Customer Service Consultant (Dallas/Houston, TX)

Position Overview

Cold Jet is the global leader in dry ice technology, solving the world’s cleaning and transport cooling problems with environmentally sustainable, waste‐free, and chemical‐free solutions. Our culture values initiative, innovation, and hard work, rewarding those who drive the company’s success. The Customer Service Consultant (CSC) is the cornerstone of customer satisfaction, responsible for on-site installation, comprehensive training, and troubleshooting & repair support for our advanced dry ice solution systems. By diagnosing issues, performing repairs, and optimizing equipment performance, the CSC not only resolves immediate customer needs but also builds strong relationships and identifies opportunities to drive revenue growth.

Key Responsibilities

• Proactive Preventative Maintenance: Schedule and conduct preventative maintenance inspections to ensure optimal equipment performance and customer satisfaction.
• Diagnose and Resolve Technical Issues: Employ troubleshooting techniques, including the use of multi-meters and diagnostic tools, to identify and resolve mechanical and electrical issues.
• Perform On-Site Repairs and Maintenance: Conduct minor repairs, maintenance, and upgrades at customer sites, ensuring minimal downtime and maximum efficiency.
• Provide Technical Training: Deliver in-depth training on the operation, maintenance, and optimization of Cold Jet equipment.
• "Own" Customer Issues and Warranty Work: Take full responsibility for customer requests and warranty work, ensuring 100% satisfaction with clear, continuous communication.
• Act as a Technical Resource: Serve as the primary point of contact for technical inquiries, offering expert guidance and support.
• Collaborate with Regional Sales Managers: Work closely with the sales team to service customers and identify revenue growth opportunities.
• Consultative Sales: Identify customer needs and recommend appropriate Cold Jet solutions, including equipment, parts, accessories, and services.
• Generate Sales Leads: Develop a database of qualified leads through referrals, cold calls, and networking.
• Maintain Accurate Records: Use Cold Jet’s tech stack systems to track customer interactions, sales data, and inventory.
• Maintain Company Assets: Ensure the company vehicle, equipment, and parts inventory are properly maintained for demonstrations, sales, and repairs.
• Represent the Company Professionally: Uphold and enhance the company’s reputation through professional conduct at all times.

Required Qualifications

• Education: Bachelor's degree in Business, Field Service Maintenance, or equivalent experience. Engineering experience is a plus.
• Experience Required: Minimum of three years of experience in a technical customer service or field service role. Experience selling capital or industrial goods in a business-to-business environment is also a plus.
• Proven technical aptitude with hands-on experience in mechanical and electrical troubleshooting and repair, including proficiency with multi-meters and diagnostic equipment.
• Physical ability to lift, push, and pull up to 50 pounds, with endurance for prolonged periods of standing, walking, bending, and reaching in various field environments.
• Strong analytical, problem-solving, and communication skills with the ability to explain technical concepts to non-technical audiences.
• Proficient in MS Office Suite and CRM applications, with the capability to work independently as well as collaboratively within a team.
• Valid driver's license with the ability to operate a company vehicle, including towing a trailer, and willingness to travel extensively (50% or more) and work irregular hours.