Technical Service Specialist II

*Company Overview*Candidates should take the time to read all the elements of this job advert carefully Please make your application promptly.Since 1972, Structural Concepts has set the standard for the most innovative, turnkey refrigerated and heated food display solutions in the market by building merchandisers with the shortest industry lead times that last longer, save energy, and minimize operating costs, making it easier to better display and sell more fresh food today - and tomorrow. Now part of the Hoshizaki Alliance, Structural Concepts strives to always deliver fresh value to our employees through innovative performance pay systems, consistent feedback and career development, and a commitment to provide jobs to the Muskegon area for the next 50 years.*Summary*We are seeking an experienced Technical Service Specialist to join our team in Norton Shores, MI. This role will serve customers with a compelling technical support experience by fielding incoming customer calls and emails, answering questions and providing guidance relative to equipment operation, warranty, and replacement parts.*Responsibilities:** Maintain case log in EPICOR to ensure complete documentation of the issue and solution.* Provide email and telephone technical support, troubleshooting, and installation guidance to customers, dealers, and authorized service agents.* Diagnose field problems to determine root causes and ensure equipment functions as designed.* Communicate updates to customers on service and warranty issue(s).* Assign warranty calls to external and internal service providers to ensure equipment is fixed in a timely manner.* Determine replacement part needs and provide pricing and shipping information.* Escalate technical issues to other Engineering team members as needed.* Provide on-call, after-hours telephone support, on rotation with other team members.* Perform other duties as necessary in support of business objectives.* _This job description provides guidance and is not intended to limit the thinking and creativity of the person in this role._*Qualifications:** Experience: 4+ years of technical service experience in a manufacturing company, or 4+ years of field service experience with commercial HVACR equipment.* High School diploma and 2 years of technical training.* 2+ years experience with HVACR systems and/or commercial equipment.* Excellent phone and email communicator.* Able to troubleshoot equipment problems over the phone with field technicians, engineers, customers, and sales reps.* Skilled managing time and schedules.* Knowledge of MS desktop and ERP applications.Join our innovative team at Structural Concepts Corp. xijylhu where your expertise will help shape the future of food display solutions"”apply now to be part of our journey toward excellence!'Job Type: Full-timePay: $26.00 - $35.00 per hourExpected hours: 40 - 50 per weekBenefits:* 401(k)* 401(k) matching* Dental insurance* Employee assistance program* Flexible spending account* Health insurance* Health savings account* Life insurance* Paid time off* Referral program* Tuition reimbursement* Vision insuranceWork Location: In person

Created: 2025-12-02