Field Service Technician

1 month ago

Concord ON, Canada Cleveland Range Full time

Provides technical support on incoming inquiries from Customers, Sales, and Service Techs and service agencies, regarding service and repair issues on electrical and gas cooking equipment. Working under close supervision, reviews and approves or denies warranty claims submitted into the CPS system by the Welbilt service network.

Major Accountability

  • Provide technical support on the product brand equipment for Service Techs, Service agencies, Sales and customers via phone, email, or possibly at a customer's location.
  • Work closely with Management, Customer Service, Sales and Engineering to resolve escalated technical support issues evolving around the brands equipment in a timely manner.
  • Warranty review of claims entered into the CPS system to determine if a warranty is accurate and meets the standards set by particular product brand.

Key Tasks and Responsibilities:

  • Provides technical assistance and service support for inquiries received, via phone or email from for Service Techs, Service agencies, Sales and customers.
  • Identifies the source of inquiries received from for Service Techs, Service agencies, Sales and customers of the product brand.
  • Must be able to read schematics for troubleshooting.
  • Responds to routine correspondence requests for service assistance from Service Techs, Service agencies, Sales and customers.
  • Maintains accuracy of service records and files from for Service Techs, Service agencies, Sales and customers of the product brand.
  • Under direction of supervision and\or mentors, takes opportunities to educate themselves on product lines, service issues, and tools used in this area
  • Participate in on-call rotation supplying technical support to customers and service agencies after normal business hours

Specialized Skills, Knowledge and Abilities

  • Ability to communicate well and with tact verbally and in writing.
  • In depth knowledge of gas fired or electrical heated commercial cooking equipment AND boiler systems.
  • A passport may be needed but not required at the initial hiring.

Reports to: Technical Service Manager

Operations Hours: Monday to Friday / 9AM - 6PM.

Travel: 10%

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