Quality Control - JSI

LSI Industries Inc.; Bangor, Northern (ME, KY); Hybrid; USD 50,000 - 75,000; Full time

Job summary

LSI Industries Inc. is actively looking for a Refrigeration Tech Support Phone Operator based in Bangor, Maine. This role involves being the primary contact for our field technicians and clients, using your expertise to resolve refrigeration issues remotely.

The ideal candidate has over 3 years of experience in commercial refrigeration and must hold an EPA 608 Universal Certification. Strong analytical skills and excellent communication abilities are essential for guiding technicians through complex repairs.

Qualifications

• 3+ years of hands-on experience in commercial or industrial refrigeration and HVAC service.
• Deep understanding of refrigeration principles, electrical schematics, and electronic controls.
• Strong problem-solving skills, capable of working under pressure.

Responsibilities

• Diagnose mechanical, electrical, and control-system failures via phone or video chat.
• Guide technicians through repair procedures and system calibrations.
• Log all support calls accurately in the CRM/ticketing system.

Skills

Hands-on experience in refrigeration

Excellent phone etiquette

Analytical skills

Education

EPA 608 Universal Certification

RETA certification or vocational/trade degrees

Tools

C ticketing platforms

Microsoft Office

Job description

We are seeking a knowledgeable and customer-focused Refrigeration Tech Support Phone Operator to be the primary point of contact for our field technicians and commercial clients. You will use your diagnostic skills and industry knowledge to resolve refrigeration issues over the phone, minimizing equipment downtime and ensuring operational continuity.

Key Responsibilities

• Remote Troubleshooting: Diagnose mechanical, electrical, and control-system failures in commercial refrigeration units and display cases via phone or video chat.
• Technical Guidance: Guide field technicians and end-users through step-by-step repair procedures, parts replacement, and system calibrations.
• Documentation: Log all support calls, diagnostics, and outcomes accurately in the CRM/ticketing system.
• Triage & Escalation: Determine if the problem can be fixed remotely or if dispatching an emergency on-site technician is necessary.
• Resource Sharing: Provide information on submittals, wiring diagrams, capacity tables, and parts ordering.
• Compliance: Ensure all troubleshooting adheres to EPA and local environmental refrigerant-handling regulations.

Qualifications & Requirements

• Experience: 3+ years of hands‑on experience in commercial or industrial refrigeration and HVAC service.
• Certifications: EPA 608 Universal Certification required. RETA certification or vocational/trade degrees are a plus.
• Technical Knowledge: Deep understanding of refrigeration principles, electrical schematics, and electronic controls.
• Communication Skills: Excellent phone etiquette and the ability to explain complex technical concepts to callers with varying levels of experience.
• Computer Proficiency: Familiarity with C ticketing platforms and Microsoft Office.
• Problem‑Solving: Strong analytical skills with the ability to remain calm and focused in high-pressure or emergency situations.