Senior Technical Service Advisor

At FSS, we prioritize exceeding customer expectations in every interaction. As the Senior Technical Service Advisor – Multi-Brand Troubleshooting Specialist, you are the primary technical escalation point for all distributed brands across the FSS network in Canada and the United States. This role owns the resolution of complex equipment failures, interfaces directly with manufacturer engineering teams, and builds institutional technical knowledge through structured documentation and hands-on training. You will be the go-to expert for Tier 2 technical inquiries and escalations, ensuring our service partner network and internal team have the support needed to deliver fast, accurate, and high-quality equipment service — across all FSS brands.

Technical Escalation & Troubleshooting

• Serve as the Tier 2 (and Tier 3) technical escalation point for all service advisors, field technicians, and service partners across all FSS-distributed brands.

• Perform advanced remote diagnostics using manufacturer portals, error code databases, wiring diagrams, and telemetry tools where available.

• Liaise directly with manufacturer technical departments (factory engineers, regional tech reps, OEM support teams) to resolve complex or unresolved cases.

• Conduct on-site tandem visits with service partners to troubleshoot challenges and validate repair quality.

• Identify recurring failure patterns across the fleet and communicate findings to manufacturers and internal leadership.

• Maintain a structured case escalation process: document open cases, track resolution timelines, and ensure closure with root cause notes.

• Support pre-sale technical consultations for complex projects, custom equipment configurations, or large installations.

Knowledge Base & Technical Documentation

• Create and maintain a centralized, brand-by-brand troubleshooting knowledge base (error codes, known issues, repair procedures, wiring references).

• Develop comprehensive troubleshooting guides and quick-reference sheets for all distributed brands and equipment categories.

• Ensure field technicians and service partners have access to up-to-date service manuals, technical bulletins, and factory updates.

• Review and validate service reports from field technicians to ensure technical accuracy and completeness.

Warranty Operations & Service Partner Management

• Supervise warranty operations: ensure timely processing of warranty claims, compliance with ASA agreements, and continuous process improvement.

• Oversee relationships with external service partners, ensuring effective collaboration and high-quality service delivery.

• Lead efforts to optimize and reduce quarantine inventory.

• Administer customer satisfaction surveys related to service performance; analyze feedback and implement improvements.

• General administration in CRM and ERP platforms (Salesforce, NetSuite, or equivalent).

• Provide after-hours technical support when required.

• Travel to customer sites, supplier facilities, and service partner locations as needed.

Leadership & Strategic Responsibilities

• Provide guidance and direction to team members involved in warranty and technical support functions.

• Foster a culture of accountability, continuous learning, and performance excellence across the service support function.

• Collaborate with cross-functional teams to align warranty and technical practices with broader business goals and service standards.

• Contribute to the long-term improvement and growth of the Parts & Service department.

SUCCESS METRICS / KEY PERFORMANCE INDICATORS (KPIS)

• Maintain quarantine inventory below $50,000 at all times.

• Achieve a Tier 2 case resolution rate of ≥85% within agreed SLA timelines.

• Process 100% of warranty payments within the timelines established by the ASA agreement.

• Demonstrate year-over-year improvements in customer satisfaction scores related to service performance.

• Increase training engagement and service partner satisfaction through consistent communication and follow-up.

• Maintain a complete and up-to-date troubleshooting guide for all active FSS brands.

POSITION REQUIREMENTS

Technical Skills (Required)

• Strong electrical and electromechanical diagnostic skills: ability to read schematics, use a multimeter, and troubleshoot at the component level.

• Hands-on experience with commercial foodservice equipment (combi ovens, blast chillers, ice machines, refrigeration units, blending/processing equipment — or industrial equivalent).

• Ability to interpret error codes, fault logs, and control board diagnostics across multiple brands and platforms.

• Familiarity with gas, steam, and refrigeration systems; knowledge of refrigerants and EPA/F-gas regulations is an asset.

• Experience interfacing with OEM/manufacturer technical support teams and navigating technical escalation processes.

• Ability to diagnose equipment remotely using documentation, telemetry, and guided troubleshooting techniques.

Professional Skills

• Strong written and verbal communication skills: ability to translate complex technical findings for non-technical audiences (customers, advisors, managers).

• Structured problem-solving approach with a high degree of attention to detail under pressure.

• Excellent documentation discipline: ability to maintain clear, organized records of cases, resolutions, and technical references.

• Strong planning and organizational skills; able to manage multiple open cases and competing priorities simultaneously.

• Proven ability to thrive in a fast-paced, multi-brand service environment.

• Committed to customer service excellence and professional conduct in all interactions.

EDUCATION, EXPERIENCE & LICENSING REQUIREMENTS

• Diploma or certification in Electrical/Electromechanical Technology, Mechanical Engineering Technology, HVAC-R, Industrial Maintenance, or equivalent trade training.

• Minimum 5 years of hands-on technical service experience in commercial foodservice equipment, industrial equipment, or a closely related field.

• Demonstrated experience working in a multi-brand environment with diverse equipment types and manufacturers.

• Experience with manufacturer-specific certifications is a strong asset (e.g., Lainox, Scotsman, Vitamix, or equivalent brands).

• CFESA certification or equivalent industry credential is an asset.

• Proficiency in Microsoft Office Suite (Excel, Word, Outlook).

• Experience with Salesforce, NetSuite, or similar CRM/ERP platforms.

• English fluency required; French or Spanish is a significant asset.

• • Valid driver’s license