Field Support Technician

RemX | The Workforce Experts; Vernon Hills (IL); On-site; USD 65,000 - 75,000; Full time

Benefits offered by this job

Life insurance

AD&D insurance

Disability insurance

HSA contributions

Employee Assistance Program

Financial wellness services

Travel assistance

Paid holidays

Paid time off

Sick days

Tuition assistance

Bonus eligibility

Job summary

RemX | The Workforce Experts in Vernon Hills is seeking a Field Support Technician to join our in-office team on a Monday–Friday schedule. The role uses your technical experience to support distributors, dealers, and customers through the Service Department’s Technical Support Line, with most help provided remotely by phone, text, and chat.

You will troubleshoot issues, review warranty claims, assist with National Accounts projects, and coordinate equipment start-ups with service providers.

Qualifications

• EPA Section 608 Type I and Type II certification
• Two-year certificate in air conditioning and refrigeration or equivalent experience
• Proficiency with Windows-based computer systems
• Proficiency in Microsoft Office, particularly Excel
• Ability to learn and use CRM and SMS platforms while entering customer information in real time
• Willingness to work more than 40 hours per week when needed
• Strong communication and presentation skills
• Professional demeanor and appearance
• Willingness to travel occasionally

Responsibilities

• Troubleshoot technical and service issues by phone, text, and chat.
• Document customer interactions and service details in the database.
• Review and verify labor warranty claims before processing.
• Assist with National Accounts projects and follow-up activities.
• Support Consumer Products inquiries and recommend next steps.
• Respond to routine service-assistance requests and correspondence.
• Recognize and report emerging field service concerns.
• Coordinate equipment start-ups between KES and service providers.
• Support the Installation Coordinator by contacting service providers and processing invoices.
• Participate in a rotating schedule for 24/7 Technical Support Line coverage.
• Review and analyze data to identify warranty causes, trends, and risks.

Skills

Windows proficiency

Microsoft Excel

Communication & presentation

Willingness to travel

Customer service mindset

Education

Two-year certificate in air conditioning and refrigeration

Tools

CRM platforms

SMS platforms

Microsoft Office

Excel

Job description

Love commercial refrigeration but ready to leave the field behind? Want your nights, weekends, and holidays back? This could be the opportunity for you!

We are hiring a Field Support Technician for our Vernon Hills office. This full-time, in-office role offers a Monday-through-Friday schedule, excellent benefits, and the opportunity to put your technical experience to work without the demands of a traditional field position.

In addition to greater work-life balance, we offer a top-tier benefits package designed to support our employees.

Job Description:

As a Field Support Technician, you will use your technical expertise to assist distributors, dealers, and customers through the Service Department’s Technical Support Line. Most support will be provided remotely by phone, text, and chat, although occasional field service assistance may be required.

In this role, you will:

• Troubleshoot technical and service-related issues by phone, text, and chat.
• Document customer interactions and service details accurately in the database.
• Review and verify labor warranty claims before processing.
• Assist with National Accounts projects and follow-up activities.
• Support Consumer Products inquiries and recommend appropriate next steps.
• Respond to routine service-assistance requests and correspondence.
• Recognize and report emerging or significant field service concerns.
• Coordinate selected equipment start-ups between KES and service providers.
• Support the Installation Coordinator by contacting service providers, offering technical assistance, and processing invoices.
• Participate in a rotating schedule for 24/7 Technical Support Line coverage.
• Review and analyze data to identify potential warranty causes, trends, and risks.

Qualifications:

The ideal candidate will possess the following:

• EPA Section 608 Type I and Type II certification.
• A minimum two-year certificate in air conditioning and refrigeration, or equivalent professional experience.
• Proficiency with Windows-based computer systems.
• Proficiency in Microsoft Office, particularly Excel.
• Ability to learn and effectively use CRM and SMS platforms while entering customer information in real time.
• Willingness to work more than 40 hours per week when business needs require.
• Strong communication and presentation skills.
• A professional demeanor and appearance.
• Willingness to travel occasionally, as needed.

Salary Range:

$65,000 - $75,000

• Employee life insurance and accidental death and dismemberment (AD&D) coverage
• Short-term and long-term disability coverage
• Company HSA contributions for employees enrolled in a high-deductible health plan
• Employee Assistance Program
• Financial wellness services through Truist Momentum
• Travel assistance through Lincoln TravelConnect
• 10 paid holidays
• Accrued paid time off
• Five prorated sick days
• Tuition assistance
• Eligibility to participate in annual performance-based bonuses

Voluntary Benefits

• Medical insurance through Blue Cross Blue Shield
• PPO and high-deductible health plan options
• Health Savings Account through HealthEquity
• Prescription benefits through Express Scripts
• Dental insurance through Delta Dental
• Vision coverage through VSP
• Medical and dependent-care flexible spending accounts through Flores
• Additional voluntary life insurance and AD&D coverage, including dependent coverage
• Supplemental plans through UNUM, including:
• Critical illness insurance
• Hospital indemnity insurance
• Group legal coverage and identity-theft protection through LegalShield
• 401(k) retirement plan with a company match

Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.