Remote Senior Technician for Tech Support

This is a remote position.

Remote Senior Technician for Tech Support (Part-Time)

Company Overview: RSM Atlanta is a leading provider of restaurant equipment and HVAC solutions, serving clients across the Greater Atlanta area and more. We are seeking a highly experienced and skilled Remote Senior Technician to join our tech support team. This part-time position offers an excellent opportunity for a seasoned professional with over 10 years of hands-on experience in troubleshooting and resolving issues related to hot side, cold side, and HVAC equipment. As a remote senior technician, you will play a crucial role in assisting our customers in diagnosing and resolving technical problems over the phone, ensuring their equipment operates at optimal efficiency.

Responsibilities:

• Provide expert-level technical support remotely to customers experiencing issues with restaurant equipment and HVAC systems, including both hot side and cold side equipment.
  
• Diagnose and troubleshoot technical problems reported by customers over the phone, using your extensive knowledge and problem-solving skills.
  
• Guide customers through step-by-step solutions, explaining complex technical concepts in an understandable manner.
  
• Collaborate with customers to identify the root causes of equipment malfunctions and provide effective solutions to restore functionality.
  
• Offer recommendations for maintenance, repair, or replacement of equipment components to ensure long-term efficiency and reliability.
  
• Maintain a thorough understanding of the latest industry trends, equipment advancements, and best practices related to restaurant equipment and HVAC systems.
  
• Document customer interactions, technical issues, and resolutions accurately in the company's support ticketing system.
  
• Escalate complex or unresolved issues to the appropriate internal teams, ensuring that timely follow-up and resolution are achieved.
  
• Continuously improve and update internal resources, such as knowledge base articles and troubleshooting guides, to enhance the quality of customer self-service options.
  
• Provide feedback to the product development and engineering teams based on recurring technical issues, contributing to ongoing improvement efforts.
  
• Stay updated on relevant certifications and industry training to maintain and enhance your technical expertise.
  
• This position would also require onboarding and evaluating Field Technicians to use the company CRM System, and offering training and support to junior Technicians.
  
• Other tasks would be ordering parts and ensuring inventory is up to date on the system.
  
• This is a part-time position that can lead to full-time opportunities.
  

Requirements

• Minimum of 10 years of hands-on experience in the restaurant equipment and HVAC industry, with a strong focus on troubleshooting, maintenance, and repair.
  
• Comprehensive understanding of both hot side and cold side equipment, as well as HVAC systems commonly used in restaurant environments.
  
• Excellent problem-solving skills, with the ability to think critically and methodically to resolve complex technical issues remotely.
  
• Exceptional communication skills, capable of explaining technical concepts to individuals with varying levels of technical proficiency.
  
• Proficient in using remote support tools, phone systems, and computer software for efficient customer interactions.
  
• Strong organizational skills and attention to detail, ensuring accurate documentation and follow-up on customer cases.
  
• Ability to work independently and efficiently in a remote setting, managing your time effectively to provide timely support.
  
• A customer-centric attitude with a strong dedication to ensuring customer satisfaction through reliable technical solutions.
  
• Relevant certifications and training in restaurant equipment maintenance, HVAC systems, or related fields is a plus.
  
• Flexible availability to work part-time hours, including evenings and weekends, to accommodate customers needs across different time zones.