Technical Support Specialist - Coffee & Beverage Equipment

Technical Service Representative

Location: Lake Zurich, IL
Reports to: Director of Technical Service (This is not a Remote Role)

About the Role

If you’re the kind of person who actually enjoys figuring out why something broke—and fixing it fast—this role is for you.

As a Technical Service Representative, you’ll be the go-to expert helping customers troubleshoot and solve real-world issues with commercial coffee and tea brewing equipment. You’ll combine hands-on technical knowledge with strong communication skills to support service agents, dealers, and end users in real time.

This is a fast-paced, high-impact role where your problem-solving skills directly keep businesses running.

What You’ll Do

• Answer incoming calls, emails, and web inquiries from technicians, dealers, and customers
• Diagnose and resolve mechanical and electrical issues remotely
• Guide users through troubleshooting, programming, and calibration
• Identify and recommend correct replacement parts
• Document all service interactions in ERP (Great Plains preferred)
• Process returns and analyze failed components for root cause
• Collaborate on improving manuals, training materials, and product quality
• Help spot trends in field failures and contribute to continuous improvement
• Support training for internal teams and external partners

What You Bring

• Strong understanding of electrical circuits mechanical systems
• Ability to read schematics, diagrams, and spec sheets
• Experience troubleshooting commercial equipment (coffee/foodservice a big plus)
• Confident using tools like multimeters, thermometers, and amp meters
• Comfortable juggling multiple issues at once in a fast-paced environment
• Clear communicator—especially when explaining technical concepts to non-technical people
• Organized, analytical, and solution-driven mindset
• Team player who can also work independently

Qualifications

• 3 years in a technical support or service role
• Experience with commercial kitchen or beverage equipment (preferred)
• Familiarity with ERP systems (Great Plains is a bonus)
• Proficient in Microsoft Office (Excel, Word, Outlook, Access)
• Experience with multi-line phone systems
• Spanish bilingual skills are a plus

Labor Solutions is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.