SUMMARY
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
- 2+ years of experience in technical support, preferably in refrigeration, HVAC, or electronics preferred
- Minimum 1 year of field experience in HVAC or a related technical area required
- 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 required, Universal certification preferred
Physical Demands & Work Environment
- Primarily office-based role with regular use of phones and computers
- Occasional exposure to manufacturing and warehouse environments
- Monday – Friday 9:30am to 6:30pm
Job Type: Full-time
Pay: From $60,000.00 per year
Benefits:
- 401(k) matching
- Dental insurance
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Parental leave
- Tuition reimbursement
- Vision insurance
Schedule:
- 8 hour shift
Work Location: In person