Technical Product Support Specialist

Job Description:

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.

ESSENTIAL DUTIES AND 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 strongly 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 AND CERTIFICATION

• High school diploma or equivalent required

• EPA 608 Type I required, Universal certification preferred

PHYSICAL DEMANDS & WORK ENVIRONMENT

The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Must be able to:

• Perform activities including bending, stooping, standing, walking

• Stand and walk from two (2) to four (4) hours per day

• Climb up and down stairs two (2) to four (4) times per day

• Operate common office equipment, i.e. PC, phone, copier, printer, fax

• Use various measuring instruments

• Work in climate-controlled environment

Hours of Work

• Monday – Friday 9:30am to 6:30pm