National Technician

About the Role

The National Technician is a hybrid position combining virtual technical support with on-the-ground service responsibilities. This role provides expert remote diagnostics and troubleshooting while also performing in-person installations and maintenance when required. National Technicians ensure issues are resolved efficiently, safely, and accurately - whether guiding customers remotely or servicing equipment directly on-site.

This role requires a deep understanding of RT equipment, strong problem-solving skills, compliance with all safety and regulatory standards, and the ability to communicate effectively with both customers and internal teams.

Responsibilities

• Perform advanced remote diagnostics and troubleshooting.
• Communicate technical solutions clearly to customers, both virtually and in person.
• Escalate unresolved issues to field technicians or internal teams as necessary.
• Document all actions taken in Salesforce.
• Stay up to date on changes by reviewing and applying Technical Bulletins.
• Install and maintain products in a safe, timely, and accurate manner.
• Meet and control operational goals and timelines (service labor per hour, first-time-right, 5S standards, etc.).
• Comply with internal processes and procedures, as well as all DOT, OSHA, and HACCP requirements.
• Maintain proper parts, supplies, and paperwork standards in company service vehicles.
• Train and coach customers on system use, ensuring product performance meets expectations.
• Utilize iPhone apps for role-related functions (parts, customer notes, clocking in/out).
• Ability to perform basic mechanical and electrical duties during service and installation work.
• Work a flexible schedule, including nights, weekends, or overnight installations based on customer demand.

Requirements

Technical Expertise

• Proven experience as an RT Technician or Technical Support with a strong understanding of RT's equipment and troubleshooting procedures, including:
  • Know the best order to install equipment.
  • Lead troubleshooting activities and adapt based on system type.
  • Identify what equipment is needed for different systems (e.g., installing portable tanks).
  • Know which valves to use for fryer pumps.
  • Identify PTFE versus Dormont hoses.
  • Ability to complete new install surveys
  • Ability to read a survey and complete installs based on survey information
  • Understand how part orders are processed.
  • Differentiate between returnable and unreturnable parts.

Problem-Solving and Communication Skills

• Ability to think critically and solve complex technical issues effectively.
• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical customers.

Customer Service Skills

• Ability to work well within new teams and collaborate across departments.
• Strong customer focus with the ability to handle challenging situations professionally.

Self-Motivation

• Demonstrated ability to manage workload independently, remain proactive, and drive issues to resolution.

Work Environment & Travel

• Quiet, comfortable space to work in for virtual support.
• Reliable internet connection.
• Comfortable traveling to unfamiliar depots and adapting to various customer locations.
• Up to 50% Travel Expectations, Virtual Technician 50%.

Preferred Qualifications

• Trained and certified Service Technician Level II or III preferred.
• Bilingual in English and Spanish.
• Proficiency in Salesforce, including ticket closure, dashboard navigation, and case management.
• Familiarity with expense reporting.
• Home location near a major airport for efficient travel.

Inclusive Employer
At Restaurant Technologies, we celebrate diversity, believe in equity, and are committed to creating an inclusive environment for all employees; we're proud to be an Equal Employment Opportunity and Affirmative Action employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law."

If you need assistance or an accommodation due to a disability, please contact us by email at RTCareers@rti-inc.com or call 1-888-796-4997.

Restaurant Technologies is a Military & Veteran friendly company.

Culture & Benefits

Our employees are the foundation of our success and we take care of them! Our comprehensive benefits include professional development, competitive health care coverage, incentives and a healthy work and life balance. We've cultivated an award-winning workplace for driven team members who enjoy a fast pace and rapid growth balanced by a flexible and supportive environment. We've earned recognition as a "Best Place to Work," by the Minneapolis/St. Paul Business Journal along with The Minnesota Work Life Champions Award while consistently earning a spot on Minnesota's Fastest Growing Companies list. In addition, we've earned numerous awards from our customer base who consider Restaurant Technologies a valued strategic partner.

Who We Are

Restaurant Technologies is the leading provider of highly innovative and value-enhancing bulk cooking oil management services to the food service industry. Our solution is environmentally sound, highly efficient and creates a safer, more productive work environment for restaurant personnel. With over 35,000 existing customers we are an established, profitable mid-sized company poised for double-digit growth in the coming year. We are headquartered in suburban Minneapolis, Minnesota with a growing number of sites strategically located across the U.S. serving over 41 metropolitan markets.