Job Description

Wood Stone fosters a great team environment that values hard work, professionalism, and fun. We encourage individuals who value using their mental and emotional intelligence in their work to contribute to our work culture and those who share our values, to deliver exceptional foodservice equipment and customer support to exciting and emerging brands.

SUMMARY

The Technical Service Representative primarily provides technical phone support for products manufactured by Wood Stone, with information and service that is timely, and relevant to our customer's needs. They will address customer issues and ensure effective and long-term problem resolution for any equipment or site challenges in a friendly and professional manner.

Position Responsibilities:

Troubleshoot gas, electric, mechanical equipment with customers and/or Service Agency technicians via the phone and/or email.

Determine if and what parts are needed to repair and/or equipment. Identify if the equipment is under warranty. Assist customer and/or Service Agency how quickly parts are needed to support their business operation.

Understand all Wood Stone equipment, new and old, and their maintenance needs.

Accurate and timely entry of orders into the ERP system for shipment and billing of warranty and non-warranty parts.

Accurate and timely entry of notes into the CRM system regarding customer's incidents and issues discussed, plans and actions taken.

Regularly scheduled on-call duties (rotating responsibility within the department) on evenings, weekends, and holidays. Occasional non-scheduled on-call duties. Flexible starting hours on rare occasions. Standard business hours start at 8:00 am with a 15-minute break followed by 30-minute lunch break. Additional 15-minute break and ending the day at 4:30pm.

Act as a liaison for internal and external communications directly with departments as needed.

Provide timely feedback to Team Wood Stone regarding service failures or customer concerns. Report service trends and work with Service Manager/QA/Engineering for product improvement.

Help everyone with a positive attitude and be willing to be helped with gratitude.

Position may require travel for Wood Stone Corporation for repairs on equipment.

Travel not to exceed 1 week per month per calendar year.
Possess current valid driver's license and provide Wood Stone Corporation with current DMV report.

Essential Skills and Experience:

Knowledge/experience pertaining to moderately complex mechanical/electrical systems.

Knowledge/experience with gas-fired appliances/equipment.

Competent with problem-solving, troubleshooting, analysis, and time management.

Ability to communicate effectively, verbal, and written English. Excellent listening skills required.

Ability to be patient and remain calm during customer challenges.

Ability to read and comprehend wiring diagrams.

Proficient in the use of voltage meters, Gas manometers and temperature calibration.

Knowledge with various voltage, Amperage, Capacitance, and frequency measurements

Proficient in the use of power and hand tools and jigs (shop skills).

Experience and proficiency in the use of computers and applicable Microsoft office programs

Self-starter, ability to work with minimal supervision.

Commitment to company values. Ability to work in a team-oriented environment.

Strong customer orientation, both internal and external.

Ability to work effectively in a team environment to monitor, log, and resolve issues.

Requires a high school diploma or its equivalent.

Preference for bilingual English Spanish.

Technical Training on all Wood Stone equipment will be provided to properly understand all the inner workings from mechanical to electronical to be successful in the position in the technical service department. Training will be provided to be proficient with our current computer software and its applications.*

Wood Stone provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Job Type: Full-time

Pay: $20.00 - $24.00 per hour

Expected hours: 40 per week

Benefits:

401(k) 401(k) matching Dental insurance Employee assistance program Flexible spending account Health insurance Life insurance Paid time off Vision insurance
Work Location: In person