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Tech Service Specialist V

Job Details

Frymaster - Shreveport, LA

Description

Job Title: Technical Service Specialist V

 

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Department: Service Admin

Supervisor: Mgr. Technical Service II

Location: Line Ave

Job Grade: 4E

FLSA Status: Exempt

Revised: June 2025

 

Job Purpose

Provides technical support on incoming inquiries from Customers, Sales, and Service Techs and service agencies regarding service and repair issues with our equipment. Interfaces with all Frymaster/Merco Engineering outside third party sources and Technical Service on support of equipment.  Integral in troubleshooting, repair and support of equipment in the field and customer satisfaction.

 

 

Duties & Responsibilities

Major Accountability

  • Provides technical support on the product brand equipment for Service Techs, Service agencies, Sales, Engineering and customers via phone, email, 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.
  • Reviews and learns training materials for Call Center and field technician use to install, troubleshoot and repair of Frymaster/Merco equipment
  • Resolve Customer escalation issues

 

 

Qualifications & Working Conditions

Education

High school diploma or equivalent/Experience required

Experience

5 -10 years in equipment repair and maintenance. Technical experience in relevant field.

Knowledge, Skills & Abilities

  • Proficiency in Microsoft Office (Word, Excel, Outlook)
  • Strong verbal and written communication skills with professionalism and tact
  • Solid understanding of wired and wireless computer networking
  • Basic knowledge of all relevant product lines
  • Excellent decision-making and problem-solving abilities
  • Proven supply chain management skills
  • Ability to read and interpret wiring schematics, blueprints, and technical drawings
  • Mechanically and electrically inclined
  • CFESA certifications are a plus
  • Experience in food service equipment repair and use of related tools

 

Working Conditions

  • Office setting, heavy phone and computer use.  May be scheduled on weekends.  There is on-call duty on a rotating basis for after-hour calls. 
  • Ability to work mandatory overtime, flexible hours, and/or overtime on short notice.

PPE Required

Yes

% Travel Required

10%

Direct Reports

None

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