Tech Service Specialist V

3 weeks ago

Mississauga, Canada Garland Commercial Ranges Ltd Full time

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.

Garland Canada Distribution is a leading provider of commercial cooking equipment and services, dedicated to delivering top-quality solutions to our customers in the hospitality and food service industry. We take pride in our commitment to excellence and innovation, and we're looking for a proactive and organized Dispatcher Technical Service Representative to join our dynamic team.

As a Technical Service Rep-Dispatcher, you will serve as a critical link between our customers and our factory-authorized service companies /field technicians. You will be responsible for coordinating service calls, managing technician schedules, and ensuring that our clients receive exceptional support for their commercial cooking equipment needs. This role requires strong communication skills, attention to detail, and a good understanding of technical service operations.

Reporting to the Director of Customer Service, this position is based in **Mississauga, Ontario** and is based **in office**.

**_ This role is an 18-month temporary contract with the potential of becoming full-time._**

**Key Responsibilities**:

- Managing incoming service requests from customers promptly and accurately. Assess the urgency of service requests and prioritize them according to established guidelines. Update customers and internal teams on service status and estimated arrival times of technicians.
- Collaborate with the internal technical service team to diagnose issues remotely when possible and provide troubleshooting support. Escalate complex service issues to the appropriate team for additional assistance if needed.
- Managing inbound and outbound calls promptly, following call “scripts” when handling different calls. Identifying customers’ needs, clarifying information, researching every service request, and technician assignments. Act as a liaison between customers and service teams to ensure any issues or concerns are addressed promptly.
- Dispatch technicians maintain detailed records of service requests to service locations promptly. Maintain clear and open communication with clients, technicians, and internal teams.
- Follow up with the service companies to monitor dispatch resolution timelines. Update the service management system with accurate and up-to-date records of technician notes, service jobs completed, and equipment repair histories, returned parts to facilitate reporting and documentation.
- Evaluate and process Warranty claims (installations, PMs, labour, parts, and product improvements). Proactively address and problem-solve any discrepancies, communicate with service companies to clarify and furnish additional documentation as required.
- Ensure high levels of customer satisfaction through direct engagement and resolution of service issues. Solicit customer feedback to improve service delivery processes and experience.

**Qualifications**:

- High school diploma or equivalent; associate's degree or relevant certifications preferred.
- Previous experience in dispatch, scheduling, or customer service roles, particularly within the repair or technical service field.
- Exceptional verbal and written communication skills.
- A team player with the ability to work independently with mínimal supervision.
- Proficient in using dispatch software and Microsoft Office Suite (Excel, Word, Outlook).
- Knowledge of commercial cooking equipment and repair processes is highly desirable.
- Strong organizational skills and the ability to multitask effectively in a fast-paced environment.

**Our Benefits**:
We believe that our people our one of our most valuable assets. Some offerings are dependent upon the role, work schedule, or location, and can include on-the-job training and skills development and employee Events.
- Garland, a Welbilt brand, has been a leading manufacturer for over 60 years which designs and produces a full line of commercial ovens, ranges, griddles, grills, conveyor ovens & countertop cooking equipment. The products are sold to leading fast food chains as well as independent restaurants in +100 countries. The facility based in Mississauga supports our Garland brand and is a division of Ali Group.
- Welbilt, Inc. is an equal opportunity employer which values diversity in the workplace_. All applicants shall receive equal consideration and treatment in employment without regard to race, colour, religion, ancestry, national origin, age, sex, marital status, familial status, medical condition, or any other status protected by law. All recruitment, hiring, placements, transfers, and promotions will be based on individual skills, knowledge, abilities, and business needs._

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