Remote National Customer Service Manager, HVAC/R

Summary

Join our team as a Customer Service Manager- Refrigeration/Cooking Equipment Services and lead the customer service team, utilize knowledge in refrigeration and cooking equipment, and develop a comprehensive over-the-phone troubleshooting guide.

Requirements

• 2-3 years of experience in the foodservice refrigeration field
• Knowledge of refrigeration and cooking equipment
• EPA certification or equivalent licenses
• Proven leadership and management skills
• Experience in training and mentoring technicians
• Ability to travel for extended periods if necessary
• Strong organizational and communication skills

Responsibilities

• Establish and lead the customer service team responsible for handling incoming phone calls and emails
• Train and mentor technicians, ensuring high standards of service and technical proficiency
• Utilize knowledge in refrigeration and cooking equipment to provide expert guidance and support
• Develop a comprehensive over-the-phone troubleshooting guide to assist in resolving customer issues efficiently
• Handle escalated customer service inquiries and ensure timely resolution of issues
• Expand our third-party service network by onboarding new service companies for warranty work
• Generate detailed service reports on equipment issues and collaborate with our engineering team in China to address these issues
• Work closely with our Salesforce CRM system to enhance and improve customer service processes and documentation
• Be prepared to travel for 1-2 months as needed to train new technicians in various locations