Residential Refrigeration Customer Support bei Scotsman Ice

Job Title

Residential technical liaison

Function

Parts and Technical Service

Reports to

Director of Service

Supervises

None

Mission

Provides support to customers, dealers, distributors and service providers for residential products.

Principle Activities

• Manage and resolve escalated customer issues, ensuring timely follow-up and resolution in alignment with company standards.
• Collaborate with internal departments (technical support, field service, sales, etc.) to address and resolve customer concerns.
• Provide feedback to management on recurring issues and customer pain points.
• Maintain a thorough understanding of residential product lines, warranty policies, and service procedures.
• Identify cases where product issues may be related to improper maintenance or failure to follow user manual guidelines, and communicate findings clearly to customers.
• Educate customers on proper product care and usage based on manufacturer recommendations.
• Answers inquiries received from customers, distributers, service providers and dealers
• Enters information into SF for tracking and reporting purposes
• Reports case status monthly
• Assist customers with finding service for one of our products
• Assist with product registration.
• Assisting tech support in providing information on nontechnical related calls.
• Supports dispatch team as needed
• Assumes all other duties and tasks as required and assigned

Financial/Risk Control

• Conduct yourself in accordance with the Company code of ethics policy at all times

Required Knowledge and Skills

• Excellent customer service skills
• Great communicator in all forms (email and voice)
• Technically inclined with the good grasp on generic technical knowledge
• Basic Excel skills
• Familiar with Service Bench and Salesforce would be a plus
• Ability to work with a team in a productive and positive way

Required Education

• Preferred refrigeration and or HVAC certificate or degree

Required Experience

• At least 5 years of customer service experience with 2 of those years handling technical escalations.

OR

• Bachelors Degree in related field with 2 years of customer service experience with technical escalations.

Physical Requirements

Ability to sit and stand for prolonged periods and perform repetitive tasks. Must be able to lift at least 30 lbs, twist, bend and reach.