Technical Service Associate

Job Introduction:

Spaceman is a manufacturer of commercial food equipment, based in Loveland, CO. We are looking for a Technical Service Associate that has a passion for customer service as it pertains to commercial food equipment.

We are looking for a Technical Service Associate who has demonstrated to be mechanically inclined as a side hobby or previous position or maybe looking to step away from in person repair work and interested in offering remote support with a stable schedule. This opportunity allows you to offer remote equipment support to HVAC technicians throughout the US to ensure Spaceman customers are receiving the best in class customer support.
Our pay scale is based on relevant experience and skills. Any mechanical, electrical and refrigeration experience will be considered in compensation level and is greatly preferred.

This role involves you learning Spaceman Equipment as it pertains to equipment repair, troubleshooting along with an understanding of refrigeration, electrical, and mechanical systems.

The Technical Service Associate will work with our authorized service providers throughout the US providing online resources and tech support to minimize equipment downtime.
This position is ideal for mechanically inclined applicants who enjoy sharing knowledge and providing resources to offer best in class customer experience by assisting our authorized service providers.

Spaceman offers a very competitive benefits package in addition to base compensation, with up to 80% coverage for medical insurance plans, 401k matching, paid time off, and holidays.

Job Description:

As a Technical Service Associate, you will perform multiple job duties related to matters of the Spaceman Technical Service department. The Technical Service Associate primary responsibility is to answer incoming phone calls to assist service technicians in the field with troubleshooting, repairing, and fixing issues with Spaceman equipment.

Compensation scale is negotiable and based on relevant experience and skills.

Duties and Responsibilities:

At a minimum, this position requires the employee to perform the following duties and responsibilities:

• Answer Technical Service department phone calls and respond to e-mails from service technicians, dealers, reps and customers.
• Assist technicians through Functionality Checks, Troubleshooting Steps, etc. to diagnose and resolve issues with Spaceman machines
• Send appropriate Knowledge Base Articles, troubleshooting steps or guides, documentation, and machine operating information to assist technicians.
• Assist with tasks related to dispatching calls and technical service tickets
• Work with customer success regarding dispatch status updates, getting technician notes and the working with the team to offer the best in class experience for the customer.
• Work with service and logistics as needed to process part orders directly or through our partners.
• Assist the logistics team with customer/technician parts orders.
• Offer remote technician training for Functionality Tests and repairs
• Assist the service team with maintaining Spaceman equipment in the Loveland Test Kitchen.

Qualifications:

At a minimum, this position will require that the employee have the following qualifications:

• Strong verbal and written communication skills for interacting with technicians and customers.
• Past experience with mechanical repairs, electrical or refrigeration.
• Detail oriented for note taking, database entry and written communication.
• Demonstrate organizational and time management skills
• Ability to learn how to access and send resources to technicians and customers.
• Participate in continual hands-on equipment training/maintenance for equipment parts, operation, maintenance and repairs knowledge.
• Adapt rapidly to learn the operation of Spaceman equipment including disassembly, reassembly, daily cleaning and common operator issues.
• Willingness to learn mechanical, electrical and refrigeration repair skills.
• Participate in maintaining a safe working environment.
• Provide feedback to the service team for resources where changes are needed and suggest new resources to assist technicians in the field.
• Willing to take an online class to obtain an EPA 608 certification.
• Capable of mastering and applying advanced skills to troubleshoot Spaceman Equipment
• Skilled in navigating and utilizing online software to accurately track, update, and notate dispatches and tickets.

Job Type: Full-time

Pay: From $27.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Cell phone reimbursement
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• On-the-job training
• Opportunities for advancement
• Paid time off
• Professional development assistance
• Retirement plan
• Vision insurance

Compensation Package:

• Bonus opportunities
• Performance bonus

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• No weekends
• Year round work

Application Question(s):

• What is your experience with customer service or customer support?
• What is your experience with mechanical repair?

Ability to Relocate:

• Loveland, CO 80538: Relocate before starting work (Required)

Work Location: In person

Salary : $27