Technical Support Specialist Cold Side; Hybrid

Technical Support Specialist Cold Side (Hybrid Work Schedule)

As an Inside Service Technician (also known as a Tech Wizard), you will directly communicate with end users and field technicians to provide technical support over the phone and/or via email to assist in repairs on warranty and non-warranty cold side food service equipment. After completing the onboarding process, you will also have an opportunity to earn all Commercial Food Service Equipment Service Association (CFESA) certifications.

The hourly range for this role is $26.00 hourly, which is based on qualifications, experience, and geographical location. In addition to base pay, some roles offer a profit‑sharing program and an annual bonus. Our comprehensive benefits package includes health, dental, and vision insurance, 401(k) with match, employee assistance programs, paid time off, paid sick time off, paid holidays, paid parental leave, and professional development opportunities.

Benefits

• Team member appreciation events and recognition programs
• Volunteer opportunities
• Monthly IT stipend
• Casual dress code
• On‑demand pay options:
  Access your pay as you earn it
• All the traditional benefits like health insurance, 401(k) / 401(k) match, employee assistance programs and time away – we’ve got you covered.

Typical Day

• Provide exceptional customer service, effectively communicating equipment information and troubleshooting solutions in a friendly and professional manner
• Provide technical support to end users and field technicians over the phone and/or via email (30+ cases per day)
• Utilize equipment manuals, wiring diagrams, and parts listings to diagnose and resolve equipment issues
• Maintain all customer call information in a company database to better assist future inquiries
• Work closely with manufacturers to recommend engineering changes and document equipment/component failure rates

Qualifications

• Experience in electric/gas appliance repair, refrigeration, or HVAC (or relevant training/schooling)
• Strong communicator and proficient in English (both written and verbal)
• High‑speed internet connection at home
• Computer proficiency and ability to navigate programs such as MS Word & Outlook
• Passion for troubleshooting and finding innovative solutions to difficult problems
• Ability to multitask and thrive in a fast‑paced, team‑oriented atmosphere
• Availability to work an 8‑hour shift Monday‑Friday between 7:00 AM – 7:00 PM (CST) / 8:00 AM – 8:00 PM (EST) with flexibility as needed

Parts Town welcomes diversity and, as an equal‑opportunity employer, all qualified applicants will be considered regardless of race, religion, color, national origin, sex, age, sexual orientation, gender identity, disability or protected veteran status.