Technical Support Advisor

ESSENTIAL DUTIES AND RESPONSIBILITES:

• Furnish technical assistance to customers, sales, and consultants to include, but not be limited to: trouble shooting, field installation, supervision of start-ups and equipment recommendations.
• Provide assistance to manufacturing with respect to warranty, returns, and product performance issues.
• Provide electrical, mechanical and refrigeration assistance when required.
• Handles customer calls and/or complaints for service-related issues.
• Coordinate/dispatch service calls.
• Review, evaluate and process the returned warranty parts associated with warranty claims, and promptly process all claims by end of the month in which the claims are received.
• Gather, sort, and communicate warranty information in order to initiate corrective actions.
• Occasional travel may be required to perform customer visits.
• Perform other duties as required by management.

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES:

• Basic computer experience that includes spreadsheets experience in Microsoft Office Programs. 
• Understanding of ORACLE (ERP system) is beneficial.
• Excellent verbal and written communication skills.
• Excellent phone skills which include prompt, courteous and efficient handling of calls plus pleasant telephone voice with good diction
• Ability to work independently with little supervision.
• Good electrical and mechanical aptitude.
• Good follow through.
• Personable, friendly, and outgoing attitude.
• Prompt arrival and attendance.
• Basic overall product knowledge.
• Ability to work in a group environment in a professional manner.

EDUCATION AND EXPERIENCE: 

• Trade school and/or factory training certification for refrigeration, steam or mechanical commercial equipment.
• Minimum of 2-5 years’ experience with troubleshooting refrigeration, steam or mechanical commercial equipment.

PREFFERED BUT NOT REQUIRED: 

• Bi-Lingual
• Capkold equipment knowledge

TRAVEL: 

• 5% - 10% required

PHYSICAL REQUIREMENTS:

Type

Rarely

0 -12%

Occasionally

12 – 33%

Frequently

34 – 66%

Regularly

67 – 100%

x

x

x

x

x

x

WORKING CONDITION: General office environment.

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES:

• Basic computer experience that includes spreadsheets experience in Microsoft Office Programs. 
• Understanding of ORACLE (ERP system) is beneficial.
• Excellent verbal and written communication skills.
• Excellent phone skills which include prompt, courteous and efficient handling of calls plus pleasant telephone voice with good diction
• Ability to work independently with little supervision.
• Good electrical and mechanical aptitude.
• Good follow through.
• Personable, friendly, and outgoing attitude.
• Prompt arrival and attendance.
• Basic overall product knowledge.
• Ability to work in a group environment in a professional manner.

EDUCATION AND EXPERIENCE: 

• Trade school and/or factory training certification for refrigeration, steam or mechanical commercial equipment.
• Minimum of 2-5 years’ experience with troubleshooting refrigeration, steam or mechanical commercial equipment.