comprehensive benefits package. The salary range begins at a minimum of $63,000.
This range is subject to adjustment based on relevant experience.Location
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