Foodservice Equipment Tech Support Specialist

Garland Commercial Ranges; Cleveland (OH); On-site; USD 55,000 - 85,000; Full time

Benefits offered by this job

Competitive wage

Healthcare (medical, dental, vision)

401(k) savings plan

Tuition Assistance

Paid Time Off (PTO)

Job summary

Garland Commercial Ranges in Ohio is seeking a Tech Service Specialist to provide technical phone and email support for Garland products. You will analyze customer issues, guide repairs, and document actions in our warranty system while coordinating with service coordinators.

The role requires a technical degree or equivalent, at least four years in field service (preferably foodservice), strong knowledge of gas and electricity, and proficient use of Microsoft Office.

Qualifications

• Strong technical background including knowledge of gas and electricity.
• Ability to read and explain schematics and wiring diagrams.
• Excellent organizational skills and self-sufficiency.
• Proficient in English communication with all staff levels.
• Willing to adjust solutions and hours to customer expectations with urgency.
• Experience in field service, preferably in food service.
• Ability to perform root cause analysis and interpret varied instructions.
• Must be located in central or eastern time zones.

Responsibilities

• Provide technical and parts expertise to service techs, service agencies, sales and customers via phone and email.
• Advise customers on replacement and repair parts information using company systems.
• Assist in determining needed repairs using field data, pictures, control data or discussions.
• Proactively identify, communicate, and resolve customer complaints regarding quality, tolerances, specifications, and delivered condition.
• Plan, direct, supervise, train, and motivate Customer Service Coordinators, Technical Service, Field Service, and Invoicing teams.
• Participate in the after-hours on-call rotation.
• Fulfill financial control and risk management responsibilities.
• Foster a continuous improvement culture in customer service.
• Provide detailed trip reports for travel and issues requiring travel.
• Travel into the field whenever necessary.
• Operate in alignment with company core values.

Skills

Gas & electricity knowledge

Read schematics

English communication

Microsoft Office

Problem solving

Customer service

Training material development

Strong organizational skills

Education

Technical Degree or equivalent

Tools

Outlook

Excel

Word

PowerPoint

Teams

Job description

Garland Commercial Ranges in Ohio is seeking a Tech Service Specialist to provide technical phone and email support for Garland products. You will analyze customer issues, guide repairs, and document actions in our warranty system while coordinating with service coordinators.

The role requires a technical degree or equivalent, at least four years in field service (preferably foodservice), strong knowledge of gas and electricity, and proficient use of Microsoft Office.