Tech Service Specialist VII

Job Details

Clev Rng - Mayfield Heights - Mayfield Heights OH

Fully Remote

Full Time

Technical Degree

Up to 5%

Day

Aftermarket (Customer Service/Technical Service)

Description

We are Garland! We design manufacture and supply best-in-class commercial ovens ranges grills and countertop cooking equipment for the global foodservice market. We empower you to grow with us. We recognize you and reward you. We win together as one team.
Where tech meets tastejoin the team keeping food service running flawlessly!
The Tech Service Specialist provides technical phone and e-mail support for all Garland products. Analyze evaluate and present information to management concerning factors such as critical customer situations FAS capabilities manufacturing problems design issues and technician/customer feedback. Act as a backup to the Service Coordinators by handling rollover calls from customers/technicians and creating dispatches when necessary. Properly put notes in the dispatch/warranty system as per processes.
Major Accountability
Provide technical and parts expertise to service techs service 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 info from field control data or discussion with customer.
Proactively identify communicate and resolve customer complaints regarding quality tolerances specifications and delivered condition of products.

Qualifications

Key Tasks and Responsibilities

• Plans directs supervises trains and motivates 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.
• Fosters a continuous Improvement culture and develops 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 to the Company Core Values.

Specialized Skills Knowledge and Abilities

• Must have a strong technical background including a strong knowledge of gas & electricity with the to read and explain schematics and wiring diagrams.
• Exhibit tact and professionalism in carrying out their roles and responsibilities especially under pressure.
• Must have excellent organizational skills. Be self-sufficient able to prioritize tasks and accomplish duties and assignments on time with minimal supervision
• Must have the ability to communicate in English in both written and verbal form with all levels of staff in a clear and effective manner. Should exhibit tact and professionalism in conducting their roles and responsibilities. Engage in developing and using collaborative relationships to accomplish work goals.
• Must internalize the responsibility for customer satisfaction and will act beyond what is required being initiative-taking. Must be flexible and willing to adjust solutions and working hours to customer expectations with a strong sense of urgency.
• Excellent organizational and interpersonal skills with the ability to connect and communicate with different audiences.
• Proficient in the use of Microsoft Office software including Outlook Excel Word PowerPoint and 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 as a technician. Background in manufacturing is a plus but not required.
• Experience in building consensus with multiple individuals in a professional setting.
• Ability to perform problem solving and root cause analysis to determine required equipment repair and appropriate corrective action. Ability to interpret a variety of instructions furnished in written oral diagram or schedule form

Must be located in central or eastern time zones. Not eligible for hire in Alabama.

OUR BENEFITS

We believe that our people are one of our most valuable assets. Thats why we provide our employees with a competitive benefits package that helps protect their health income and lifestyle. Some offerings are dependent upon the role work schedule or location and can include the following:

• 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

For more company information visit

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

#LI-Remote

#INDGARLANDUS

#Garland

Required Experience:

IC