Customer Experience Specialist

Panasonic Appliances Refrigeration Systems de México S. A. de C. V.; Newry; On-site; GBP 60,000 - 98,000; Full time

Benefits offered by this job

Health Benefits

Voluntary Benefits

401(k) Retirement Plan

Paid Time-Off

Tuition reimbursement

Wellbeing programs

Job summary

Hussmann proposes a Customer Experience Specialist - CO₂ Refrigeration Systems to lead service, installation, start-up, diagnosis, and repair of CO₂ refrigeration systems used in supermarkets and cold storage facilities.

This exempt role requires independent judgment, advanced knowledge of CO₂ technology, and collaboration with engineering to deliver high-quality service and customer satisfaction.

Qualifications

• High school diploma or equivalent; graduate certification in HVAC/R
• EPA 608 Universal Certification or equivalent
• 15+ years of progressive experience in supermarket refrigeration with 5 years CO2 experience
• Ability to exercise independent judgment in complex technical environments
• Advanced knowledge of refrigeration principles and system controls

Responsibilities

• Lead installation, start-up, and commissioning of CO2 supermarket refrigeration systems
• Provide technical direction to technicians during complex starts and commissioning
• Evaluate system performance and recommend solutions to improve profitability and service delivery
• Coach and train technicians on CO2 technology and controls
• Develop material and labor estimates and identify service and sales opportunities
• Ensure accurate documentation of work orders and service reports
• Diagnose and resolve complex non-routine issues in refrigeration systems
• Analyze compressor operations, oil systems, and pressure controls to optimize performance
• Support large-scale store launches and CO2 adoption initiatives
• Perform additional duties consistent with the role

Skills

CO2 refrigeration knowledge

Troubleshooting

Project leadership

Train others

Independent judgment

Education

HVAC/R certification

EPA 608 Certification

Tools

EMS programming

Controls diagnostics

Job description

Overview

Job Description

The Customer Experience Specialist - CO₂ Refrigeration Systems is responsible for leading the service, installation, start-up, diagnosis, and repair of advanced refrigeration, heating, and air-conditioning systems used in supermarkets, convenience stores, and cold storage facilities. This exempt role requires the consistent exercise of independent judgment and discretion in evaluating system performance, determining appropriate solutions, and prioritizing work to meet customer and business needs. The position also serves as a technical leader and trainer, providing expertise in CO₂ refrigeration systems while supporting operational efficiency, customer satisfaction, and business growth.

Responsibilities

• Lead installation, configuration, and start-up of supermarket refrigeration systems, with a specialized focus on CO₂ systems and advanced controls, exercising discretion in execution and problem-solving.
• Collaborate with and provide technical direction to technicians during complex system start-ups and commissioning activities.
• Evaluate system performance and workplace efficiencies, making recommendations that directly impact profitability, service delivery, and customer outcomes, including warranty resolution.
• Working directly with Engineering to serve as a subject matter expert and trainer, coaching and developing technicians on CO₂ technology, refrigeration processes, diagnostics, controls, and best practices.
• Assess customer needs and identify service and sales opportunities; support service management by developing material and labor estimates and recommending solutions.
• Ensure accurate, timely, and professional completion of documentation, including work orders, service reports, and electronic communications.
• Apply advanced knowledge of electrical and mechanical systems, HVAC operations, EMS programming, and complex schematics to diagnose and resolve system issues.
• Independently troubleshoot and resolve complex and non-routine service issues, determining appropriate repair strategies.
• Analyze and apply knowledge of compressor operations, oil systems, pressure controls, and related components to optimize system performance.
• Demonstrate advanced expertise in CO₂ refrigeration systems, rack and condenser controls, low ambient systems, heat reclaim, refrigerated displays, VFDs, and new store start-ups.
• Support large-scale system implementations, including new retail store launches and CO₂ adoption initiatives.
• Perform additional duties consistent with the level and scope of the role.

Qualifications

• High school diploma or equivalent required; graduate certification in HVAC/R
• EPA 608 Universal Certification or equivalent
• 15+ years of progressive experience in supermarket refrigeration systems, with 5 years of CO₂ systems experience
• Demonstrated ability to exercise independent judgment and discretion in complex technical environments
• Advanced knowledge of refrigeration principles, electrical systems, and system controls
• Strong troubleshooting, analytical, and problem-solving capabilities
• Ability to lead projects, train others, and interact effectively with customers and internal teams
• Must have strong mechanical aptitude to include advanced knowledge of diagnostic procedures and use of tools.
• Must be physically able to walk distances, bend and crouch, climb ladders, work at high elevations and lift/carry objects up to fifty pounds, repetitively and for an external period.

The salary range of $72,61-$134,687 annual is just one component of Hussmann’s total package. Actual compensation varies depending on the individual’s knowledge, skills, experience and location. This role may be eligible for discretionary bonuses and incentives. The minimum hourly wage for this role will be the greater of the posted range, or minimum wage for the location where the employee will be working, subject to local minimum wage requirements.

Benefits & Perks – What’s In It For You

Benefits

• Health Benefits – Offering medical, dental, vision, prescription plans, plus Health Savings Account and Flexible Spending Account options.
• Voluntary Benefits – Life, accident, critical illness, disability, legal, identity theft, and pet insurance.
• Hussmann Retirement Savings & Investment Plan – 401(k) plan with company matching contributions and immediate vesting.
• Paid Time-Off Benefits – Paid time off, stewardship and parental leave.
• Educational Assistance – Tuition reimbursement for job-related courses after six months of service.
• Health Management and Wellbeing Programs –EAP, virtual health management, chronic condition, and tobacco cessation.
• Available to eligible employees starting the first day of the month following their start date. Eligibility for each benefit may vary based on employment status.

About Hussmann

For over a century, Hussmann Corporation has been a global leader in commercial refrigeration equipment — delivering solutions that meet the demands of the modern food retailing industry. Headquartered in St. Louis, MO, Hussmann offers a diverse range of products and connected solutions designed to enhance operational efficiency, optimize visibility of merchandise, and keep food fresh. With a nationwide network of skilled technicians, Hussmann goes beyond manufacturing — a trusted partner, relentlessly driving customer success. For more information about Hussmann, please visit www.hussmann.com.

Hussmann is a subsidiary of Panasonic USA.

Hussmann is proudly committed to creating an inclusive environment. All qualified applicants will receive consideration for employment without regard to veteran status, disability, age, race, color, religion, sex, national origin, genetics, medical condition, or any other characteristic protected by law.