Equipment Support Advisor

Technical Support Advisor

Reports to: Category Director, Equipment Sales

Location: On-site, Lodi, New Jersey

About the Role: The Technical Support Advisor provides technical support for warranty claims, product returns, and performance issues. This role is responsible for evaluating and processing warranty parts in a timely, accurate manner while communicating technical concepts to non-technical customers.

Key Responsibilities:

• Assess, evaluate, and process returned warranty parts related to claims, ensuring all submissions are handled promptly to meet deadlines.
• Effectively explain technical concepts to non-technical users, especially in stressful situations, with clarity, empathy, and reassurance.
• Listen carefully to the customer's issue to gather detailed information and provide the most accurate support.
• Think critically and creatively to proactively find the best solution for the customer's issue.
• Ensure the problem is fully resolved and, when needed, follow up with the customer to confirm satisfaction.
• Remain flexible and prepared to address a diverse range of customer requests and complaints, including those that fall outside your usual responsibilities.
• Effectively manage your time to handle multiple customer inquiries, ensuring that each receives attention without oversight or neglect.
• Prioritize tasks based on urgency and importance to meet customers' needs in a timely manner.
• Improve processes and documentation

Education and Experience:

• Completion of trade school or factory training certification in Refrigeration, Electrical, Gas, Mechanical Commercial Equipment or equipment related experience.
• Basic computer experience in Microsoft Office Programs, that includes spreadsheet and word processing.
• Good electrical and mechanical aptitude with a history of troubleshooting service solutions for electrical and mechanical devices
• Excellent verbal and written communication skills.
• Strong phone skills for prompt, courteous, and efficient call handling.
• Ability to work effectively within a team and collaborate with other departments as needed.
• Familiarity with foodservice or consumer equipment and related experience a plus.

About CFS Brands:

Headquarters located in Oklahoma City, Oklahoma, CFS BRANDS is a market-leading designer, manufacturer and distributor of commercial foodservice, healthcare, and industrial hygiene products.

CFS BRANDS has maintained its industry-leading position and consistent growth with a strong focus on customer support and satisfaction, product variety and availability, and a unique ability to be a "one-stop shop" solution for a wide range of organizations. CFS BRANDS enjoys this competitive market advantage through its extensive network of brands and global manufacturing and distribution facilities.

CFS BRANDS's core products include dinnerware, drinkware, professional cookware, industrial hygiene products brushes and cleaning tools, dispensing systems, and healthcare meal service equipment. These products are provided through major distributors customers across the country.

CFS Brands is committed to creating an inclusive work environment with a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age or veteran status. This employer participates in E-Verify. The employer will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee's I-9 to confirm work authorization.