Responsibilities:

• Provide technical support via phone, email, and video calls to customers experiencing equipment issues.
• Diagnose and troubleshoot mechanical and electrical problems with commercial cooking appliances.
• Guide customers through basic repairs and maintenance procedures.
• Work with field service technicians to coordinate on-site repairs when necessary.
• Document all customer interactions, issues, and resolutions in the support database.
• Assist with warranty claims and parts orders.
• Stay updated on new product developments and technical specifications.
• Provide training to customers and internal staff on equipment operation and maintenance.

Requirements:

• 2 + years experience in a technical support, field service, or repair of commercial cooking equipment (ovens, fryers, grills, etc.) role.
• Strong understanding of electrical and mechanical systems.
• Excellent troubleshooting and diagnostic skills.
• Customer-oriented with strong communication and problem-solving abilities.
• Ability to read and interpret technical manuals, schematics, and wiring diagrams.
• Proficiency in using diagnostic tools and software.
• Basic knowledge of Microsoft Office and CRM software.
• Ability to work independently and as part of a team.
• Bilingual a plus.