Job Details

Job Details

Job Location
Frymaster - Shreveport, LA

Salary Range
$91057.00 - $118374.00 Salary/year

Manager Technical Service II

We are Frymaster! We design, manufacture and supply best-in-class commercial food and beverage equipment for the global foodservice market. We empower you to grow with us. We recognize you and reward you. We win together as one team. Bring your passion for excellence to our table.

Provides technical support on incoming inquiries from Customers, Sales, and Service Techs and service agencies, regarding service and repair issues with our equipment. Interfaces with all Frymaster/Merco Engineering outside third party sources and Technical Service on support of equipment. Integral in the troubleshooting, repair, and support of equipment in the field and customer satisfaction.

Reporting directly to the Director of Technical Services, this position is based in Shreveport, LA.

MAJOR ACCOUNTABILITY:

• Provides technical support on the product brand equipment for Service Techs, Service agencies, Sales, Engineering and customers via phone, email, or possibly at a customer's location.
• Work closely with Management, Customer Service, Sales, and Engineering to resolve escalated technical support issues evolving around the brands equipment in a timely manner.
• Develops training materials for Call Center and field technician use to install, troubleshoot and repair of Frymaster/Merco equipment.
• Resolve Customer escalation issues.

KEY TASKS & RESPONSIBILITIES:

• Provides technical assistance and service support for inquiries received, via phone or email from services techs, service agencies, sales and customers and third-party sources in support of Frymaster and Merco brands.
• Maintains accuracy of computerized service records and files from for service techs, service agencies, sales, and customers of the product brand.
• Resolve escalated issues from chain restaurant locations.
• Under direction of supervision andor mentors, takes opportunities to educate themselves on product lines, service issues, and tools used in this area.

DISCLAIMER: The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

JOB REQUIREMENTS:

Education & Experience:

• Bachelor's degree
• 7-9 years' experience required.
• 9 years' experience in lieu of degree.
• Previous field technical experience in relevant field. Equipment repair and maintenance.
• Travel up to 50%

Skills & Abilities:

• Computer usage including MS Office skills - Word, Excel and Outlook.
• Ability to communicate well and with tact verbally and in writing.
• In depth understanding of computer networking wired and wireless communications and basic knowledge of all product lines.
• Strong decision making and problem-solving skills.
• Strong Change management Skills

Physical demands of the position:

1. Sitting: Extended periods of sitting at a desk or workstation while working on a computer or performing tasks.
2. Standing/Walking: Occasional need to stand or walk within the office premises, such as moving between work areas, meeting rooms, and common spaces.
3. Lifting/Carrying: Ability to lift and carry office supplies and materials, up to 20 pounds, occasionally.
4. Repetitive Motion: Regular use of hands and fingers for typing, writing, and manipulating office equipment.
5. Vision: Continuous use of visual acuity for reading documents, computer screens, and analyzing data.
6. Hearing: Ability to hear and communicate effectively with coworkers, clients, and customers in person and over the phone.
7. Speaking: Clear and concise verbal communication is essential for interacting with colleagues, clients, and team members.
8. Bending/Reaching: Occasional need to bend, stoop, or reach for objects on shelves or in cabinets.
9. Climbing: Minimal requirement for climbing stairs or using office building elevators.
10. Driving: Not applicable to this position as it is located within an office environment.

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