Technical Product Support Specialist

ITW Food Equipment Group; Fort Worth (TX); On-site; USD 52,000 - 86,000; Full time

Job summary

ITW Food Equipment Group in Fort Worth, TX is seeking a Technical Support Specialist who will be the front line for product knowledge, offering expert phone support to independent service agents and customers, ensuring high performance of Traulsen refrigeration equipment.

You will troubleshoot, document incidents, collaborate with engineering, handle warranty claims, and lead internal trainings in a primarily office-based role with occasional exposure to manufacturing environments.

Qualifications

• Minimum 2 years in hardware technical support.
• Experience in refrigeration, HVAC, or electronics preferred.
• Excellent communication and listening skills.
• Proven customer service excellence and reliability.
• Ability to document incidents and maintain service records.

Responsibilities

• Deliver expert technical troubleshooting and repair assistance via phone.
• Manage and resolve equipment performance and service-related complaints.
• Collaborate with Engineering and Quality to address product issues.
• Lead in-house technical training sessions.
• Process warranty claims within approval limits.
• Assist with upgrades and retrofit programs.
• Create and update technical documentation.

Skills

Communication skills

Customer service

Problem-solving

Analytical thinking

Microsoft Office

Phone etiquette

Multitasking

Documentation

Education

High school diploma or equivalent

EPA 608 Type I or Universal certification

Tools

Microsoft Office Suite

Outlook

Excel

Word

Job description

Job Description:

Join a team that supports over

Summary

Job Description

Join a team that supports over $1 billion in refrigeration equipment in the field. As a Technical Support Specialist, you will be the front line of product knowledge and technical expertise, providing outstanding phone support to independent service agents. This role is key to ensuring excellent customer service and maintaining the high performance of Traulsen’s refrigeration equipment.

Key Responsibilities

• Deliver expert technical troubleshooting and repair assistance via phone to independent service agents
• Manage and resolve equipment performance and service-related complaints from customers
• Collaborate with Engineering and Quality teams to investigate and develop solutions for product issues
• Support and lead in-house technical training sessions
• Evaluate and process warranty claims within designated approval limits
• Assist in implementing upgrade and retrofit programs as required
• Contributes to the creation and updating of Owner’s Manuals, parts lists, and other technical documentation
• Utilize Microsoft Office Suite and other company software to document incidents, track support interactions, and maintain service records

Qualifications

• At a minimum, 2 years of experience in hardware technical support required. Technical support in refrigeration, HVAC, or electronics strongly preferred.
• Field experience in HVAC or a related technical area strongly preferred.
• Strong communication and listening skills
• Proven customer service excellence
• Dependable, reliable, and solution-oriented
• Solid analytical and problem-solving abilities
• Proficient in general computer use, including Microsoft Office Suite (Outlook, Word, Excel, etc.)
• Comfortable with typing while on calls and managing multiple software systems simultaneously
• Excellent phone etiquette and ability to communicate clearly and effectively over the phone

Education & Certifications

• High school diploma or equivalent required
• EPA 608 Type I or Universal certification required, or the ability to obtain one within the first 90 days of employment.

Physical Demands & Work Environment

• Primarily office-based role with regular use of phones and computers
• Occasional exposure to manufacturing and warehouse environments

Hours of Work

• Monday – Friday 9:30am to 6:30pm

ITW is an equal opportunity employer. We value our colleagues’ unique perspectives, experiences and ideas and create workplaces where everyone can develop their careers and perform to their full potential.

As an equal employment opportunity employer, ITW is committed to equal employment opportunity and fair treatment for employees, beginning with the hiring process and continuing through all aspects of the employment relationship.

All qualified applicants will receive consideration for employment without regard to race, color, sex, gender identity, sexual orientation, religion, national origin, age, disability, protected Veteran status or any other characteristic protected by applicable federal, state, or local laws.