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Refrigerated Solutions Group · 8 hours ago

Technical Service Specialist

Hudson, WI

Full-time

Onsite

Mid, Senior Level

$65K/yr - $75K/yr

5+ years exp

Refrigerated Solutions Group is seeking a Technical Service Specialist to assist customers and field technicians with installation, repair, parts, and warranty issues. The role involves providing technical support, coordinating with service companies, and maintaining expertise in the refrigerated solutions industry.

Hiring Manager

Emma D.

Responsibilities

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 servicing 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

Qualification

Customer relationship skillsRefrigeration experienceTroubleshooting refrigeration systemsTechnical communicationProject managementMicrosoft OfficeERP systemService Management SystemSalesforceEpicor

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