Tech Service Specialist

Tech Service Specialist role at Garland Commercial Ranges

Garland is a global leader in commercial ovens, ranges, grills and counter top cooking equipment for the food service market. Our mission is to keep food service running flawlessly by providing world‑class technical support.

Major Accountability

• Provide technical and parts expertise to service technicians, agencies, sales, and customers via phone and email.
• Utilize systems to advise customers on replacement and repair parts information.
• Assist in determining needed repairs using pictures, field data, or discussion with customers.
• Proactively identify, communicate, and resolve customer complaints regarding quality, tolerances, specifications, and delivered condition of products.

Key Tasks and Responsibilities

• Plan, direct, supervise, train, and motivate Customer Service Coordinators, Technical Service, Field Service, and Invoicing teams.
• Participate in the after‑hours on‑call rotation.
• Fulfill the financial control and risk management responsibilities inherent in this position.
• Foster a continuous improvement culture and develop a best‑in‑class customer service team.
• Provide detailed trip reports for all travel and issues which require travel.
• Travel into the field whenever necessary (up to 25%).
• Consistently operate in a manner that aligns with the Company Core Values.

Specialized Skills, Knowledge, and Abilities

• Strong technical background with knowledge of gas and electricity, ability to read and explain schematics and wiring diagrams.
• Exhibit tact and professionalism under pressure.
• Excellent organizational skills; self‑sufficient, able to prioritize tasks, and accomplish duties on time with minimal supervision.
• Effective written and verbal communication in English with all staff levels.
• Strong customer‑satisfaction orientation, initiative‑taking, flexible, and willing to adjust solutions and working hours with urgency.
• Proficient in Microsoft Office (Outlook, Excel, Word, PowerPoint, Teams). Ability to develop and deliver training material for end users.
• Technical degree or equivalent required.
• At least 4 years of related experience in field service work, preferably in the food‑service industry; manufacturing background a plus.
• Experience in building consensus with multiple stakeholders.
• Ability to perform problem solving and root‑cause analysis to determine necessary equipment repair and corrective action.

Must be located in Central or Eastern time zones. Not eligible for hire in Alabama.

Benefits

• Competitive wage
• 401(k) savings plan
• Wellness program
• Supplemental health plans
• Employee assistance program
• Training and development
• Tuition assistance
• Holiday pay opportunities
• Paid time off (PTO)
• On‑the‑job training and skills development
• Basic life insurance
• Leave program
• Employee events and more…

For more company information, visit

** Company Overview**

Cleveland Range, LLC. in Mayfield Heights, OH manufactures and markets a complete line of food service cooking equipment for restaurants, hotels, and institutions. The facilities are a division of Welbilt, Inc.

Seniority Level
:
Mid‑Senior Level

Employment Type
:
Full‑time

Job Function
:
Information Technology

Industries
:
Food and Beverage Services

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