Technical Support Lead

At Electrolux Professional Group we hire to meet needs beyond tomorrow

  UNLOCK YOUR POTENTIAL  At Electrolux Professional Group, we believe potential powers progress. We’re not searching for perfection—we’re looking for people with the right mindset. If you're curious, resilient, and ready to grow, you'll find the space to lead, innovate, and together with us Meet the needs beyond tomorrow. 
  https://www.electroluxprofessionalgroup.com/en/join-us/ 
  Technical Support Lead

WHAT YOU’LL BE DOING:

• Lead and support daily operations of the Customer Care / Technical Service team to ensure timely, accurate, and professional customer support.
• Furnish advanced technical assistance to customers, sales, and consultants, including troubleshooting, field installation support, start-up supervision, and equipment recommendations.
• Serve as the primary escalation point for complex service-related issues; handle customer calls and complaints requiring advanced technical judgment.
• Ability to independently conduct and lead on-site troubleshooting, field installation activities, and supervision of equipment start-ups with minimal or no supervision.
• Coordinate and dispatch service calls; balance workloads and priorities to meet service level expectations.
• Monitor ticket queues; assign, prioritize, and rebalance work to ensure timely resolution and consistent customer experience.
• Review, evaluate, and process returned warranty parts associated with warranty claims; ensure all claims are processed by month end.
• Provide assistance to Manufacturing, Engineering, and Quality regarding warranty trends, returns, and product performance issues.
• Ensure accurate documentation of customer interactions, technical cases, service dispatches, and outcomes.
• Coach and mentor team members to ensure adherence to SOPs and quality standards.
• Support onboarding, training, and development of Customer Care / Technical Service representatives.
• Run and analyze operational and warranty reports.
• Participate in cross-functional teams and service improvement initiatives.
• Provide technical input to product development and quality discussions.
• Occasional travel may be required to perform customer visits.
• Perform other duties as required by management.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Strong computer proficiency and ticketing system experience.
• Excellent verbal and written communication skills.
• Strong leadership and organizational skills.
• Advanced problem-solving abilities.
• High attention to detail.
• Working knowledge of commercial foodservice equipment.
• Bi-lingual (Spanish/English) preferred.

WHAT’S NEEDED FOR YOU TO THRIVE:

• High school diploma or equivalent required; associate or bachelor’s degree preferred.
• 2–4 years of Customer Care or Technical Service experience or relevant leadership experience.
   

PREFERRED BUT NOT REQUIRED:

• Bi-Lingual
• Trade School and Factory Training Certification for Refrigeration, Steam or Mechanical Commercial Equipment or Equivalent Field Experience.
• Minimum of 5-7 years' experience with troubleshooting Refrigeration, Steam or Mechanical Commercial Equipment.

TRAVEL:

• 10% - 20% Required

PHYSICAL REQUIREMENTS:

• Rarely (0-12%): Climbing/Stooping/Kneeling/Lifting/Pulling/Pushing
• Occasionally (12-33%): Fingering/Grasping/Feeling
• Frequently (34-66%): Standing/Walking
• Regularly (67-100%): Seeing/Hearing

WORKING CONDITION: 

• General office environment

OUR CULTURE IN 4 WORDS: Be Customer Obsessed. Build Trust. Be Bold. Act Sustainably.  (We’re building it every day — and we’d love your help.)    WHAT’S IN IT FOR YOU: Trust, ownership, and the opportunity to grow • Be part of a company grounded in customer focus, sustainability leadership, innovation, and social impact. We aim to Meet Needs Beyond Tomorrow • The possibility to work hybrid and build a flexible worklife balance • Be part of an industry shift that makes a difference — in how people live, co