Technical Support Advisor

Technical Support Advisor

Location: On-site, Lodi, New Jersey

Reports to: Category Director, Equipment Sales

The Technical Support Advisor provides technical support for warranty claims, product returns, and performance issues. This role is responsible for evaluating and processing warranty parts in a timely, accurate manner while communicating technical concepts to non-technical customers.

• Assess, evaluate, and process returned warranty parts related to claims, ensuring all submissions are handled promptly to meet deadlines.
• Effectively explain technical concepts to non-technical users, especially in stressful situations, with clarity, empathy, and reassurance.
• Listen carefully to the customer’s issue to gather detailed information and provide the most accurate support.
• Think critically and creatively to proactively find the best solution for the customer’s issue.
• Ensure the problem is fully resolved and, when needed, follow up with the customer to confirm satisfaction.
• Remain flexible and prepared to address a diverse range of customer requests and complaints, including those that fall outside your usual responsibilities.
• Effectively manage your time to handle multiple customer inquiries, ensuring that each receives attention without oversight or neglect.
• Prioritize tasks based on urgency and importance to meet customers’ needs in a timely manner.
• Improve processes and documentation.

• Completion of trade school or factory training certification in Refrigeration, Electrical, Gas, Mechanical Commercial Equipment, or equipment related experience.
• Basic computer experience in Microsoft Office Programs, that includes spreadsheet and word processing.
• Good electrical and mechanical aptitude with a history of troubleshooting service solutions for electrical and mechanical devices.
• Excellent verbal and written communication skills.
• Strong phone skills for prompt, courteous, and efficient call handling.
• Ability to work effectively within a team and collaborate with other departments as needed.
• Familiarity with food service or consumer equipment and related experience a plus.

CFS Brands is committed to creating an inclusive work environment with a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age or veteran status. This employer participates in E-Verify. The employer will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee’s I-9 to confirm work authorization.