Technical Service Manager

Service Coordination
Monitor equipment startups, warranty calls, and service requests while maintaining accurate status and asset tracking information in internal systems.
Coordinate and track service activities to ensure timely follow-up and resolution.
Train service companies and equipment dealer sales and service personnel on relevant equipment and service processes.
Maintain accurate service documentation and updates throughout the service lifecycle.

Customer Support
Serve as a primary point of contact for customers regarding service inquiries, scheduling, status updates, and follow-ups.
Maintain professional and responsive communication through phone, text, email, and service portals.
Troubleshoot equipment and service issues with end users and technicians.
Work closely with service managers, technicians, sales teams, culinary teams, and other departments to support smooth operational workflows.
Field and coordinate service-related calls from consultants, general contractors, HVAC professionals, electricians, plumbers, dealers, installers, and end users.
Assist in analyzing service trends, customer feedback, and operational efficiency.
Track service activity and related information through Microsoft Dynamics 365 Service Hub.
Identify recurring service issues and assist with developing effective solutions and process improvements.

Required Qualifications
Trade school education, technical education, or equivalent hands-on technical experience required.
Hands-on experience working with electrical appliances, equipment, or related technical systems.
Minimum 2+ years of administrative, customer service, or service coordination experience.
Strong ability to troubleshoot technical issues with end users and service technicians.
Experience working in a customer-facing or service-oriented environment.
Strong organizational and multitasking abilities with excellent attention to detail.
Highly effective written and verbal communication skills.
Strong customer service mindset and problem-solving abilities.
Proficiency with Microsoft 365, Excel, Outlook, and CRM/ERP systems.
Ability to work effectively in a fast-paced environment while maintaining accuracy and professionalism.
Ability to coordinate effectively with customers, technicians, service companies, dealers, contractors, and internal stakeholders.
Multilingual communication skills are a plus.

Preferred Qualifications
Familiarity with scheduling, dispatching, or service management systems.
Experience working in a service-oriented or technical service environment.
Experience with Microsoft Dynamics 365 Service Hub.
Associate or Bachelor's degree is a plus.
Experience in food production, commercial food equipment, or a related technical environment is preferred.

Skills & Competencies
Strong organizational and multitasking skills.
Excellent written and verbal communication.
Strong customer service and relationship-management skills.
Technical troubleshooting and problem-solving ability.
Ability to manage multiple service requests and priorities simultaneously.
Proficiency with Microsoft 365, Excel, Outlook, and CRM/ERP platforms.
Ability to collaborate effectively with technical and non-technical teams.
Strong attention to accuracy, follow-through, and documentation.
Ability to remain professional and composed in a fast-paced service environment.

Benefits
Competitive salary based on experience
Health, dental, and vision insurance
Paid Time Off (PTO) and holidays
Retirement plan options
Opportunities for professional growth and development