Service Tech Assistant

Position Title: Customer Service & Equipment Support Specialist

Position Purpose:
Serves as a liaison between customers and OLM Food Solutions, providing support on customer maintenance calls, equipment service, follow-up, billing, and technical troubleshooting. Responsible for ensuring timely and accurate handling of service requests, invoicing, and parts/equipment coordination.

Major Functional Responsibilities

• Respond to all customer maintenance/service calls, documenting issues and notifying appropriate personnel for follow-up.

• Perform equipment repairs, maintain tools/parts inventory, and troubleshoot customer questions (including after-hours support).

• Follow up with customers to confirm resolution and proper equipment operation.

• Determine charges for service requests, collect deposits, and update customer/store records.

• Maintain accurate records of completed and pending service calls.

• Verify service department work orders and submit invoices to stores.

• Research and identify cost-effective shipping methods for parts/equipment.

• Manage customer complaints and escalate issues when necessary.

• Approve invoices for payment within the invoicing system.

• Locate, print, and distribute operations/parts manuals upon request.

• Process sales orders for incoming parts, prepare packages for shipment, and handle service invoicing.

• Support international/military orders, special events, and special equipment requests.

• Train Field Business Consultants (FBCs) and Division Business Directors (DBDs) on service procedures and asset identification.

• Assist with tradeshows: create fact sheets, manage exhibitor requests, coordinate booth needs, and support setup/teardown.

• Create/receive purchase orders for stock and special-order service department needs.

• Coordinate iGNG loaner equipment shipments and warranty returns.

• Maintain service parts inventory, perform cycle counts, and support year-end reconciliations.

• Provide on-call coverage every other week and act as backup during manager absence.

• Assist with special events and additional duties as assigned.

• Ensure compliance with company policies and standards.

Required Education

• High School Diploma/GED required.

• Coursework in Accounting or equivalent from a two-year college/technical school preferred.

Work Experience

• 6 months – 1 year related experience and/or training, or an equivalent combination of education and experience.

• Proficiency with Microsoft Office Suite required; SAP experience preferred.

Required Qualifications

• Communication Skills: Excellent written and verbal communication; ability to interpret instructions, documentation, and product labels.

• Technical Competencies: MS Office proficiency; SAP knowledge preferred.

• Certifications: Forklift and pallet jack certification preferred. Valid driver's license required to operate yard truck.

• Mathematical Skills: Strong analytical ability; capable of performing calculations and basic math functions.

• Reasoning Abilities: Ability to interpret complex technical instructions, adapt to multiple variables, and identify process improvements.