Key Responsibilities:

• Provide exceptional customer service including but not limited to proactive and responsive phone calls, troubleshooting and researching requests, and consistent and timely follow up with customers and internal teammates.
• Utilizing case management update cases, reassign cases and keep cases up to date.
• Utilize online tools, reports, manuals, etc. to answer customer support questions and customer care representative questions.
• Provide remote service: act as the first line to answer all technical support calls within and outside of working hours.
• Provide end-user support via remote technologies, remote support app and telephone support and manage ticketing queue, ensuring all tickets are progressed and updated at regular intervals.
• Update and progress 1st line tickets for team KPI
• Support training program development and implementation.
• Produce documentation and knowledge-based articles where required.
• Support implementation of Knowledge Base for the business.
• Travel to some customer sites (on rare occasions) for training purposes
• Working with Tech Doc teammates develop training packages to sell to customers.
• Support the Service Manager as a backup for daily administrative duties, including but not limited to; scheduling, and dispatching field technicians, quoting service visits and inspections, organizing tools and parts for onsite jobs
• Support Preventative Maintenance Service packages by providing agreed online or phone support
• Analyze service visit reports to ensure recommendations have been executed (including parts sales)
• Problem-solve internally to ensure that both the internal and the external customer needs are met in a timely and complete manner.
• Support a culture of safety and maintain zero accident environment and ensure safe and suitable work environment for self, teammates, and customers.

Required Knowledge/Skills & Experience:

• Mechanical Engineering or Electrical Engineering degree considered a plus.
• Must be able to read ladder logic or structured text
• Min of 3 years demonstrated ability in Customer Technical support.
• Bakery maintenance experience considered a plus.
• Able to use their initiative to prioritize calls, do research and be capable of working under pressure.
• Motivated, focused, friendly, patient, organized and proactive individual who can work in a team.
• Superior skills with Microsoft Office suite of software
• Basic computer operations including internet and email protocols, connectivity and understanding of internet networking.
• Experience in CRM systems (MS Dynamics a plus)
• Strong Customer Service skills
• Electrical and mechanical troubleshooting
• PLC and Hardware troubleshooting
• Detail orientated.
• Solid Communication skills (writing and verbal)
• Solid Problem-Solving skills with proficient attention to detail
• Enthusiastic with a flexible “can do” attitude.

Pre-employment Requirement:

• Background check (7-year felony + sex offender registry check)
• Drug test (5-panel lab test for recreational drugs & opiates)
• Applicants for employment must be a U.S. Citizen or national, U.S. permanent resident (i.e., current Green Card holder), or lawfully admitted into the U.S. as a refugee or granted asylum.