Lead Technical Diagnostic Support Representative

• Competitive Pay ($30-$44hr.)

• Up to 3 weeks paid time off

• Full benefits: Medical, Dental, Vision, 401(k) with company match

The Diagnostic Support Representative provides over-the-phone technical guidance and troubleshooting support to Smart Care technicians servicing commercial foodservice equipment at customer job sites. This role serves as a critical resource to ensure timely resolution of service issues by facilitating access to technical documents, wiring diagrams, parts manuals, and operational support via communication tools such as Teams and email.
This position also interfaces with equipment manufacturers and internal departments to locate, obtain, and organize technical information that is essential to field service operations. The representative is expected to document interactions, assist with complex service challenges, support parts and tool sourcing as needed.

• Provide real-time technical support to field technicians by interpreting wiring diagrams, explaining sequence of operations, and guiding technical troubleshooting over the phone.
• Send technical resources such as service manuals, diagrams, photos, and support documents to technicians using Microsoft Teams and email.
• When necessary, conduct three-way calls with equipment manufacturers to obtain missing service information or technical assistance.
• Upload newly acquired documents and manuals to the Smart Care SharePoint repository.
• Document all technician interactions by completing concise summaries in the diagnostic call log.
• Assist managers in identifying solutions to unresolved service issues involving repeated trips or multiple technicians.
• Coordinate replacement and specialty tool orders, including sourcing same-day tools locally and issuing purchase orders.
• Track tool orders and loaned equipment on the company tool spreadsheet.
• Collaborate with the parts department to locate hard-to-find or obsolete parts for commercial kitchen equipment.
• Help technicians obtain specifications for quoting replacement equipment when original data plates or manufacturer information are missing.
• Stay informed about newly released commercial kitchen equipment and become proficient in their maintenance and repair procedures.

• Provide parts ordering assistance to field technicians.
• Communicate effectively with various stakeholders including technicians, managers, and equipment manufacturers.
• Process technical issues submitted via phone, email, or other digital methods.
• Meet established performance metrics and maintain equipment technical proficiency.
• Work a standard shift with potential flexibility for alternate shifts, weekends, or on-call support as needed.

• High school diploma or GED
• At least 1 year of experience in parts sales/support, customer service, or inventory control
• Basic proficiency in Windows-based systems and Microsoft Office
• Minimum of 5 years of experience as a commercial kitchen equipment, HVAC, or refrigeration technician (or comparable mechanical repair industry experience)
• Ability to lift up to 25 pounds
• Comfortable working in a fast-paced, remote environment with high attention to detail

• Exceptional customer service and communication skills
• Working knowledge of CRM systems (preferred but not required)
• Strong organizational skills and ability to manage multiple tasks
• Adaptability to changing technical environments and business needs

• Remote work environment with occasional requirements for flexible scheduling
• Standard business hours with possible evening, weekend, or on-call duty
• Occasional lifting or handling of equipment/tools weighing up to 25 pounds
• Travel with technicians for ride along visits
• Travel to other locates for ongoing training opportunities

About Smart Care

Smart Care is a national repair and service provider for commercial foodservice, refrigeration, and cold storage equipment. Our offering of comprehensive mechanical services includes hot side cooking equipment, stand-alone refrigeration, specialty coffee and beverage, complex rack refrigeration and HVAC.

Smart Care is an Equal Employment Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other protected class status.  All qualified individuals are encouraged to apply. If you need a reasonable accommodation with respect to Smart Care’s application or hiring process due to a disability, please contact the Human Resources department at [email protected].