Tech Support Technician Commercial Appliances Remote (50187)

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 taste—join 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.

Schedule: Friday - Monday 7:00 AM to 6:00 PM EST

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.

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.

DISCLAIMER: The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.