Responsibilities

Technical Service and Troubleshooting

Provide technical support for the troubleshooting, diagnosis, and repair of Imbera refrigeration products.
Assist Service Provider technicians with technical guidance, troubleshooting procedures, product information, and recommended corrective actions.
Analyze reported equipment failures and service issues to support the identification of potential root causes and appropriate solutions.
Participate in field investigations, equipment evaluations, testing, and corrective actions as required.
Support product recalls, field repairs, retrofits, and other technical initiatives as assigned.

Service Documentation and Issue Management

Collect and document technical information related to equipment failures, service calls, diagnostic findings, and corrective actions.
Maintain accurate service records, reports, and equipment information in the designated systems.
Identify recurring equipment or service issues and escalate relevant findings to the Technical Service Supervisor and appropriate internal departments.
Follow up on assigned service issues to support timely resolution and effective communication of status and next steps.

Customer, Service Provider, and Internal Support

Provide technical assistance and product information to customers, Service Providers, and Sales Representatives as required.
Support the delivery of technical training for customers and Service Provider technicians on the proper installation, operation, troubleshooting, and servicing of Imbera products.
Communicate customer feedback, technical concerns, and service trends to support product and service improvements.
Collaborate with Technical Service, Engineering, Quality, Sales, and other internal teams on service-related activities and product improvement initiatives.

Experience and Skills

Refrigeration Technical Experience

Minimum 3 years of experience in commercial refrigeration or a related technical field (Required).
Knowledge of commercial refrigeration systems, components, and basic diagnostic procedures.
Ability to troubleshoot refrigeration equipment and identify potential causes of equipment failures.
Ability to read and interpret technical information, service documentation, and equipment specifications.
Ability to apply technical knowledge to provide practical solutions and recommendations to field personnel.

Computer and Microsoft Office Skills

Basic to intermediate proficiency in computer skills and Microsoft Office applications, particularly Excel, Word, and Outlook.
Ability to use ERP systems and service management platforms to retrieve, download, update, and track information related to equipment, service orders, and service tickets.
Ability to prepare and maintain reports, records, and administrative tracking tools, as well as accurately enter and update information in designated systems.
Ability and willingness to learn and use new platforms, systems, and digital tools required for the operation of the department.

Customer Service and Communication Skills

Strong customer service and interpersonal skills, with the ability to establish and maintain professional relationships with customers, Service Providers, Sales Representatives, and internal teams.
Ability to communicate clearly and professionally with individuals both within and outside the organization, adapting communication to different audiences and situations.
Effective communication skills through in-person interactions, telephone, and email, including the ability to clearly explain technical information and service-related matters.
Ability to respond to customer and service-related inquiries in a timely, professional, and solution-oriented manner.
Strong follow-up skills and ability to maintain clear and accurate communication throughout the resolution of service issues.

Benefits:

Education:

Experience:

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Work Location: In person

IMBERA USA LLC

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