Inside Technical Support Specialist – Refrigeration

Overview
We are seeking an experienced Inside Technical Support Specialist to provide remote troubleshooting, product support, and customer assistance for commercial refrigeration systems, including walk-in coolers and freezers. The ideal candidate has strong HVAC/R knowledge, enjoys solving problems over the phone or email, and can communicate clearly with technicians, contractors, and end-users.

Key Responsibilities

• Provide technical support for walk-in cooler/freezer refrigeration systems, controls, compressors, and related components.
• Troubleshoot mechanical, electrical, and refrigeration issues via phone, email, and remote diagnostic tools.
• Assist installers and service technicians with startup procedures, wiring, system configuration, and diagnostics.
• Review warranty claims, interpret service documentation, and recommend repair solutions.
• Document all support calls and issues in the CRM system.
• Collaborate with engineering, service, and product teams to resolve escalated technical problems.
• Provide guidance on proper installation practices and system maintenance.
• Support internal sales teams with product/technical questions

Qualifications

• Required:
• 5 + years of experience in commercial refrigeration or HVAC/R technical support
• Strong understanding of refrigeration cycles, electrical controls, defrost systems, and pressure/temperature diagnostics
• Ability to read wiring diagrams and schematics
• Excellent communication and problem-solving skills
• Proficient with computers, CRM tools, and remote support platforms
• Preferred:
• Experience with walk-in cooler/freezer systems, rack systems, or digital refrigeration controls
• Prior inside tech support, service dispatch, or field service experience

Job Type: Full-time

Pay: $60, $70,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person