Parts&Service Advisor (Milton)

Position Summary

As the Technical Service Representative, you are responsible for providing superior customer service. At FSS the customer experience is key. Our commitment to our customers and the experiences they have with our company is at the heart of everything we do. Therefore, from our first interaction all the way through and after with subsequent sales support, parts, and warranty, FSS is there to serve our customers. It is your responsibility to ensure high‑quality service and repairs are provided to our customers. You will handle all customer inquiries promptly and accurately, listen to their concerns and write repair orders. In addition, you will liaise with service providers and technicians to assist customers with their equipment issues, along with providing warranty and invoicing support. Your position is vital to ensuring that FSS fulfills its commitment in ensuring a superior customer experience is provided. By going above and beyond all customer interactions, we create loyalty which results in repeat business.Duties&Responsibilities

Provide technical support to customers to resolve issues with commercial kitchen equipment such as combi ovens, high-speed ovens, microwave ovens, ranges, induction cooking equipment, toasters, ice machines, and other foodservice equipment. Deliver an exceptional customer experience by actively supporting customers throughout the entire service process and ensuring their concerns are addressed promptly and professionally.Proactively identify solutions to customer problems, coordinating with technicians, service partners, and internal teams to ensure the fastest and most effective resolution. Maintain direct communication with customers via phone and email, ensuring regular follow‑ups until the issue is fully resolved. Direct phone communication is encouraged when troubleshooting or managing service situations.Call customers to perform follow‑ups after service visits to confirm equipment performance and ensure the customer is satisfied with the solution. Liaise with service providers and field technicians while assisting end‑users with equipment troubleshooting and service coordination. Open, manage, and monitor service tickets from initiation through closure, ensuring all required information and documentation are properly recorded.Actively manage and follow up on open service tickets to ensure cases are resolved efficiently and within the expected timeframe. Maintain up‑to‑date product knowledge, service procedures, and warranty policies. Assist with any other service department activities to ensure high levels of customer satisfaction.Performance Expectations&KPIs

Average Service Ticket Resolution Time:Service tickets must be closed with an average resolution time below 12 days. Quality and accuracy of warranty claim submissions. Proactive management and follow‑up of service cases. Customer communication effectiveness and follow‑up completion. Customer satisfaction and overall service experience.Position Requirements

Strong commitment to delivering excellent customer service in a quick‑paced, high‑volume environment. Ability to communicate effectively with customers both by phone and in writing, maintaining professionalism, empathy, and clarity. Strong problem‑solving mindset and proactive approach to resolving customer issues.Excellent listening skills and the ability to clearly understand and diagnose customer problems. Strong attention to detail when documenting service tickets, orders, and customer communications. Excellent critical thinking, organization, time management, and prioritization skills. Ability to manage multiple service cases simultaneously while maintaining quality and responsiveness.Team player capable of working effectively with internal teams, service partners, and customers. Education, Experience, and Licensing Requirements

Bachelor’s Degree in Mechanical Engineering (or related field) with 2–3 years of relevant experience, OR Proven experience working with commercial foodservice equipment and technical service support.

Practical technical knowledge of commercial kitchen equipment, particularly combi ovens, is considered an asset. Experience working with service ticket management and warranty claims. Proficiency with Microsoft Office and general computer systems. Experience with NetSuite is an asset.

Benefits

Casual dress Dental care Extended health care Life insurance On‑site parking Paid time off Vision care Job Types: Full‑time, Permanent Pay: $50,000.00–$52,000.00 per year Location: Milton, ON L9T 5A6 (preferred)

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