Process Cooling Technical Support Specialist

Location: Dundee

* Job Title:

Technical Support Specialist – Process Cooling Systems
* If your skills, experience, and qualifications match those in this job overview, do not delay your application.

* Location:

* Frigel North America

* Department:
* Customer Support / Service

* Reports To:

* Technical Support Manager

* Job Type:
* Full-Time

* Job Summary:

* The Technical Support Specialist – Level 1 serves as the first point of contact for customers seeking technical assistance for Frigel North America’s industrial process cooling systems. This role focuses on rapid response, accurate triage, and effective resolution of routine technical issues, while ensuring a high-quality customer experience.

Level 1 Specialists are responsible for answering calls, managing incoming support requests, and resolving standard issues efficiently via phone, email, and remote systems. When issues exceed resolvable thresholds, the Level 1 Specialist escalates cases to Level 2 with complete documentation, ensuring a smooth and professional handoff.

* Key Responsibilities:

* * Customer Support & Responsiveness
* * Serve as the initial technical contact for customers requesting support via phone, email, or web-based systems.

* Respond to incoming requests promptly, demonstrating professionalism, urgency, and ownership.

* Gather and document accurate system information, symptoms, and operating conditions to enable efficient troubleshooting.

* Communicate clearly with customers regarding next steps, expectations, and resolution progress.

* Technical Support & Triage
* * Diagnose and resolve routine technical issues related to Frigel process equipment, including basic refrigeration, mechanical, electrical, and control-related concerns.

* Utilize troubleshooting guides, procedures, and knowledge base resources to restore system operation.

* Perform basic remote diagnostics.

* Identify when issues require escalation and escalate appropriately to Level 2, providing complete and accurate case documentation.

* Case Management & Documentation
* * Create and maintain detailed service cases within internal support systems.

* Document troubleshooting steps, findings, and resolutions clearly and accurately.

* Track open cases and follow up to ensure timely progression and closure.

* Support accurate handoff to Field Service, Engineering, or Level 2 as required.

* Collaboration & Development
* * Work closely with Level 2 Technical Support Specialists to improve technical skills and troubleshooting effectiveness.

* Participate in ongoing technical training and product knowledge development.

* Provide feedback on recurring issues, documentation gaps, or customer pain points.

* Required Qualifications
* * Associate’s degree in a technical field or equivalent hands-on experience.

* 2+ years of experience in technical support, service, or troubleshooting equipment.

* Foundational knowledge of industrial refrigeration systems, mechanical components, electrical systems, and controls.

* Strong customer service skills with the ability to communicate technical information clearly.

* Preferred Qualifications
* * Experience supporting industrial equipment or OEM systems.

* Familiarity with PLC-based controls and HMIs. xrlwcon

* Prior experience in a call-center or technical support environment.

Job Type: Full-time

Pay:
From $60,000.00 per year

Benefits:

* 401(k)

* 401(k) matching

* Dental insurance

* Flexible spending account

* Health insurance

* Life insurance

* Paid time off

* Vision insurance

Schedule:

* 8 hour shift

Experience:

* Industrial Refrigeration : 2 years (Required)

* Chiller : 2 years (Required)

Ability to Commute:

* East Dundee, IL 60118 (Required)

Ability to Relocate:

* East Dundee, IL 60118:
Relocate before starting work (Required)

Work Location:

In person