Technical Diagnostic Support Rep - Schenectady, NY

Position Description

The technical support and Diagnostics representative provides expert troubleshooting solutions and guidance to internal and external customers for resolution of their commercial kitchen equipment repair and installation issues.

Main Responsibilities

• Provide parts ordering assistance to EC technicians, as required. Research solutions as required; effectively learn and use computer-based tools.
• Effectively communicate with internal customers at different levels of management, and manufacturers. 
• Provide timely and effective technical solutions and guidance to internal customer issues in a fast-paced environment. 
• Process submitted Technician requests received via phone, email, and other electronic means. 
• Properly record systematically issues according to company standards. 
• Attain specified metric targets; maintain equipment-related technical proficiency. 
• Works a standard shift but may occasionally be asked to work a different shift.
• Support other team initiatives as directed.

Position Requirements

• Ability to lift and carry up to 25 pounds.
• Ability to climb on ladders up to 12 steps.

Qualifications

Basic:

• High school diploma or GED
• A minimum of 1-year previous experience in parts sales/support, customer service, and/or inventory control
• Basic Windows based computer skills

Preferred:

• Minimum 3 years successful experience as a commercial kitchen equipment, refrigeration, or equivalent experience in the mechanical repair industry
• Excellent customer service skills
• Microsoft Office proficiency
• IFS/FSM knowledge preferred but not required.
• Ability and willingness to work in a fast-paced, office-based environment with a willingness to adapt to changing customers’ needs and expectations.

About Smart Care

Smart Care is a national repair and service provider for commercial foodservice, refrigeration, and cold storage equipment. Our offering of comprehensive mechanical services includes hot side cooking equipment, stand-alone refrigeration, specialty coffee and beverage, complex rack refrigeration and HVAC.

Smart Care is an Equal Employment Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other protected class status. All qualified individuals are encouraged to apply. If you need a reasonable accommodation with respect to Smart Care’s application or hiring process due to a disability, please contact the Human Resources department at [email protected].