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Spaceman USA

Job Purpose:Spaceman is a manufacturer of commercial food equipment (soft serve and frozen beverage machines).This position&rsquo;s primary responsibility is answering technical service calls and supporting field technicians with troubleshooting and resolution of refrigeration, electrical, and mechanical issues. This is a high-level phone support role for those who are mechanically inclined and/or interest in learning HVAC to resolve complex issues efficiently.In addition to phone-based escalation support, this role includes CRM documentation, parts processing, QA/QC equipment evaluation, and hands-on experience working with our in house HVAC technician on refurbishment and logistics work at our Loveland headquarters.This is a full-time, on-site position and is primarily a remote technical service position.Primary Responsibilities (Core Focus: Technical Phone Support)1. Technical Call Management (Primary Function)<ul><li>Answering any Technical Service department call-ins and e-mails from customers and technicians, including:</li><li>Assisting customers and technicians through Functionality Checks, Troubleshooting Steps, etc.</li><li>Sending appropriate Knowledge Base Articles, troubleshooting steps or guides, documentation, and machine operating information.</li><li>Assisting with resolving all issues with the customer and/or technician</li><li>Providing parts support and processing parts orders for customers, distributors, and service technicians</li><li>Providing service technician information as required</li><li>Escalating tickets to service dispatch events.</li><li>Accurately updating technical service ticket information</li><li>Updating ticket subject line and ticket detail information</li><li>Updating and verifying customer accounts in the CRM (contacts, addresses, warranty information, etc.)</li><li>Notating tickets appropriately to detail troubleshooting steps that have been taken, current status of ticket, next steps, etc.</li><li>Summarizing difficult or complex tickets at the resolution of the issue to be referenced in the future as required.</li><li>Accurately entering Sales Orders into the CRM for Parts Orders, Warranty Part Orders, etc.</li><li>Accurately creating service dispatch records for warranty and non-warranty service events to include:</li><li>Creating &amp; accurately updating dispatch record in the CRM</li><li>Creating &amp; accurately updating dispatch ticket in the Desk (including follow-up and service dates and times)</li><li>Updating all corresponding records to the dispatch event in a timely manner when known actions or troubleshooting occurs</li><li>Following-up with all dispatch events (warranty and non-warranty) to ensure they are being handled by vendors in a timely manner</li><li>Following-up with customers to ensure that service events are resolved</li><li>Prioritize Technicians on-site, Equipment sold most recently, chain and key-Accounts</li><li>Creating, updating, and verifying Vendor and related Dealer-Account-Contact information in the CRM for authorized service technicians</li><li>Perform QA/QC checks on Spaceman equipment as required, running machines with product as necessary</li><li>Have the ability and interest in assisting in house HVAC technician with repair of equipment</li><li>Ability to complete EPA 608 certification</li><li>Interest in learning equipment mechanical, electrical and refrigeration systems for Spaceman equipment</li></ul>2. Service Ticket &amp; CRM Management<ul><li>Accurately update all technical service tickets, including:</li><li>Clear subject lines and detailed troubleshooting notes and ticket completion.</li><li>Steps taken, current status, and next actions</li><li>Final resolution summaries for future reference</li><li>Update and verify customer accounts (contacts, addresses, warranty status).</li><li>Provide advanced parts identification and support.</li><li>Process parts orders for customers, distributors, and technicians.</li><li>Accurately enter Sales Orders</li><li>Parts orders</li><li>Warranty part orders</li><li>Replacement components</li><li>Ensure escalated tickets and service events are brought to the managers attention and documented thoroughly and clearly.</li></ul>3. Assistance with Equipment Refurbishment &amp; Logistics Support<ul><li>Learn and assist with all aspects of refurbing and processing returned equipment inventory.</li><li>Assist warehouse activities such as inventory and prepping equipment for tradeshows, etc.</li><li>Assist logistics with parts/machine processing and shipping when needed.</li><li>Assist with documentation and repairs on Spaceman equipment, including:</li><li>Ability to learn refrigeration system repairs</li><li>Learn and assist with electrical component replacement</li><li>Mechanical repairs</li></ul>QualificationsRequired:<ul><li>Hands-on appliance or repair experience</li><li>Mechanical diagnostic skills</li><li>Phone support experience</li><li>Strong verbal communication skills with ability to lead technical calls confidently</li><li>Experience supporting or managing field service technicians</li><li>Proficiency using CRM systems and service management software</li></ul>Preferred:<ul><li>Prior field service technician</li><li>Active EPA 608 Certification</li><li>Additional HVAC or technical certifications</li><li>Active EPA 608 Certification</li><li>Ability to troubleshoot and repair HVAC equipment</li><li>Experience in commercial kitchen or frozen beverage equipment</li><li>Experience managing escalated technical cases</li></ul>Working Conditions:To adequately perform the duties of this position the employee is required to work at minimum Monday through Friday 8am-5pm. The employee will work in a combination of interior office space and standard warehouse conditions. This job will require a mixture of extended periods of time sitting and working at a computer or on the phone and time standing and working on food equipment repairs.Physical Requirements:To adequately perform the duties of this position the employee is regularly and routinely required to be physically active and sit; stand, walk, stoop, use hands and fingers, and be able to hear, see and talk. The employee must regularly lift and/or move up to 50 pounds.Job Type: Full-timePay: $55,000.00 - $75,000.00 per yearBenefits:<ul><li>401(k)</li><li>401(k) matching</li><li>Dental insurance</li><li>Employee assistance program</li><li>Flexible spending account</li><li>Health insurance</li><li>Health savings account</li><li>Life insurance</li><li>Paid time off</li><li>Professional development assistance</li><li>Retirement plan</li><li>Vision insurance</li></ul>Application Question(s):<ul><li>What experience have you had with providing remote technical support by phone/video/text?</li><li>Have you serviced commercial food equipment before?</li><li>What is your experience with mechanical and electrical repairs?</li></ul>Work Location: In person

Technical Support Representative

Job Purpose:Spaceman is a manufacturer of commercial food equipment (soft serve and frozen beverage machines). We are seeking an experienced HVAC and commercial food service equipment professional.This position&rsquo;s primary responsibility is answering technical service calls and supporting field technicians and customers with advanced troubleshooting and resolution of refrigeration, electrical, and mechanical issues. This is a high-level phone support role requiring significant HVAC experience and the ability to resolve complex issues efficiently.In addition to phone-based escalation support, this role includes CRM documentation, dispatch coordination, parts processing, QA/QC equipment evaluation, and hands-on experience working with our in house HVAC technician on refurbishment and logistics work at our Loveland headquarters.This is a full-time, on-site position and is primarily a remote technical service position.Primary Responsibilities (Core Focus: Technical Phone Support)1. Technical Call Management (Primary Function)<ul><li>Serve as a primary technical support point for technical service calls.</li><li>Answer and manage escalated inbound calls, emails, and texts from field service technicians.</li><li>Lead machine and operator troubleshooting beyond standard functionality checks.</li><li>Diagnose refrigeration, electrical, and mechanical system failures remotely.</li><li>Provide step-by-step corrective instruction to technicians on-site.</li><li>Train and coach field technicians over the phone to improve repair quality and speed.</li><li>Sending appropriate Knowledge Base Articles, troubleshooting steps or guides, documentation, and machine operating information.</li><li>Determine when issues require operator training, parts replacement, another technician or additional escalation.</li><li>Assist customers when needed regarding operator issues.</li></ul>2. Technical Troubleshooting &amp; Equipment Expertise<ul><li>Utilize advanced HVAC and refrigeration knowledge to resolve system-level issues.</li><li>Interpret wiring diagrams, refrigeration schematics, and control logic.</li><li>Understand Refrigerant charging and recovery</li><li>Understand Compressor &amp; drive train diagnostics and repair</li><li>Understand Electrical failures and component testing</li><li>Understand Mechanical component replacement</li><li>Maintain active EPA 608 certification and comply with refrigerant handling regulations.</li><li>Perform QA/QC testing of machines, including running equipment with product when required.</li></ul>3. Service Ticket &amp; CRM Management<ul><li>Accurately update all technical service tickets, including:</li><li>Clear subject lines and detailed troubleshooting notes and ticket completion.</li><li>Steps taken, current status, and next actions</li><li>Final resolution summaries for future reference</li><li>Update and verify customer accounts (contacts, addresses, warranty status).</li><li>Provide advanced parts identification and support.</li><li>Process parts orders for customers, distributors, and technicians.</li><li>Accurately enter Sales Orders</li><li>Parts orders</li><li>Warranty part orders</li><li>Replacement components</li><li>Ensure escalated tickets and service events are brought to the managers attention and documented thoroughly and clearly.</li></ul>4. Dispatch Coordination &amp; Follow-Up<ul><li>Create and manage warranty and non-warranty dispatch records in CRM and service platforms.</li><li>Escalate tickets appropriately into service dispatch events.</li><li>Prioritize dispatches based on:</li><li>Technicians on-site</li><li>Recently sold equipment</li><li>Chain and key accounts</li><li>Follow up with vendors and technicians to ensure timely resolution.</li><li>Confirm service completion with customers.</li><li>Maintain and verify vendor and authorized service technician records in CRM.</li><li>Manage warranty and non-warranty service events as required.</li></ul>5. Assistance with Equipment Refurbishment &amp; Logistics Support<ul><li>Assist with all aspects of refurbing and processing returned equipment inventory.</li><li>Assist warehouse activities such as inventory and prepping equipment for tradeshows, etc.</li><li>Assist logistics with parts/machine processing and shipping when needed.</li><li>Assist with documentation and repairs on Spaceman equipment, including:</li><li>Refrigeration system repairs</li><li>Electrical component replacement</li><li>Mechanical repairs</li></ul>QualificationsRequired:<ul><li>Active EPA 608 Certification</li><li>Significant hands-on HVAC and refrigeration repair experience</li><li>Advanced electrical and mechanical diagnostic skills</li><li>Experience repairing commercial refrigeration or food service equipment</li><li>Ability to troubleshoot and repair HVAC equipment</li><li>Strong verbal communication skills with ability to lead technical calls confidently</li><li>Experience supporting or managing field service technicians</li><li>Proficiency using CRM systems and service management software</li></ul>Preferred:<ul><li>Prior field service technician</li><li>Additional HVAC or technical certifications</li><li>Experience in commercial kitchen or frozen beverage equipment</li><li>Experience managing escalated technical cases</li></ul>Working Conditions:To adequately perform the duties of this position the employee is required to work at minimum Monday through Friday 8am-5pm. The employee will work in a combination of interior office space and standard warehouse conditions. This job will require a mixture of extended periods of time sitting and working at a computer or on the phone and time standing and working on food equipment repairs.Physical Requirements:To adequately perform the duties of this position the employee is regularly and routinely required to be physically active and sit; stand, walk, stoop, use hands and fingers, and be able to hear, see and talk. The employee must regularly lift and/or move up to 50 pounds.Job Type: Full-timePay: $55,000.00 - $70,000.00 per yearBenefits:<ul><li>401(k)</li><li>401(k) matching</li><li>Dental insurance</li><li>Employee assistance program</li><li>Flexible spending account</li><li>Health insurance</li><li>Health savings account</li><li>Life insurance</li><li>Paid time off</li><li>Professional development assistance</li><li>Retirement plan</li><li>Vision insurance</li></ul>Application Question(s):<ul><li>What experience have you had with providing remote technical support by phone/video/text?</li><li>Have you serviced commercial food equipment before?</li><li>What is your experience with mechanical and electrical repairs?</li></ul>Work Location: In person

Technical Service HVAC/R Technician

Join Spaceman USA and explore 2   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

Spaceman USA

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Technical Support Representative

Technical Service HVAC/R Technician