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:
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Education:
Experience:
- Refrigeration: 3 years (Required)
- Customer service: 2 years (Required)
- Microsoft Office: 3 years (Required)
Language:
- English (Required)
- Spanish (Required)
Work Location: In person
