Serve as the primary escalation point for customer technical issues related to refrigeration systems
Ensure prompt, effective resolution of customer inquiries, complaints, and system performance concerns
Maintain strong customer relationships by providing clear, professional, and solution-oriented communication
Support customers during critical outages, startups, and system modifications
Provide advanced troubleshooting support for refrigeration systems, controls, and components
Review field data, alarms, and service history to identify root causes
Guide customers and technicians through complex diagnoses and corrective actions
Stay current on refrigeration technology, controls, and regulatory changes
Lead, coach, and develop a team of technical support specialists
Develop and maintain customer-facing technical documentation, FAQs, and knowledge bases
Analyze support trends to improve response quality and reduce repeat issues
Recommend product, process, or training improvements based on customer feedback
Collaborate with quality and engineering teams on corrective action initiatives
Act as the technical voice of the customer internally
Coordinate with service operations, engineering, training, and sales
Support new product rollouts with customer-facing training and support materials
Assist sales and account teams with technical reviews and customer consultations when needed

6–8+ years of experience supporting commercial
3+ years in a customer-facing leadership or supervisory role
Strong working knowledge of refrigeration systems, controls, and diagnostics
Familiarity with natural refrigerants (CO₂, ammonia, propane)
Experience supporting large customer accounts or enterprise service organizations is a plus

Technical Customer Support Manager – Refrigeration

Key skills