Our client DRY AGER USA is seeking an experienced Refrigeration Service & Technical Support Specialist to manage all incoming service inquiries for our dry-aging refrigeration systems. This role is primarily phone- and remote-support based, serving as the central technical resource for customers and field technicians across the U.S.

The position offers the option to work remotely, with occasional local field service support when service calls occur within the candidate’s geographic area. The ideal candidate is highly organized, patient, customer-focused, and confident providing clear technical guidance over the phone.

Key Responsibilities

1. Phone & Remote Technical Support

Serve as the primary point of contact for all incoming service calls, emails, and technical inquiries
Provide phone-based and remote troubleshooting for residential and professional customers
Guide customers and on-site technicians through diagnostics and repairs
Support system reprogramming, including:
Adjusting defrost parameters
Resetting UVC light bulb timers
Assisting with control panel and system settings

2. Service Case Management

Manage and track all service cases from intake through resolution
Coordinate parts identification, ordering, and delivery in collaboration with headquarters
Communicate repair instructions and technical guidance provided by DRYAGER headquarters
Ensure timely follow-up and clear resolution for all service inquiries

3. Limited Local Field Support

Perform occasional on-site service support when service calls are within the candidate’s local area
Provide hands-on assistance as needed to support system diagnostics or repairs
This role is not primarily a field technician position, but local support is a valued capability

4. Customer Service & Communication

Deliver professional, patient, and solutions-oriented support over the phone
Clearly explain technical issues and corrective steps to non-technical customers
Maintain a high level of customer satisfaction and represent the DRYAGER brand

5. Documentation & Organization

Maintain accurate service records, notes, and follow-up actions
Identify recurring issues and communicate insights to headquarters
Support improvements to service processes and documentation

Qualifications & Experience Required

Proven experience as a refrigeration technician or technical service support specialist
Strong understanding of reach-in refrigeration systems
Experience troubleshooting electronic controls, sensors, and system parameters
Confident providing technical support primarily by phone and remote communication
Excellent verbal and written communication skills
Strong organizational skills and ability to manage multiple service cases

Preferred

Experience supporting field technicians remotely
Familiarity with programmable control systems (specifically Dixell)
Experience coordinating parts and service logistics
Interest in dry aging as a technique and specialty refrigeration equipment

Work Environment

Primarily phone-based and remote role
Remote work option available
Occasional local field service work if calls occur nearby

Personal Attributes

Patient, calm, and customer-service oriented
Highly organized and detail-focused - follow-up is key to success in this position
Comfortable serving as the main service contact
Proactive problem-solver with strong follow-through

Why Join DRYAGER USA?

Work with a premium specialty refrigeration brand - the leader in its class
Combine technical expertise with customer-focused problem solving
Flexible work structure with remote options (sales team is located in California)
Key role in ensuring exceptional service and support

Job Type: Full-time

Pay: From $60,000.00 per year

Benefits:

Health insurance
Paid time off

Work Location: Remote

Dry Ager USA

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Refrigeration Service & Technical Support Specialist