Technical Advisor

SUMMARY Provides advanced troubleshooting and problem resolution to end users, service technicians and distributors via telephone and email.
Uses expert mechanical, HVAC, and refrigeration knowledge to provide technical solutions for all past and present products lines.
Advises customers on preventative maintenance and configuration adjustments to improve product performance and customer satisfaction.
Conducts in-house service training, external field service training covered by Hoshizaki America.
Including the US, Canada, Mexico, Latin America, and the Caribbean.
KEY PERFORMANCE INDICATORS (KPIs) – Tech Advisor Peachtree City Contact Center call queue SLA; KPI determined January 31 of each year.
Call log Entries; KPI determined January 31 of each year.
KEY PERFORMANCE INDICATORS (KPIs) – Blended Team Peachtree City Call log Entries; KPI determined January 31 of each year.
Customer Service - Maintain or exceed NPS target annually (Bowling chart) KEY PERFORMANCE INDICATORS (KPIs) – Blended Team DC's Warranty claim processing DC queue assigned threshold (DComp Report) Technical support call response time of 30 minutes (Self-Reported) ESSENTIAL FUNCTIONS Reviews and processes warranty claims documentation daily.
Delivers inbound telephone and email troubleshooting and diagnostic support to resolve product/equipment failure issues.
Applies advanced diagnostic techniques to identify problems, investigate causes and recommend solutions to correct failures.
Documents all resolutions in the computerized call system for future reference.
Actively listens to customers, probes for clarification, and reviews diagram, drawing and schematic for highly complex technical problems.
Conducts extensive research to resolve issues for obsolete and discounted products.
Works with Manufacturing, Service Parts and Engineering to secure technical manuals and alternative parts for existing and discounted products.
Strives to minimize end user downtime and maximize the first-time resolution rate of machinery and/or equipment.
Advises quality and new product development of recurring component failures.
Escalates highly complex problems to management or engineering as appropriate.
Facilities classroom training for field service technicians.
Reviews the interworking of equipment as well as solutions for common problems and failures.
Coordinates warranty related technical problems with Customer Service Reps.
Maintains broad knowledge technical knowledge of company products.
EDUCATION & EXPERIENCE Associates or Technical degree and a minimum of 5 years of ice machine repair experience with or an equivalent combination of education and experience.
Requires well-rounded knowledge of the operating principles of HVAC and/or refrigeration.
Ability to read and interpret blueprints, drawings, and system diagrams.
KNOWLEDGE & SKILLS Strong communication skills and be able to effectively communicate technical issues.
Ability to troubleshoot at subsystem and system level, using identifiable problem-solving techniques.
Ability to understand and interpret advanced written technical information.
Knowledge of design techniques, tools and principles involved in production of precision technical plans, blueprints, drawings, and models.
Knowledge of machines and tools, including their designs, uses, repair, and maintenance.
Strong customer service skills with the ability to handle high call volumes.
PHYSCIAL REQUIREMENTS Non-Manufacturing: Sit for extended periods of time.
Stand and walk intermittently.
Maintain balance to prevent falling.
Ascend and descend ladders, stairs, and work platforms.
Carry or move materials and equipment weighing up to 51 lbs.
Lift objects of various weights in different directions.
Hold arms and hands in one position for extended periods of time.
Use your hands and fingers to move and assemble small parts.
Repetitive motions of body parts.
Coordinated use of hands and feet to operate equipment.
Intermittent manual labor that includes bending, stooping, crouching, reaching, pushing, and pulling.
Operate manual and powered hand tools (e.
g.
, pneumatic rivet and staple guns; drills; drivers; and foaming guns).
Operate powered industrial trucks and equipment (e.
g.
, lifts, pallet jacks, and aerial platforms).
Operate machinery (e.
g.
, press brakes, refrigerant charging stations, and hoists).
Squat and kneel to access materials and equipment in tight or enclosed spaces.
Handle chemicals.
Use of Personal Protective Equipment (PPE) required of the job and work area.
PPE includes but is not limited to safety glasses, safety googles, face shields, welding shields, protective welding clothing, safety toed footwear, hearing protection, gloves, aprons, protective sleeves, hard hats, safety harnesses, and respiratory protection.
Close visual acuity to perform activities such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading; visual inspection involving small defects, small parts, and/or operation of machines (including inspection); using measurement devices; and/or assembly or fabrication of parts at distances close to the eyes.
Communicate with others to exchange information.
When travel is required, visual acuity to operate motor vehicle in daytime and nighttime.
Travel Required: Yes, up to 35% Passport