The In-House Technical Support Specialist is responsible for providing advanced technical support to field service technicians, customers, and internal teams. This position serves as a subject matter expert for troubleshooting commercial foodservice equipment and assists in diagnosing, documenting, and resolving complex equipment issues.

The ideal candidate possesses strong technical aptitude, excellent communication skills, and the ability to analyze complex problems in a fast-paced environment. Success in this role requires effective written and verbal communication, exceptional email correspondence skills, and a commitment to continuous learning and professional development.

The In-House Technical Support Specialist acts as a critical link between field technicians, engineering, warranty administration, and customers to ensure timely and accurate resolution of technical concerns. 

Essential Duties & Responsibilities

• Provide technical support to field service technicians performing diagnostics, maintenance, and repairs on commercial foodservice equipment.
• Serve as an escalation resource for complex technical issues that cannot be resolved in the field.
• Analyze service information, troubleshooting data, and repair histories to identify root causes of equipment failures.
• Interpret wiring diagrams, schematics, service manuals, and technical documentation.
• Recommend corrective actions, replacement components, and repair strategies.
• Document troubleshooting processes and technical resolutions to support continuous improvement initiatives.
• Serve as the primary technical liaison between the company and field service organizations.
• Communicate technical information clearly and effectively to individuals with varying levels of experience.
• Participate in technical training programs and knowledge-sharing initiatives.
• Manage a high volume of technical emails while maintaining professional, accurate, and timely responses.
• Prepare detailed written communications regarding equipment performance, troubleshooting recommendations, and corrective actions.
• Document technical findings in service management systems with a high degree of accuracy and detail.
• Communicate effectively with customers, technicians, management, engineering teams, and external service providers.
• Demonstrate strong verbal communication skills during phone support and technical consultation activities.
• Investigate complex equipment issues and determine root causes through systematic analysis.
• Evaluate service trends, warranty claims, and field feedback to identify recurring problems.
• Utilize critical thinking and analytical skills to resolve unique and challenging service situations.
• Review warranty claims for technical accuracy and compliance.
• Participate in ongoing technical training and certification programs.
• Demonstrate a strong aptitude and desire for continuous learning in support of evolving product lines and technologies.

• High School Diploma or GED required; Technical School or Associate Degree preferred.
• Minimum 3-5 years of technical service, field service, equipment repair, or technical support experience.
• Strong electrical, mechanical, and troubleshooting aptitude.
• Ability to diagnose complex equipment issues using logical problem-solving techniques.
• Exceptional written and verbal communication skills.
• Demonstrated ability to communicate technical information clearly and professionally.
• Strong email communication and documentation skills.
• Proficiency with Microsoft Outlook, Excel, Word, Teams, and service management software.
• Ability to read and interpret electrical schematics, wiring diagrams, and technical drawings.
• Strong organizational skills and attention to detail.
• Willingness to support weekend schedule.
• Ability to manage multiple priorities in a fast-paced environment.
• Capable of traveling.

Core Competencies

• Advanced Technical Troubleshooting
• Root Cause Analysis
• Technical Communication
• Written Communication Excellence
• Field Technician Support
• Problem Solving & Critical Thinking
• Technical Documentation
• Continuous Learning
• Customer & Service Partner Support
• Collaboration & Teamwork
• Time Management
• Professionalism & Accountability