Technical Service Rep I

Since 1948 Follett Products, LLC has led the industry in designing and manufacturing high-quality, innovative ice storage bins, ice storage and transport systems, ice machines, ice and water dispensers, ice and beverage dispensers, and medical-grade refrigerators and freezers for the food service and healthcare industries.

Follett has an opportunity for a Technical Service Representative to join our Team!

Benefits include medical, dental, and vision insurance; paid time off; paid holidays; retirement plan with company match and much more.

The Technical Service Representative will resolve technical product performance issues by diagnosing the source of difficulties and troubleshooting problems. The Technical Service Representative is responsible for maintaining professional and satisfied relationships with service agents, end users, customers, sales/internal staff, and others, by providing technical assistance and information. The Technical Service Representative also maintains service management system records, ensures that customer warranty claims are analyzed, collects root cause data, and provides corrective action feedback to support warranty reduction efforts.

Responsibilities:

• Resolves product performance problems by verifying information, clarifying the issue, diagnosing the problem, and instructing callers on steps to resolve; coordinates field service with authorized service agents; processes replacement parts orders; follows up as appropriate.

• Assists in maintaining satisfied relationships by providing product information, answering moderately complex technical questions; conducting routine follow up with customers or callers to verify satisfaction with information, service, and/or product performance.

• Maintains Service Management System records by entering warranty claim information, caller details, resolution, and other relevant information.

• Processes returned products by evaluating condition, determining credit amount, completing documentation, and determining equipment disposition.

• Ensures warranty claims are analyzed, approved, and processed by collecting, summarizing and reporting data including root cause analysis, trends, effective corrective actions, and other relevant data.

• Ensures product installation meets specifications by reviewing drawings and plans and making recommendations; conferring with sales, consultants, dealers, designers, fabricators, installation companies and service agencies to assure proper equipment installation.

• Associate Degree in mechanical/electrical equipment technology or equivalent experience.

• Experience in a customer-facing technical role preferably foodservice appliances, HVAC, or refrigeration equipment.

• Familiarity with electro-mechanical appliances and basic refrigeration knowledge.

• Knowledge of basic test instruments including multi-meters and refrigeration gauges with a basic understanding of refrigeration, electrical, and plumbing concepts and design.

• Ability to read schematics and blueprints, basic CAD or mechanical drafting skills helpful.

• Ability to diagnose and troubleshoot equipment, performance, and service issues through questioning and proactive problem-solving.

• Proficiency using Microsoft Office; experience with service management or customer management applications, a plus.

• Excellent communication and interpersonal skills; able to use diplomacy and tact in communications; demonstrates the importance of others' perspectives; maintains composure.

• Ability to work in a highly motivated fast-paced team environment in a manufacturing environment.

If you meet the position's qualifications and are looking for an exciting and challenging career with growth opportunities, then Follett is the place for you. Follett Products, LLC is an Equal Employment Opportunity (EOE/M/F/Vets/Disabled) employer and welcomes all qualified applicants.