Mechanical Technical Support Specialist

Our client is a family-founded, privately owned manufacturer of commercial food service equipment. They are an industry leader with over $200M in annual revenue, providing a range of American-made equipment solutions to a large portfolio of B2B customers and accounts.

As a Mechanical Support Specialist, you will serve as a critical technical resource, delivering advanced troubleshooting and support for commercial food service appliances and refrigeration systems. You will partner with customer service representatives, field service technicians, and internal stakeholders to remotely resolve complex technical issues while ensuring an exceptional customer experience and maintaining company’s reputation for technical excellence.

• Deliver industry-leading Tier 2 technical support for hot appliances and refrigeration systems, handling escalated inquiries from customer service representatives.
• Diagnose and resolve complex equipment issues through phone-based troubleshooting and technical consultation.
• Coordinate with field service technicians and internal experts to ensure timely and effective issue resolution.
• Leverage in-depth product, system, and engineering knowledge to provide accurate technical solutions and recommendations.
• Support optimal equipment performance by identifying root causes and recommending corrective actions.
• Maintain detailed and accurate case documentation within Salesforce and other internal systems.
• Collaborate with cross-functional teams to improve service quality, customer satisfaction, and overall operational efficiency.
• Provide professional, customer-focused communication while managing multiple technical support cases.

The ideal candidate will have:

• High school diploma or equivalent required; technical certification or related vocational training is a plus but not required.
• 3–5 years of field service, technical support, equipment repair, or troubleshooting experience, ideally within HVAC, refrigeration, electrical equipment, or related industries.
• Strong mechanical aptitude with the ability to read schematics and understand how mechanical and electrical components work together.
• Working knowledge of computer systems and software applications;
  Salesforce experience is a plus but not required.
• Strong troubleshooting, analytical, and problem-solving skills.
• Excellent communication and customer service skills with the ability to explain technical concepts clearly.
• Strong organizational skills and attention to detail, particularly in documentation and case management.
• Ability to work independently and collaboratively in a fast-paced environment.

This is a fulltime, hybrid position with 2 days onsite in St. Louis, MO.