Inside Service Support Specialist

Job Title: Inside Service Support Specialist

Location: Conyers, GA

We are looking for an individual with commercial refrigeration knowledge and experience to provide technical support for our customers and service partners. The successful candidate will possess the ability and desire to further develop to expert levels in the field. This person will be the intermediary between field representatives, service partners, customers and internal functions ensuring accurate and efficient flow of information to resolve customer issues completely and timely with a tremendous focus on resolving the issue at first contact.

This role will report to the Inside Service Supervisor (Manager). Ideal candidates will be self-motivated to take ownership of and promptly solve customer inquiries and ensure that actionable voice of the customer data is captured from each customer interaction to fuel continuous improvement activities. This role is based out of our local facility in Conyers, GA, and daily in office hours are required.

• Provide technical support to customers, service partners and other functional departments to improve knowledge and resolve issues related to operation, installation, troubleshooting and maintenance of DFR products.
• Support Sales team, as needed, in addressing product complaints, questions, and resolutions.
• Coordinate activities related to problem resolution between quality, warranty, field service, engineering, and sourcing departments.
• Help develop technical service bulletins to educate service partners and internal parties regarding common field issues and methods of resolving.
• Act as the internal escalation point for after-sales support team, helping ensure service levels are maintained and accurate resolution.
• Working directly with Engineering and other departments when collaboration is needed to fulfill internal requests for information.
• Participate in and support process improvement initiatives.

• High School diploma or GED / Equivalency.
• 2+ years of experience in a customer facing role in a business-to-business environment.
• 3+ years of experience in providing technical solutions in a call center environment or 3+ years' experience with the manufacture, testing, or support of HVAC or refrigeration products.
• 2+ years' experience with and competency with MS products such as Powerpoint, Word, and Excel

• 2 years technical degree or certification in HVAC or refrigeration.
• 2+ years troubleshooting / technical support experience for similar products and applications in the refrigeration industry.
• 2+ years related experience in a technical role (Service technician, Quality technician, technical support) in the commercial refrigeration industry.
• 2+ years' experience with at least one DFR system used to support DFR products (IE: Syteline, Integra, AS-400, Sales Force, FSMS, etc.).

• Excellent communication and problem-solving skills
• Professional and courteous demeanor
• Strong industry knowledge and experience
• Superior technical aptitude and mechanical inclination with high emphasis given to the ability to understand and trouble shoot electrical circuitry and applicable schematics.
• Be a customer and brand advocate.
• Familiarity and use of formal problem-solving techniques
• Adept at using customer contact technology and software (telephony systems, CRM - Salesforce preferred)
• Good communications skills with a customer service focus.
• Ability to interpret store layout and technical documents.
• Proficiency with MS products (Outlook, PowerPoint, Excel, Word, Visio)

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