Our client DRY AGER USA is seeking an experienced Refrigeration Service & Technical Support Specialist to manage all incoming service inquiries for our dry-aging refrigeration systems. This role is primarily phone- and remote-support based, serving as the central technical resource for customers and field technicians across the U.S.
The position offers the option to work remotely, with occasional local field service support when service calls occur within the candidate’s geographic area. The ideal candidate is highly organized, patient, customer-focused, and confident providing clear technical guidance over the phone.
Key Responsibilities
1. Phone & Remote Technical Support
- Serve as the primary point of contact for all incoming service calls, emails, and technical inquiries
- Provide phone-based and remote troubleshooting for residential and professional customers
- Guide customers and on-site technicians through diagnostics and repairs
- Support system reprogramming, including:
- Adjusting defrost parameters
- Resetting UVC light bulb timers
- Assisting with control panel and system settings
2. Service Case Management
- Manage and track all service cases from intake through resolution
- Coordinate parts identification, ordering, and delivery in collaboration with headquarters
- Communicate repair instructions and technical guidance provided by DRYAGER headquarters
- Ensure timely follow-up and clear resolution for all service inquiries
3. Limited Local Field Support
- Perform occasional on-site service support when service calls are within the candidate’s local area
- Provide hands-on assistance as needed to support system diagnostics or repairs
- This role is not primarily a field technician position, but local support is a valued capability
4. Customer Service & Communication
- Deliver professional, patient, and solutions-oriented support over the phone
- Clearly explain technical issues and corrective steps to non-technical customers
- Maintain a high level of customer satisfaction and represent the DRYAGER brand
5. Documentation & Organization
- Maintain accurate service records, notes, and follow-up actions
- Identify recurring issues and communicate insights to headquarters
- Support improvements to service processes and documentation
Qualifications & Experience Required
- Proven experience as a refrigeration technician or technical service support specialist
- Strong understanding of reach-in refrigeration systems
- Experience troubleshooting electronic controls, sensors, and system parameters
- Confident providing technical support primarily by phone and remote communication
- Excellent verbal and written communication skills
- Strong organizational skills and ability to manage multiple service cases
Preferred
- Experience supporting field technicians remotely
- Familiarity with programmable control systems (specifically Dixell)
- Experience coordinating parts and service logistics
- Interest in dry aging as a technique and specialty refrigeration equipment
Work Environment
- Primarily phone-based and remote role
- Remote work option available
- Occasional local field service work if calls occur nearby
Personal Attributes
- Patient, calm, and customer-service oriented
- Highly organized and detail-focused - follow-up is key to success in this position
- Comfortable serving as the main service contact
- Proactive problem-solver with strong follow-through
Why Join DRYAGER USA?
- Work with a premium specialty refrigeration brand - the leader in its class
- Combine technical expertise with customer-focused problem solving
- Flexible work structure with remote options (sales team is located in California)
- Key role in ensuring exceptional service and support
Job Type: Full-time
Pay: From $60,000.00 per year
Benefits:
- Health insurance
- Paid time off
Work Location: Remote
