Technical Support Representative

Job Purpose:

Spaceman is a manufacturer of commercial food equipment (soft serve and frozen beverage machines).

This position’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)

• Answering any Technical Service department call-ins and e-mails from customers and technicians, including:
• Assisting customers and technicians through Functionality Checks, Troubleshooting Steps, etc.
• Sending appropriate Knowledge Base Articles, troubleshooting steps or guides, documentation, and machine operating information.
• Assisting with resolving all issues with the customer and/or technician
• Providing parts support and processing parts orders for customers, distributors, and service technicians
• Providing service technician information as required
• Escalating tickets to service dispatch events.
• Accurately updating technical service ticket information
• Updating ticket subject line and ticket detail information
• Updating and verifying customer accounts in the CRM (contacts, addresses, warranty information, etc.)
• Notating tickets appropriately to detail troubleshooting steps that have been taken, current status of ticket, next steps, etc.
• Summarizing difficult or complex tickets at the resolution of the issue to be referenced in the future as required.
• Accurately entering Sales Orders into the CRM for Parts Orders, Warranty Part Orders, etc.
• Accurately creating service dispatch records for warranty and non-warranty service events to include:
• Creating & accurately updating dispatch record in the CRM
• Creating & accurately updating dispatch ticket in the Desk (including follow-up and service dates and times)
• Updating all corresponding records to the dispatch event in a timely manner when known actions or troubleshooting occurs
• Following-up with all dispatch events (warranty and non-warranty) to ensure they are being handled by vendors in a timely manner
• Following-up with customers to ensure that service events are resolved
• Prioritize Technicians on-site, Equipment sold most recently, chain and key-Accounts
• Creating, updating, and verifying Vendor and related Dealer-Account-Contact information in the CRM for authorized service technicians
• Perform QA/QC checks on Spaceman equipment as required, running machines with product as necessary
• Have the ability and interest in assisting in house HVAC technician with repair of equipment
• Ability to complete EPA 608 certification
• Interest in learning equipment mechanical, electrical and refrigeration systems for Spaceman equipment

2. 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.

3. Assistance with Equipment Refurbishment & Logistics Support

• Learn and 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:
• Ability to learn refrigeration system repairs
• Learn and assist with electrical component replacement
• Mechanical repairs

Qualifications

Required:

• Hands-on appliance or repair experience
• Mechanical diagnostic skills
• Phone support experience
• 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
• Active EPA 608 Certification
• Additional HVAC or technical certifications
• Active EPA 608 Certification
• Ability to troubleshoot and repair HVAC equipment
• 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 - $75,000.00 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