About the

Role:

Job Summary We are seeking a knowledgeable and customer-focused Refrigeration Tech Support Phone Operator to be the primary point of contact for our field technicians and commercial clients. You will use your diagnostic skills and industry knowledge to resolve refrigeration issues over the phone, minimizing equipment downtime and ensuring operational continuity.

Key Responsibilities Remote Troubleshooting:

Diagnose mechanical, electrical, and control-system failures in commercial refrigeration units and display cases via phone or video chat.

Technical Guidance:

Guide field technicians and end-users through step-by-step repair procedures, parts replacement, and system calibrations.

Documentation:

Log all support calls, diagnostics, and outcomes accurately in the CRM/ticketing system.

Triage & Escalation:

Determine if the problem can be fixed remotely or if dispatching an emergency on-site technician is necessary.

Resource Sharing:

Provide information on submittals, wiring diagrams, capacity tables, and parts ordering.

Compliance:

Ensure all troubleshooting adheres to ⁠EPA and local environmental refrigerant-handling regulations .

Qualifications & Requirements Experience:

3+ years of hands-on experience in commercial or industrial refrigeration and HVAC service.

Certifications:

EPA 608 Universal Certification required. RETA certification or vocational/trade degrees are a plus.

Technical Knowledge:

Deep understanding of refrigeration principles, electrical schematics, and electronic controls.

Communication Skills:

Excellent phone etiquette and the ability to explain complex technical concepts to callers with varying levels of experience.

Computer Proficiency:

Familiarity with C ticketing platforms and Microsoft Office.

Problem-Solving:

Strong analytical skills with the ability to remain calm and focused in high-pressure or emergency situations. M - F 7:00 AM - 4:00 PM