Technical Support Representative

This role supports Spaceman USA as a Technical Support Representative, delivering high level phone-based technical assistance, troubleshooting refrigeration, electrical, and mechanical systems, and handling CRM documentation, parts processing, QA/QC, and refurbishment/logistics from the Loveland, Colorado headquarters. It is a full-time, on-site position with primary remote technical service responsibilities.

Summary

The position centers on advanced telephone support for equipment, guiding functionality checks, troubleshooting steps, and sharing knowledge base resources, while coordinating parts orders and service activities from the Loveland, CO headquarters.

Responsibilities

• Respond to incoming Technical Service department calls and emails from customers and technicians.
• Guide customers and technicians through functionality checks and troubleshooting steps.
• Distribute relevant Knowledge Base articles, guides, documentation, and machine operating information.
• Help resolve issues in collaboration with customers and technicians.
• Provide parts support and process parts orders for customers, distributors, and service technicians.
• Offer service technician information as required.
• Escalate tickets to service dispatch events when appropriate.
• Maintain accurate updates to technical service tickets.
• Update ticket subject lines and detail information to reflect current status.
• Verify and update customer CRM records, including contacts, addresses, and warranty information.
• Notate tickets to document troubleshooting steps, current status, and next steps.
• Summarize complex tickets at resolution for future reference.
• Enter Sales Orders into the CRM for Parts Orders and Warranty Parts Orders.
• Create and update dispatch records in the CRM and corresponding dispatch tickets in the Desk, including follow-up dates and times.
• Refresh related records for dispatch events as actions or troubleshooting occur.
• Follow up on dispatch events, both warranty and non-warranty, to ensure timely vendor handling.
• Follow up with customers to confirm service event resolution.
• Prioritize on-site technicians, recently sold equipment, and key accounts.
• Create, update, and verify vendor and dealer account contact information in the CRM for authorized service technicians.
• Perform QA/QC checks on Spaceman equipment as required and operate machines with product as needed.
• Assist in-house HVAC technicians with equipment repairs when possible.
• Hold EPA 608 certification.
• Display an interest in learning about the mechanical, electrical, and refrigeration systems used in Spaceman equipment.

Requirements

• Hands-on appliance or repair experience.
• Mechanical diagnostic capabilities.
• Phone-based support experience.
• Strong verbal communication skills with the ability to lead technical calls confidently.
• Experience supporting or managing field service technicians.
• Proficiency with CRM systems and service management software.

Technologies

• CRM systems
• Desk
• Service management software

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Retirement plan
• Vision insurance

Working Conditions

The role requires a typical schedule of Monday through Friday, 8:00 am to 5:00 pm. Work is performed in a combination of interior office space and standard warehouse conditions, mixing extended periods of sitting and computer or phone use with time spent standing and performing repairs on food equipment.

Physical Requirements

Regularly perform physical activities including sitting, standing, walking, stooping, and using hands and fingers, with the ability to hear, see, and speak. The role may require lifting and moving up to 50 pounds.

Job Type

Full-time

Pay

USD 55,000 - 70,000 per year

Application Questions

• What experience have you had with providing remote technical support by phone, video, or text?
• Have you serviced commercial food equipment before?
• What is your experience with mechanical and electrical repairs?

Work Location

In person; Loveland, Colorado (onsite)