Technical Service HVAC/R Technician

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’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)

• Serve as a primary technical support point for technical service calls.
• Answer and manage escalated inbound calls, emails, and texts from field service technicians.
• Lead machine and operator troubleshooting beyond standard functionality checks.
• Diagnose refrigeration, electrical, and mechanical system failures remotely.
• Provide step-by-step corrective instruction to technicians on-site.
• Train and coach field technicians over the phone to improve repair quality and speed.
• Sending appropriate Knowledge Base Articles, troubleshooting steps or guides, documentation, and machine operating information.
• Determine when issues require operator training, parts replacement, another technician or additional escalation.
• Assist customers when needed regarding operator issues.

2. Technical Troubleshooting & Equipment Expertise

• Utilize advanced HVAC and refrigeration knowledge to resolve system-level issues.
• Interpret wiring diagrams, refrigeration schematics, and control logic.
• Understand Refrigerant charging and recovery
• Understand Compressor & drive train diagnostics and repair
• Understand Electrical failures and component testing
• Understand Mechanical component replacement
• Maintain active EPA 608 certification and comply with refrigerant handling regulations.
• Perform QA/QC testing of machines, including running equipment with product when required.

3. Service Ticket & CRM Management

• Accurately update all technical service tickets, including:
• Clear subject lines and detailed troubleshooting notes and ticket completion.
• Steps taken, current status, and next actions
• Final resolution summaries for future reference
• Update and verify customer accounts (contacts, addresses, warranty status).
• Provide advanced parts identification and support.
• Process parts orders for customers, distributors, and technicians.
• Accurately enter Sales Orders
• Parts orders
• Warranty part orders
• Replacement components
• Ensure escalated tickets and service events are brought to the managers attention and documented thoroughly and clearly.

4. Dispatch Coordination & Follow-Up

• Create and manage warranty and non-warranty dispatch records in CRM and service platforms.
• Escalate tickets appropriately into service dispatch events.
• Prioritize dispatches based on:
• Technicians on-site
• Recently sold equipment
• Chain and key accounts
• Follow up with vendors and technicians to ensure timely resolution.
• Confirm service completion with customers.
• Maintain and verify vendor and authorized service technician records in CRM.
• Manage warranty and non-warranty service events as required.

5. Assistance with Equipment Refurbishment & Logistics Support

• Assist with all aspects of refurbing and processing returned equipment inventory.
• Assist warehouse activities such as inventory and prepping equipment for tradeshows, etc.
• Assist logistics with parts/machine processing and shipping when needed.
• Assist with documentation and repairs on Spaceman equipment, including:
• Refrigeration system repairs
• Electrical component replacement
• Mechanical repairs

Qualifications

Required:

• Active EPA 608 Certification
• Significant hands-on HVAC and refrigeration repair experience
• Advanced electrical and mechanical diagnostic skills
• Experience repairing commercial refrigeration or food service equipment
• Ability to troubleshoot and repair HVAC equipment
• Strong verbal communication skills with ability to lead technical calls confidently
• Experience supporting or managing field service technicians
• Proficiency using CRM systems and service management software

Preferred:

• Prior field service technician
• Additional HVAC or technical certifications
• Experience in commercial kitchen or frozen beverage equipment
• Experience managing escalated technical cases

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-time

Pay: $55,000.00 - $70,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Retirement plan
• Vision insurance

Application Question(s):

• What experience have you had with providing remote technical support by phone/video/text?
• Have you serviced commercial food equipment before?
• What is your experience with mechanical and electrical repairs?

Work Location: In person