Duties & Responsibilities
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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
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Qualifications & Working Conditions
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Education
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High school diploma or equivalent/Experience required
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Experience
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5 -10 years in equipment repair and maintenance. Technical experience in relevant field.
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Knowledge, Skills & Abilities
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- 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
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Working Conditions
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- 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.
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PPE Required
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Yes
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% Travel Required
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10%
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Direct Reports
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None
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