Sign up free to see how well your resume matches this role.
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.
Key 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
At a minimum, 2 years of experience in hardware technical support required. Technical support in refrigeration, HVAC, or electronics strongly preferred.
Field experience in HVAC or a related technical area strongly preferred.
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 & Certifications
High school diploma or equivalent required
EPA 608 Type I or Universal certification required, or the ability to obtain one within the first 90 days of employment.
Physical Demands & Work Environment
Primarily office-based role with regular use of phones and computers
Occasional exposure to manufacturing and warehouse environments
Hours of Work
Monday – Friday 9:30am to 6:30pm
ITW is an equal opportunity employer. We value our colleagues’ unique perspectives, experiences and ideas and create workplaces where everyone can develop their careers and perform to their full potential.
As an equal employment opportunity employer, ITW is committed to equal employment opportunity and fair treatment for employees, beginning with the hiring process and continuing through all aspects of the employment relationship.
All qualified applicants will receive consideration for employment without regard to race, color, sex, gender identity, sexual orientation, religion, national origin, age, disability, protected Veteran status or any other characteristic protected by applicable federal, state, or local laws.
