Technical Customer Service Representative

Job Description

Job Description

Glastender is seeking a Technical Service Representative II to provide outstanding customer support by troubleshooting equipment issues, guiding installation and repair inquiries, and assisting with warranty and parts needs. This role is an excellent opportunity for a seasoned HVACR service professional who wants to advance their career by leveraging technical expertise and customer service skills-without the physical demands of field labor. If you enjoy solving problems, helping people, and using your technical background to create exceptional customer experiences, this role offers a rewarding next step in your HVACR career.

What You'll Do

As a Technical Service Representative II, you'll be the go-to resource for customers with questions about installation, service, repair parts, warranty, and troubleshooting. You'll:

• Respond to calls, emails, and chats with professionalism, empathy, and efficiency.
• Diagnose mechanical and electrical issues, processing warranty claims and parts orders collaborating across departments.
• Serve as a professional brand ambassador.
• Diagnose mechanical and electrical issues and guide customers through solution steps.
• Process warranty requests and replacement part orders with accuracy and timeliness.
• Identify trends and contribute to improvements in product quality, service processes, and resources for customers.

This position requires balancing technical knowledge with a strong customer-first mindset. We don't just want someone who can fix the problem-we want someone who makes customers feel valued, heard, and confident in choosing Glastender.

What We're Looking For: Ideal candidates will have 3–7 years of technical service experience, strong knowledge of commercial or residential refrigeration, excellent communication abilities, and a customer‑first mindset.

• Education : High school diploma or equivalent (required). College degree or technical certification (preferred).
• Experience : 3–7 years in technical customer service, ideally with installation, service and operation of commercial food equipment, including refrigeration. Customer-facing service experience strongly preferred.
• Skills & Abilities :
  • Proven ability to deliver exceptional customer service.
  • Strong communication skills across phone, email, text, and chat.
  • Active listening and problem-solving skills with a customer-centered approach.
  • Ability to read technical documents and diagnose mechanical/electrical issues.
  • Proficiency with standard office software.
  • Independent, organized, and accountable in managing tasks.

Why Join Glastender?

• Be part of a family-owned company with a long-standing reputation for excellence.
• Work in a collaborative environment where customer relationships come first.
• Enjoy competitive pay and benefits.

Ready to help us exceed expectations? Apply today and become part of a team that delivers more than service-we deliver memorable customer experiences.

For more information about our company, visit

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