Process Cooling Technical Support Specialist

- Act as the primary technical contact for customers seeking support via phone, email, or web channels. - Quickly respond to incoming inquiries, exhibiting professionalism, urgency, and accountability. - Accurately collect and document system details, symptoms, and operating conditions to facilitate effective troubleshooting. - Clearly communicate with customers about subsequent steps, expectations, and resolution status. - Identify and resolve standard technical issues related to Frigel process systems, covering basic refrigeration, mechanical, electrical, and control concerns. - Use troubleshooting manuals, procedures, and knowledge resources to restore system functionality. - Conduct basic remote diagnostics. - Determine when issues necessitate escalation, providing comprehensive case documentation for Level 2. - Create and maintain detailed service records in internal support systems. - Record troubleshooting actions, findings, and resolutions with clarity and precision. - Monitor open cases and ensure timely follow-up to promote progress and closure. - Assist with the smooth transition to Field Service, Engineering, or Level 2 as needed. - Collaborate closely with Level 2 Technical Support Specialists to enhance technical skills and troubleshooting capabilities. - Engage in continuous technical training and product knowledge enhancement. - Offer insights on recurring issues, documentation gaps, or areas of customer frustration.