Tech Service Specialist

KOLPAK LLC; Parsons (TN); On-site; USD 50,000 - 75,000; Full time

Benefits offered by this job

Healthcare

401(k) Savings Plan

Wellness Program

Training and Development

Tuition Assistance

Paid Time Off (PTO)

On-the-job training

Job summary

Kolpak LLC is seeking a Tech Service Specialist to provide technical support for refrigeration equipment in the field. The role involves analyzing warranty claims, coordinating service dispatches, and maintaining service records.

You’ll work closely with management, service techs, sales, and engineering to resolve escalated issues and expand product knowledge. Ideal candidates have an associate/technical degree in refrigeration or related field and at least 3 years of equipment repair

Qualifications

• Associate’s degree or technical degree preferred in commercial refrigeration or related field; minimum 3 years in equipment repair or maintenance.
• Strong MS Office skills and ability to document service records precisely.
• Excellent verbal and written communication with customers, service techs, and sales teams.

Responsibilities

• Provide technical assistance and service support via phone, email, or chat for service techs, agencies, sales and customers.
• Review warranty claims in CPS system to determine validity against brand standards.
• Coordinate dispatch of Factory Authorized Service companies for warranty repairs and follow up on repair status.
• Maintain accurate computerized service records for all customers and product lines.
• Collaborate with management, customer service, sales and engineering to resolve escalated technical issues.
• Assist with installation quote requests from Sales and understand basic refrigeration cycles.

Skills

Basic refrigeration cycle

Basic electrical knowledge

Wiring diagrams

Verbal & written communication

Team collaboration

Education

Associate's degree or technical degree in refrigeration or related field

Tools

Corrigo Pro

MS Office (Word, Excel, PowerPoint, Outlook)

Job description

The Tech Service Specialist is responsible for providing technical support on incoming inquiries from Customers, Sales, and Service Techs and service agencies, regarding service and repair issues with supported equipment in the field. Working under close supervision, reviews and approves or denies warranty claims submitted into the CPS system by the Welbilt service network.Reporting directly to the Director of Service, this position is based on-site in Parsons, TN*.Major Accountability:Provide technical support on the product brand equipment for Service Techs, Service agencies, Sales and customers via phone, email, Chat or possibly at a customer's location.Work closely with Management, Customer Service, Sales and Engineering to resolve escalated technical support issues evolving around the brands equipment in a timely manner.Warranty review of claims entered the CPS system to determine if a warranty is accurate and meets the standards set by particular product brand.Interact with Corrigo Pro facilities management software for service tickets and follow up.Dispatch Factory Authorized Service companies for warranty repairs. Follow up for status of repairs.Key Tasks & Responsibilities:Provides technical assistance and service support for inquiries received via phone, email or Chat from for Service Techs, Service agencies, Sales and customersIdentifies the source of inquiries received from Service Techs, Service agencies, Sales and customers of the product brand.Responds to routine correspondence requests for service assistance from Service Techs, Service agencies, Sales and customers.Maintains accuracy of computerized service records and files from for Service Techs, Service agencies, Sales and customers of the product brand.Under direction of supervision and\or mentors, takes opportunities to educate themselves on product lines, service issues, and tools used in this areaComplete installation quote requests from Sales.Know the basic refrigeration cycle.Have basic electricity knowledge and be able to understand wiring diagrams.Dispatch Factory Authorized Service companies for warranty repairs. Follow up for status of repairs.Associate’s degree or technical degree is preferred in commercial refrigeration or related field with a minimum 3-year experience in equipment repair or maintenance; in lieu of degree, a minimum of 6 years of experience in equipment repair or maintenance.Proficient in MS Office skills - Word, Excel, PowerPoint and Outlook.Ability to communicate well and with tact verbally and in writing.In depth knowledge of product line.Willing to work in an office environment with a great deal of phone usageMay be scheduled on weekends; may be on-call duty on a rotating basis for afterhours coverageMust be able to walk and stand for long periods of time and wear PPE as needed.Our Benefits:We believe that our people are one of our most valuable assets. That’s why we provide our employees with a competitive benefits package that helps protect their health, income and lifestyle. Some offerings are dependent upon the role, work schedule, or location, and can include the following:Competitive wageHealthcare (medical, dental, vision)401(k) savings planWellness ProgramSupplemental Health PlansEmployee Assistance ProgramTraining and DevelopmentTuition AssistanceEmployee discountsPaid Time Off (PTO)On-the-job training and skills developmentBasic Life InsuranceLeave ProgramEmployee Events and more…*Kolpak is dedicated to ensuring confidence in the future of food service businesses and operations. Since 1969, Kolpak has manufactured quality, reliable, and efficient walk-in coolers, freezers, and refrigeration that protects our customers’ products and promises they need to deliver, both today and for years to come. Our commitment to the industry and our customers has made Kolpak a leading global brand. The Kolpak facility is centrally located between Memphis and Nashville, just off I-40 on the beautiful Tennessee River in Parsons, TN. Kolpak, a Welbilt brand, is a division of Ali Group.For more information about Kolpak, visit www.kolpak.comKolpak is an equal opportunity employer, as to all protected groups, including protected veterans and individuals with disabilities.