Service Coordinator Junior Tech Service

Service Coordinator Junior Tech Service (48303)

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We are Cleveland! Cleveland Range, is a leading manufacturer and designer of steam cooking equipment. We have a long and proud history of serving the food service industry with quality and innovative cooking devices. Our current product offerings include steamers, combination steamer‑ovens, kettles, braising pans and specialty application ovens.

Ready to launch your career with a company that invests in your growth? Cleveland is on the lookout for a driven and self‑motivated Service Dispatcher who’s eager to learn and grow into a Tech Service Specialist role. If you're hungry for hands‑on training, career advancement, and a team that values your potential—this is your moment!

The Service Dispatcher will be the central point of contact for service dispatch management within the warranty period. The ideal candidate will be responsible for handling and coordinating service calls, following up with customers and Factory Authorized Service Agent (FAS), and ensuring timely resolution of service issues. This individual will also provide basic troubleshooting support and manage customer information in Salesforce.

The Junior Tech will learn from the Service department to provide best‑in‑class service for the brand through servicing the Cleveland product line. The position is responsible for learning how to diagnose and troubleshoot steam, gas, and electrical systems.

• Answer Technical Support Line:
  Handle incoming service inquiries via phone, providing prompt and professional assistance.
• Follow Up with Customers:
  Ensure timely follow‑up with customers to ensure satisfaction and keep them updated on service status.
• Dispatch Service Calls (Priority and Close Within 3 Days):
  Assign and manage service calls, prioritizing them appropriately and ensuring they are resolved within three days.
• Follow Up with FAS (In Assigned Region):
  Coordinate with Factory Authorized Service Agent (FAS) in the designated region to ensure smooth service operations.
• Reassign FAS as needed to maintain optimal service levels and efficiency.
• Update Customer Account Info in Salesforce to keep records accurate and current.
• Maintain Relationship with FAS to improve service delivery and communication.
• Provide Warranty Status Updates to Customers & FAS using Salesforce.
• Basic Troubleshooting Support:
  Resolve basic issues before dispatching service calls.
• Update Notes and Email Monitoring/Reply:
  Keep service call and customer account notes timely and respond promptly to inquiries.
• Learn to provide technical expertise to service techs, service agencies, sales and customers via phone, email or onsite visits.
• Knowledge of Warranty Processes and background in handling warranty information and policies.
• Determine needed repairs using information from field personnel, control data or customer discussion.
• Evaluate repair timelines to ensure compliance with guidelines.
• Co‑operate with the service team for additional support.
• Provide troubleshooting and operational support for steam, gas and electrical systems.
• Understand electronic controls, sequence of operations and steam components to help customers troubleshoot and repair units.
• Participate in on‑call rotation within the team.
• Address customer inquiries and concerns promptly and professionally.
• Manage time effectively to stay connected in the phone queue during working hours.
• Consistently operate in alignment with Company Core Values.

• Experience in customer service and basic technical knowledge.
• Knowledge of service dispatching and coordination processes.
• Familiarity with Salesforce or similar CRM software is a plus.
• Strong communication skills, both verbal and written, with a focus on customer satisfaction.
• Basic technical troubleshooting skills or a willingness to learn.
• Strong organizational skills with the ability to manage multiple tasks efficiently.
• Ability to work collaboratively with internal teams and external partners (FAS).
• Proactive and solution‑oriented approach to problem‑solving.

• Competitive wage
• Healthcare (medical, dental, vision)
• 401(k) savings plan
• Wellness Program
• Supplemental Health Plans
• Employee Assistance Program
• Training and Development
• Tuition Assistance
• Holiday Pay opportunities
• Employee discounts
• Paid Time Off (PTO)
• On‑the‑job training and skills development
• Basic Life Insurance
• Leave Program
• Employee Events and more…

DISCLAIMER:
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

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Cleveland, OH $49,925.00-$92,575.00 (1 day ago)