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.

ESSENTIAL DUTIES AND 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 AND CERTIFICATION

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

The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Must be able to:

Perform activities including bending, stooping, standing, walking

Stand and walk from two (2) to four (4) hours per day

Climb up and down stairs two (2) to four (4) times per day

Operate common office equipment, i.e. PC, phone, copier, printer, fax

Use various measuring instruments

Work in climate-controlled environment

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.