Since 1948 Follett Products, LLC has led the industry in designing and manufacturing high quality, innovative ice storage bins, ice storage and transport systems, ice machines, ice and water dispensers, ice and beverage dispensers, and medical-grade refrigerators and freezers for the foodservice and healthcare industries.

Follett offers many interesting career opportunities, all of which encourage growth and development and contribute to the success of the company. The development and promotion of talent is a high priority at Follett.

Follett has a great opportunity for a Technical Service Representative to join our Team!

The Technical Service Representative will resolve technical product performance issues by diagnosing source of difficulties and troubleshooting problems. Assists in maintaining professional and satisfied relationships with service agents, end users, customers, Sales and internal staff, and others by providing technical assistance and information. Maintains Service Management System records. Ensures that customer warranty claims are analyzed; collects root cause data and corrective actions feedback to support warranty reduction efforts.

Responsibilities:

• Resolves product performance problems by verifying information, clarifying the issue, diagnosing the problem, instructing callers on steps to resolve; coordinates field service with authorized service agents; processes replacement parts orders; follows up as appropriate.
• Assists in maintaining satisfied relationships by providing product information, answering moderately complex technical questions; conducting routine follow up with customers or callers to verify satisfaction with information, service, and/or product performance.
• Maintains Service Management System records by entering warranty claim information, caller details, resolution, and other relevant information.
• Processes returned products by evaluating condition, determining credit amount, completing documentation, and determining equipment disposition.
• Ensures warranty claims are analyzed, approved, and processed by collecting, summarizing and reporting data including root cause analysis, trends, effective corrective actions, and other relevant data.
• Ensures product installation meets specifications by reviewing drawings and plans and making recommendations; conferring with sales, consultants, dealers, designers, fabricators, installation companies and service agencies to assure proper equipment installation.

Requirements:

• Associate degree in mechanical/electrical equipment technology preferred or equivalent experience.
• Experience in a customer-facing technical role preferably foodservice appliances, HVAC, or refrigeration equipment.
• Familiarity with electro-mechanical appliances and basic refrigeration knowledge.
• Knowledge of basic test instruments to include multi-meters and refrigeration gauges with a basic understanding of refrigeration, electrical and plumbing concepts and design.
• Ability to read schematics and blueprints, basic CAD or mechanical drafting skills helpful.
• Ability to diagnosis and troubleshoot equipment, performance, and service issues through questioning and proactive problem-solving.
• Proficiency using Microsoft Office; experience with service management or customer management applications, a plus.
• Ability to work in a highly motivated fast paced team environment in a manufacturing environment.

If this excites you, then Follett is where you’ll want to continue your career. Submit your most recent resume.

Follett Products, LLC is an Equal Employment Opportunity (EOE/M/F/Vets/Disabled) employer and welcomes all qualified applicants.

Job Type: Full-time

Benefits:

• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• On-the-job training
• Paid time off
• Parental leave
• Referral program
• Vision insurance

Weekly day range:

• Monday to Friday

Work setting:

• In-person

Application Question(s):

• Will you require visa sponsorship now or in the future?

Work Location: In person