Tech Service Specialist (50450)

The Tech Service Specialist is responsible for providing technical support on incoming inquiries from Customers, Sales, and Service Techs and service agencies, regarding service and repair issues with supported equipment in the field. Working under close supervision, reviews and approves or denies warranty claims submitted into the CPS system by the Welbilt service network.

Reporting directly to the Director of Service, this position is based on-site in Parsons, TN*.

Major Accountability

• Provide technical support on the product brand equipment for Service Techs, Service agencies, Sales and customers via phone, email, Chat 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.
• Warranty review of claims entered the CPS system to determine if a warranty is accurate and meets the standards set by particular product brand.
• Interact with Corrigo Pro facilities management software for service tickets and follow up.
• Dispatch Factory Authorized Service companies for warranty repairs. Follow up for status of repairs.

Key Tasks & Responsibilities

• Provides technical assistance and service support for inquiries received via phone, email or Chat from for Service Techs, Service agencies, Sales and customers
• Identifies the source of inquiries received from Service Techs, Service agencies, Sales and customers of the product brand.
• Responds to routine correspondence requests for service assistance from Service Techs, Service agencies, Sales and customers.
• Maintains accuracy of computerized service records and files from for Service Techs, Service agencies, Sales and customers of the product brand.
• Under direction of supervision and\or mentors, takes opportunities to educate themselves on product lines, service issues, and tools used in this area
• Complete installation quote requests from Sales.
• Know the basic refrigeration cycle.
• Have basic electricity knowledge and be able to understand wiring diagrams.
• Dispatch Factory Authorized Service companies for warranty repairs. Follow up for status of repairs.

Qualifications

• Associate’s degree or technical degree is preferred in commercial refrigeration or related field with a minimum 3-year experience in equipment repair or maintenance; in lieu of degree, a minimum of 6 years of experience in equipment repair or maintenance.
• Proficient in MS Office skills - Word, Excel, PowerPoint and Outlook.
• Ability to communicate well and with tact verbally and in writing.
• In depth knowledge of product line.
• Willing to work in an office environment with a great deal of phone usage
• May be scheduled on weekends; may be on-call duty on a rotating basis for afterhours coverage
• Must be able to walk and stand for long periods of time and wear PPE as needed.

Our Benefits

We believe that our people are one of our most valuable assets. That’s why we provide our employees with a competitive benefits package that helps protect their health, income and lifestyle. Some offerings are dependent upon the role, work schedule, or location, and can include the following:

• Competitive wage
• Healthcare (medical, dental, vision)
• 401(k) savings plan
• Wellness Program
• Supplemental Health Plans
• Employee Assistance Program
• Training and Development
• Tuition Assistance
• Employee discounts
• Paid Time Off (PTO)
• On-the-job training and skills development
• Basic Life Insurance
• Leave Program
• Employee Events and more…
• Kolpak is dedicated to ensuring confidence in the future of food service businesses and operations. Since 1969, Kolpak has manufactured quality, reliable, and efficient walk-in coolers, freezers, and refrigeration that protects our customers’ products and promises they need to deliver, both today and for years to come. Our commitment to the industry and our customers has made Kolpak a leading global brand. The Kolpak facility is centrally located between Memphis and Nashville, just off I-40 on the beautiful Tennessee River in Parsons, TN. Kolpak, a Welbilt brand, is a division of Ali Group.

For more information about Kolpak, visit www.kolpak.com

Kolpak is an equal opportunity employer, as to all protected groups, including protected veterans and individuals with disabilities.