Field Service Specialist

Duke Manufacturing is hiring for a Field Service Specialist to join our Field/Customer Care team!

Duke is a modern food service equipment manufacturer, family owned and operated for nearly 100 years with more than 700 employees worldwide! At Duke, our purpose is to Nourish Our World through integrated solutions that connect people, equipment, and technology to improve throughput, efficiency and quality.

Job Summary:

The Customer Care vision is to positively impact our customers experience with every interaction they have with Duke; before, during and after the sale. The Technical Support team has the responsibility for delivering first in performance of our customers' technical needs. This includes problem solving, field service support and customer service processes.

Job Responsibilities:

Responsibilities include but are not limited to the following:

• Field Issue Escalation
  • Collaborate with sales leadership, customers, and channel partners as the technical authority for assigned customers or supported products
  • Install and test products to make sure they work correctly
  • Develop installation and field fix plans
  • Act as an escalation point for Duke ASAs (Authorized Service Agent) or internal service technicians
  • Manage retrofit programs and high priority field fixes
  • Manages escalated and critical service requests
  • Explain to the customers how the products are designed and function
  • Writes service reports after every appointment

• Technical Expertise
  • Expert mechanical skills in solid surface, sheet metal, welding, and finishing
  • Working knowledge of electrical and plumbing theory
  • Uses diagnostic tools to determine repair plans
  • Know how to use the necessary tools and equipment
  • Mentor/Train new Hires for Technical service and Existing Techs.

• 50% travel - peak periods of >75%

Job Skills and Qualifications:

1. Education: Associates degree or equivalent
2. 5+ Years of experience in field service support
3. 5+ Years of experience in refrigeration
4. Bilingual: English/Spanish
5. Must be willing to travel (domestically) for extended periods of time and miles.
6. Customer service experience

See attached JD for more details.

Duke is an equal opportunity employer.

Current Openings for Field Service Specialist Jobs at Duke Manufacturing