Tech Service Specialist V (50949) at Welbilt in Fort Wayne, Indiana

Technical Service Specialist

We are Lincoln! We design, manufacture, and supply high-performance conveyor ovens for high-volume operations in the global commercial foodservice market. We empower you to grow with us. We recognize you and reward you. We won together as one team. The Technical Service Specialist provides advanced technical support for customers, service technicians, sales teams, and service partners. This role is responsible for troubleshooting and resolving equipment service issues, supporting field operations, and ensuring high levels of customer satisfaction. This position works closely with Technical Service leadership, Engineering, Sales, and third-party partners to diagnose issues, provide solutions, and continuously improve service delivery and equipment performance. Reporting directly to the Manager, Technical Service, this position is based in Fort Wayne, IN.

This position is open to candidates who are authorized to work and reside in the following states: Alabama, Arkansas, Arizona, Colorado, Connecticut, Delaware, Florida, Georgia, Hawaii, Idaho, Illinois, Indiana, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Montana, Nebraska, Nevada, New Hampshire, New Jersey, New Mexico, New York, North Carolina, North Dakota, Ohio, Oklahoma, Oregon, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Utah, Vermont, Washington, West Virginia, Wisconsin or Wyoming. Due to payroll, tax, and employment law requirements, applicants must be located in one of these states at time of hire.

Key Responsibilities

Technical Support & Field Service

• Provide technical assistance via phone, email, and occasional onsite support to service technicians, agencies, sales, and customers.
• Troubleshoot, diagnose, and resolve equipment service and repair issues.
• Support installation, maintenance, and repair of Lincoln product lines.
• Interpret wiring diagrams, schematics, and technical drawings.
• Customer & Escalation Management
• Resolve escalated service issues, including those from national and chain accounts.
• Ensure timely and effective resolution of customer concerns.
• Support issue ownership through resolution, coordinating with internal and external partners.

Collaboration & Continuous Improvement

• Work cross-functionally with Technical Service leadership, Engineering, Sales, and Customer Service teams.
• Provide feedback on product performance and field serviceability.
• Support ongoing improvements to service processes and tools.

Training & Knowledge Development

• Continuously expand knowledge of product lines, service tools, and troubleshooting practices.
• Support use of training materials and technical documentation to enhance service effectiveness.

On-Call & Service Support

• Participate in on-call rotation for after-hours, weekends, and holiday support.

Qualifications Education & Experience

• High school diploma or equivalent required; technical training preferred
• 5-10 years of relevant technical service or field experience
• Hands-on experience in equipment repair and maintenance required

Skills & Competencies

• Strong troubleshooting and problem-solving skills
• Ability to read and interpret wiring diagrams, schematics, and blueprints
• Proficiency in Microsoft Office (Word, Excel, Outlook)
• Effective verbal and written communication skills
• Mechanical and electrical aptitude
• Strong decision-making and time management skills
• CFESA certification or equivalent experience preferred

Working Conditions & Physical Requirements

• Primarily office-based with extensive phone and computer use
• Participation in on-call rotation, including evenings, weekends, and holidays
• Occasional travel (approximately 10%)
• Frequent sitting, typing, and screen use
• Ability to communicate effectively in a fast-paced environment

Our Benefits: We believe that our people are one of our most valuable assets. That's why we provide our employees with a competitive benefits package that helps protect their health, income, and lifestyle. Some offerings are dependent upon the role, work schedule, or location, and can include the following:

• Competitive wage
• Healthcare (medical, dental, vision)
• 401(k) savings plan
• Wellness Program
• Supplemental Health Plans
• Employee Assistance Program
• Training and Development
• Tuition Assistance
• Holiday Pay opportunities
• Employee discounts
• Paid Time Off (PTO)
• On-the-job training and skills development
• Basic Life Insurance
• Leave Program
• Employee Events and more...