Technical Solutions Specialist

The Technical Solutions Specialist is a high-impact role requiring exceptional professionalism, diagnostic skill, and communication. This position serves as a primary technical authority on installation, refrigeration, plumbing, electrical, and mechanical systems for commercial ice machines. The specialist provides counsel, field diagnostics, and hands-on support to internal teams and third-party partners. Responsibilities include asset placement guidance, installation validation, preventive maintenance planning, and complex troubleshooting. The role authors clear, actionable service bulletins to address emerging issues. It also maintains and updates SOP documentation for standardization and safety. The specialist develops and delivers training across virtual, classroom, and ride-along formats. Training materials, certification checklists, and knowledge assessments are created and maintained. Light supervisory duties include daily direction and coaching for technicians and vendors. The role reviews work quality and provides performance feedback. It assists with scheduling and resource allocation during escalations. Routine travel to branches, customer sites, and vendor locations is required. Travel supports training, diagnostics, and installation audits. Success is measured by increased equipment life, fewer service calls, reduced emergency ice purchases, lower cost to serve, and higher customer retention. The ideal candidate is energetic, detail-driven, and a confident leader in technical knowledge and documentation., * Lead and resolve technical service escalations from the Service Delivery team, ensuring timely, customer-focused outcomes.

• Research and provide authoritative answers to complex, technically based questions across refrigeration, electrical, plumbing, and mechanical domains.
• Monitor and incorporate manufacturer updates, service advisories, and bulletins into Easy Ice standards and training.
• Create and publish clear, actionable service bulletins; maintain and update SOP documentation to standardize safe, efficient work.
• Provide technical triage and advanced diagnostics to in-house and third-party technicians via phone, video, and onsite support.
• Document triage findings, root cause analyses, and corrective actions; deliver concise reports to the Manager of Technical Services.
• Evaluate proposed installation locations using photos, site surveys, and Q&A to ensure compliance with code, ventilation, drainage, and power requirements.
• Diagnose issues down to the component level and define repair plans; verify resolution and prevent recurrence.
• Perform or supervise complex refrigeration repairs (e.g., compressors, expansion valves, control boards) while enforcing safety and quality standards.
• Train, mentor, and certify junior installers and technicians; deliver virtual, classroom, and ride-along training sessions.
• Provide day-to-day direction and quality reviews for technicians and vendor partners; contribute to scheduling and performance feedback.
• Partner with Parts/Procurement to identify, source, and verify correct part numbers, supplies, and materials needed in the field.
• Advance Easy Ice’s technical knowledge base by authoring and curating technical content, SOPs, checklists, and troubleshooting guides.
• Collaborate with the Content Marketing Specialist and/or Technical Writer to ensure technical accuracy and clarity of external-facing content.
• Provide routine travel support to branches, customer sites, and vendor locations for diagnostics, training, installation audits, and escalations.
• Participate in weekend and after-hours phone escalation coverage on a rotating basis.
• Perform other duties as assigned by the supervisor to support operational excellence.

Do you have a valid EPA Universal Certification license?, Do you have experience in Training material drafting?, Do you have a High school diploma or GED?, Education: High school diploma or general education degree (GED)

Vocational/Technical Training/Degree required

Experience:

• 3-5 years of hands-on technical training in field locations
• 3-5 years of management experience
• 2+ years experience in creating and developing training content
• 15+ years proven field service experience
• Demonstrated track record of delivering highest level of customer satisfaction
• Deep understanding the installation and use of componentry
• Working knowledge of mobile tools and applications
• Advanced Factory Training in Manitowoc and Hoshizaki

Certifications: Refrigeration/EPA Universal License required

Other Desired Skills:

• This position requires strong phone skills and a consistent ability to project a pleasant tone
• Ability to work flexible shifts and adapt to changing work schedules
• Prioritizing
• Proactive and Reactive management
• Curious - a Lifetime Learner
• Problem solving
• Ability to work and thrive in a fast-paced and multitasking environment
• Must be disciplined, self-motivated, and able to meet team goals
• Able to work as a team member as well as independently
• Basic computer skills (MS Word, Excel, Outlook)

3.63.6 out of 5 stars United States $100,000 - $110,000 a year - Full-time

We’re a growing company that provides an all-inclusive commercial ice machine subscription to business owners nationwide. We’ve been changing our industry for the better since we started in 2009, and we’re not slowing down anytime soon. As a member of our team, you’ll be helping restaurants, bars, hospitals, hotels, and other businesses get the ice they need without spending a fortune or stressing out. We’ll invest in your professional development and overall quality of life because we know employee satisfaction is key to our success. Easy Ice doesn’t just want to be the #1 commercial ice machine solution in America-we also want to be one of the best places to work.

Join a winning team that enables you to build your best future! Our teams are uniquely positioned to support a multitude of industries across the globe. You will have the opportunity to develop yourself through meaningful work projects and learning opportunities. We strive to provide our employees with an experience, focused on supporting their physical, financial, and emotional wellbeing. Become a member of the Easy Ice team and thrive in an empowering company culture where your voice and ideas will be heard - your next great opportunity is just a few clicks away!