Food Service Equipment Technical Specialist (Remote)

Job Summary

WebstaurantStore, a division of Clark Associates, is looking for candidates to join our company as an Inside Service Technician on the Ready Kitchen Warranty team.

The Ready Kitchen Warranty team focuses on providing customers with excellent service and technical support for the Private Label equipment they purchase through all of Clark's various business segments. This role is integral to the growth of our business, and we are seeking motivated candidates who excel in communication, have a passion for hospitality, and possess strong analytical problem-solving skills. We are looking to expand our team with an Inside Service Technician who will interact directly with in-field service techs to provide friendly, efficient, and accurate solutions for food service equipment and refrigeration repairs.

Shift: 9:30 AM – 6 PM ET or local time zone equivalent, Monday through Friday

60-Day Training Period: 7:30 AM – 4 PM ET or local time zone equivalent, Monday through Friday

Remote Work Qualifications

• Access to a reliable and secure high-speed internet connection. Cable or fiber internet connections (at least 75mbps download/10mbps upload) are preferred, as satellite connections often cannot support the technologies used to perform day-to-day tasks.
• Access to a home router and modem.
• A dedicated home office space that is noise- and distraction-free. The space should have strong wireless connection or a wired Ethernet connection (wired connection is preferred, if possible).
• A valid, physical address (apartment, suite, etc.). PO Boxes are not supported, as a physical address is required for you to receive your computer equipment.
• The desire and ability to work and communicate with other team members via chat, webcam, etc.
• Legal residents of one of the following states: (AK, AL, AR, AZ, CT, DE, FL, GA, IA, ID, IN, KS, KY, LA, MD, ME, MI, MN, MO, MS, NC, ND, NH, NM, NV, OH, OK, PA, SC, SD, TN, TX, UT, VA, VT, WI, WV, and WY).

We only accept W-2 candidates, H-1B sponsorship is not available.

Responsibilities

• Provide advanced customer service and troubleshooting assistance with field service technicians via phone and email
• Utilize equipment service manuals, wiring diagrams, and personal experience to help diagnose and repair equipment of over 1,000 different SKUs from both hot and cold-side
• Handle call volume of ~150 per week
• Support service coordinators with equipment-related questions
• Recommend manufacturing changes based on equipment failure trends
• Document and make recommendations for changes that may need to be made on content that has been created for all end-users of Clark Associates’ privately labeled equipment: Technical Service Manuals, Customer User Guides, and Service FAQs and common troubleshooting issues by equipment type

Physical Requirements

• Work is performed while sitting/standing and interfacing with a personal computer.
• Requires the ability to communicate effectively using speech, vision, and hearing.
• Requires the regular use of hands for simple grasping and fine manipulations.
• Requires occasional bending, squatting, crawling, climbing, and reaching.
• Requires the ability to occasionally lift, carry, push, or pull medium weights, up to 50lbs.

Qualifications

Experience

• 5+ yrs of experience in electric, gas, and refrigeration food service equipment
• CFESA certified strongly preferred
• Proficiency with Office 365 (Outlook, Word, Excel, PowerPoint) and Windows system/internet navigation required
• Consistent 75mbps download/10mbps upload internet speeds are required 
• The ability to work a training schedule of 7:30 AM – 4 PM ET or local time zone equivalent, Monday through Friday, during the 60-day onboarding period 
• The ability to work 9:30 AM – 6 PM ET or local time zone equivalent, Monday through Friday, after the 60-day onboarding period 
• Adept at communicating effectively with a variety of audiences

Education

• Associate Degree or Diploma in HVAC/R (Heating, Ventilation, Air Conditioning, and Refrigeration) from an accredited institution.
• EPA Certification required 

Desired Traits & Skills

You'll be a great fit if you:

• Exude problem-solving skills & technical proficiency - you can effectively and efficiently identify, diagnose, and resolve technical issues & you have in-depth knowledge of refrigeration systems and food service equipment, with a strong understanding of their operation, maintenance, and troubleshooting.
• Seek to understand – you ask great questions and listen empathetically.
• Thrive on collaboration – you make connections naturally and communicate effectively with a variety of audiences.
• Communicate with influence - whether you're speaking with teammates, service partners, or customers, you earn their trust.
• Find the path forward – when addressing an unexpected issue, you identify the root cause and take proactive steps to resolve it.
• Bring a team-first mindset and intrinsic motivation for excellence.
• Take initiative and hold yourself accountable for results.
• Embrace technology and learn new systems quickly.
• Thrive in a flexible, fast-changing environment.