Virtual Service Technician

ROLE SUMMARY

As a Virtual Service Technician, you will be part of a passionate, focused, and growing team of field technicians and will interact with field technicians and restaurant customers. You are also to assist field technicians in their diagnostic and repair work while in the field, increasing first-time fixes and expediting the repair.

SCHEDULE: 8 AM – 5 PM Pacific Daylight Time (11 PM - 8 AM Philippine Local Time), follows Philippine Holidays

POSITION TYPE: Full Time

WORK ARRANGEMENT: Remote

ESSENTIAL FUNCTIONS

·       Assist field technicians in their diagnostic and repair work while in the field, increasing first-time fixes and expediting repair

·       Help customers troubleshoot and diagnose problems to facilitate operator-level fixes and communicate service needs to the Dispatch Center for field technician response

QUALIFICATIONS

·       A Bachelor’s degree in the related field

·       3 or more years of technical experience with refrigeration, appliance repair, and commercial kitchen equipment

·       Relevant technical training, licenses, and/or certifications (EPA, CFESA) or equivalent

·       Specific training and expertise on the following brands: Taylor Company Soft Serve, shake and slush freezers, Taylor Grills, Henny Penny (all product lines), preferred

·       Able to read schematics and wiring diagrams

·       Excellent communication skills and proven experience/differentiability to talk through diagnosis and repair using Virtual/Augmented reality software

·       Self-motivated with the proven ability to prioritize and work independently with minimal direct supervision

·       Team mentality focus and great customer service skills

·       Experience in a multi-client environment

·       Strong computer aptitude, which includes expertise with Microsoft 365 applications

·       Analytical skills with particular attention to detail

·       Aptitude in data management, analytics, reporting preparation