Job Description

Our Company
Lancer Worldwide, a Hoshizaki Company, is an award-winning global leader in beverage dispensing. Through innovation and a commitment to dedication in action, we create products that benefit our customers worldwide, and give them a distinct advantage in the marketplace. We offer our teammates the opportunity to grow personally and professionally, to contribute to the success of a dynamic organization, and to serve others in a manner that exceeds their expectations. We welcome talented, passionate, and highly motivated individuals to join our team.

The Technical/Warranty Support-2 position provides comprehensive technical and warranty support to customers, service technicians, sales teams, and internal departments. This position is responsible for troubleshooting and resolving equipment issues through phone and field support, assisting with warranty claims and orders, researching technical information, and helping ensure equipment is returned to safe and proper operation.

This role will support both in-house and field technical needs and may require travel to support company and customer requests. The position will also provide technical training as needed, assist with internal onboarding activities, and support company tradeshows and events, including equipment preparation, staging, and crating.

Essential Functions

• Provide technical phone support and interact with customers and service technicians to troubleshoot and resolve equipment issues and repairs.
• Assist customers, sales personnel, and technicians with questions regarding parts, equipment, operation, and troubleshooting.
• Process warranty claims and warranty orders while coordinating with planners, engineers, logistics, and other internal teams.
• Research part numbers, equipment drawings, bills of materials (BOMs), and other technical information within company systems.
• Identify and report quality, production, and equipment issues to the appropriate internal teams.
• Perform testing and inspection of parts and equipment as needed.
• Provide technical training and instruction in the field and in-house as needed.
• Travel as required to support company, customer, and field service needs.
• Provide technical and internal support for employee onboarding activities when needed.
• Support Marketing and company tradeshows, including staging, crating, preparing, and transporting equipment as needed.
• Conduct and deliver technical presentations, training, and instruction to individuals at all levels of the organization, from service technicians to executive leadership.
• Work collaboratively with internal departments to support technical, warranty, customer, and operational needs.
• Perform other duties and special projects as assigned.

Education and Experience

• High school diploma or equivalent required; technical school or related technical education preferred.
• Minimum of 3 years of field technical experience; experience working within the beverage equipment industry preferred.
• Basic understanding of electrical systems.
• Basic understanding of HVAC systems.
• Basic understanding of plumbing systems.
• General computer knowledge and proficiency.
• Experience troubleshooting commercial equipment, beverage dispensing equipment, refrigeration, or related systems preferred.
• Experience providing technical training or field support preferred.

Key Performance Indicators

• Consistently follow established warranty procedures and processes
• Provide timely and effective technical phone and field support
• Successfully troubleshoot and resolve customer and technician equipment issues
• Maintain continuous in-house and field technical training
• Provide accurate and timely processing of warranty claims and orders
• Deliver effective technical training and instruction to employees, technicians, customers, and other stakeholders

Knowledge, Skills, and Abilities

• Strong mechanical and technical aptitude with the ability to troubleshoot and diagnose equipment issues.
• Knowledge and understanding of beverage dispensing systems, equipment, and troubleshooting concepts.
• Ability to troubleshoot both legacy and UI-based equipment and systems.
• Working knowledge of electrical and refrigeration systems and their operation.
• Basic understanding of HVAC and plumbing systems.
• Excellent verbal, written, and telephone communication skills.
• Strong customer service skills and the ability to effectively interact with customers and service agents, including those in high-stress or difficult situations.
• Ability to work effectively under pressure while maintaining professionalism and a solutions-oriented approach.
• Ability to work independently with minimal supervision and demonstrate strong initiative.
• Strong organizational skills and the ability to multitask and manage multiple projects while maintaining effectiveness and attention to detail.
• General computer proficiency, including Microsoft Excel, Word, Access, and other applicable business systems.
• Ability to interpret technical drawings, parts information, BOMs, and other equipment documentation.
• Ability to communicate technical information clearly and effectively to individuals with varying levels of technical knowledge.
• Ability to provide training and instruction to employees, technicians, customers, and leadership.

Work Environment

This position operates in a combination of professional office, manufacturing, and field environments. The role routinely involves the use of computers, telephones, and other standard office equipment. The employee may occasionally work in manufacturing and service environments and may be exposed to equipment and materials used for movement, packaging, testing, inspection, and preparation of parts or equipment.

Travel may be required to support customer requests, field technical needs, training, company activities, and tradeshows.

Physical Demands

While performing the duties of this position, the employee is regularly required to use a telephone, computer, and other office equipment and to communicate with customers, service technicians, employees, and other stakeholders.

The position may require working in high-stress situations and interacting with customers or service personnel regarding equipment issues and repairs.

The employee may occasionally be required to lift and/or move items weighing up to 50 pounds and may use manufacturing, testing, packaging, or other equipment as necessary to perform job duties.

“Lancer Worldwide is unable to sponsor applicants for employment-based visas for this position. All candidates must be legally authorized to work in the United States at the time of application and throughout employment, without the need for employer-sponsored visa status now or in the future.”

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Notice To Third Party Agencies

Please note that LANCER does not accept unsolicited resumes from recruiters or employment agencies. In the absence of a signed Recruitment Fee Agreement, LANCER will not consider or agree to payment of any referral compensation or recruiter fee. In the event a recruiter or agency submits a resume or candidate without a previously signed agreement, LANCER explicitly reserves the right to pursue and hire those candidate(s) without any financial obligation to the recruiter or agency. Any unsolicited resumes, including those submitted to hiring managers, are deemed to be the property of LANCER.

EEO Statement

Lancer provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Qualifications

TBD