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Date Posted: 7/18/16

Customer Service/Tech Support Manager

If your ideal opportunity is to combine your technical skills with your customer service savvy, we  would like to speak with you!   AmeriKooler, one of the world’s foremost manufacturers of commercial refrigeration equipment, is seeking a Customer Service/Tech Support manager to join our team.  

Why join AmeriKooler?

With ambitious growth plans for the next 5 years, we are a forward thinking group with the goal of being awarded a Best Place to Work.  Our culture is best described as a let’s make it happen company while focusing on our customer and results.   Our President is a firm believer in promoting from within so your career path could include growing into other roles in the company.  We like to laugh and have fun.  Our core values define who we are and who we hire: dedicated & accountable, curious, team player, resourceful and energizing.  We are “taking cool further”.   All we are missing is you!

About the position:

 As our customer’s single point of contact after customer acceptance, this key role is responsible for providing proactive ongoing coordination, issue resolution, escalation and overall installation and/or post-installation project and business support with new refrigeration equipment such as walk-in coolers and freezers.  You will also be responsible for selling and coordinating shipping of spare parts and/or accessories and assisting customers with warranty claims and service calls as well as facilitating problem resolution and coordination of the day to day problems and issues.  You will be working closely with our customers, field service technicians, installers, and 3rd party contractors to ensure AmeriKooler is providing the best in-class customer service experience.

Snapshot of key accountabilities:

  • Design and implement a robust customer service support process aimed at meeting or exceeding customer expectations
  • Drive and deliver key team metrics, knowledge based content reference manuals, best practices and methodologies to deliver unsurpassed service and support
  • Drive sales of parts and accessories
  • Review service invoices for approval and process warranty claims with regard to replacements, damages, missing parts, warranties and extensions
  • Visit job sites and check installation and refrigeration issues
  • Gather and provide actionable feedback and coaching for the customer service team

Traits required for success:

Our ideal candidate is a highly detailed professional with strong follow up skills.  Motivated by a strong sense of duty and responsibility, you thrive on completing your work completely, accurately and efficiently in accordance with the company’s high standards.  You are able to work at a consistent and steady pace with a sense of urgency.  Careful, conservative in approach, you prefer to go by the book without taking risk.  You connect with people quickly in an outgoing and friendly manner while using your persuasive communication skills and ability to train, teach and motivate others to get the job done.

Skills/Experience/Knowledge required:

  • 5+ years of customer service experience, with at least 2 years focused on refrigeration/HVAC service and installation
  • Proven ability to work individually and collaboratively to solve client issues in a timely manner
  • Associates or Bachelors degree in Engineering, Business or related field preferred
  • EPA and/or HVAC certifications of value
  • Proficient in MS Office
  • Bilingual is a huge plus

Send Resume to BETTY@hrmattersfl.com

BETTY ROFFWARG

AmeriKooler's

575 E. 10th Avenue, Hialeah, FL 33010

 

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