Electrolux Professional UK & Ireland · 3 hours ago
Technical Support Lead
88 Armory Road, Vicksburg, 39183, US
Full-time
Hybrid
Mid, Senior Level
2+ years expElectrolux Professional Group is committed to meeting needs beyond tomorrow, and they are seeking a Technical Support Lead to oversee customer care operations. This role involves providing advanced technical assistance, leading a team, and ensuring a high standard of customer support.
Machinery
Responsibilities
Lead and support daily operations of the Customer Care / Technical Service team to ensure timely, accurate, and professional customer support
Furnish advanced technical assistance to customers, sales, and consultants, including troubleshooting, field installation support, start-up supervision, and equipment recommendations
Serve as the primary escalation point for complex service-related issues; handle customer calls and complaints requiring advanced technical judgment
Ability to independently conduct and lead on-site troubleshooting, field installation activities, and supervision of equipment start-ups with minimal or no supervision
Coordinate and dispatch service calls; balance workloads and priorities to meet service level expectations
Monitor ticket queues; assign, prioritize, and rebalance work to ensure timely resolution and consistent customer experience
Review, evaluate, and process returned warranty parts associated with warranty claims; ensure all claims are processed by month end
Provide assistance to Manufacturing, Engineering, and Quality regarding warranty trends, returns, and product performance issues
Ensure accurate documentation of customer interactions, technical cases, service dispatches, and outcomes
Coach and mentor team members to ensure adherence to SOPs and quality standards
Support onboarding, training, and development of Customer Care / Technical Service representatives
Run and analyze operational and warranty reports
Participate in cross-functional teams and service improvement initiatives
Provide technical input to product development and quality discussions
Occasional travel may be required to perform customer visits
Perform other duties as required by management
Qualification
Required
Strong computer proficiency and ticketing system experience
Excellent verbal and written communication skills
Strong leadership and organizational skills
Advanced problem-solving abilities
High attention to detail
Working knowledge of commercial foodservice equipment
High school diploma or equivalent required
2–4 years of Customer Care or Technical Service experience or relevant leadership experience
10% - 20% travel required
Preferred
Bi-lingual (Spanish/English) preferred
Associate or bachelor's degree preferred
Trade School and Factory Training Certification for Refrigeration, Steam or Mechanical Commercial Equipment or Equivalent Field Experience
Minimum of 5-7 years' experience with troubleshooting Refrigeration, Steam or Mechanical Commercial Equipment
Benefits
Trust, ownership, and the opportunity to grow
The possibility to work hybrid and build a flexible worklife balance
Country-specific perks and benefits designed to support your well-being.
Company
Electrolux Professional UK & Ireland
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10001+ employees
H1B Sponsorship
Electrolux Professional UK & Ireland has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2022 (2)
Funding
Current Stage
Late StageCompany data provided by crunchbase