Technical Service Representative

Job Description

Why Choose Us?

Taylor Company, an Equal Opportunity Employer, is a dynamic global organization with a rich history of pioneering innovation and operating at the leading edge of manufacturing commercial foodservice equipment. Founded in 1926 and headquartered in Rockton, Illinois, the organization operates through distributorships in 125+ countries world-wide, providing business solutions for major foodservice operations. Taylor Company is a division of Middleby Corporation.

Be a part of the team that is a leader in the food service industry. Free ice cream every day might be enticing but Taylor company is much more than ice cream! Taylor Company encourages employees to be the best they can be. Our business offers our employees the tools to learn and advance in their careers. With on site training and succession plans, Taylor sets up employees for success.

Competitive salary with bonus opportunity, plus full benefits package including medical, dental, and vision insurance; Short Term and Long Term Disability, tuition reimbursement, parental leave, 401k match, and other optional benefit coverages.

Position Overview

The Technical Service Representative provides technical phone support to Taylor distributors, customers, and internal colleagues for all Taylor equipment, including freezers, grills, and RAM systems. This role requires strong communication skills, mechanical aptitude, and the ability to troubleshoot electrical and refrigeration systems while delivering a high level of customer service.

Key Responsibilities

• Provide professional, accurate technical phone support for Taylor equipment, including troubleshooting and service guidance.
• Demonstrate proper phone etiquette with effective listening skills and clear verbal and written communication.
• Interpret service manuals, schematics, and wiring diagrams to diagnose electrical and refrigeration-related issues.
• Utilize basic knowledge of electronics, standard test instruments, and hand tools to support troubleshooting efforts.
• Identify recurring service issues, capture detailed information, and communicate findings internally to support root cause analysis and corrective actions.
• Work effectively with customers, distributors, and colleagues in challenging or high-pressure situations, using appropriate techniques
• Apply knowledge of commonly used concepts, practices, and procedures within the field service environment.
• Use Windows-based software applications and related computer systems to document and support service activities.
• Participate in limited travel, including ride-alongs, to gain field experience and support service initiatives as needed.
• Perform other duties as assigned.

Requirements

Qualifications

Mechanical aptitude with the ability to troubleshoot electrical and refrigeration systems.

Basic working knowledge of electronics and standard diagnostic tools.

Strong interpersonal and communication skills, both verbal and written.

Ability to manage conflict professionally and maintain a customer-focused approach.

Familiarity with field service operations and service support processes.

Preferred experience or technical expertise in the operational and functional aspects of Taylor or foodservice equipment.