Technical Support & Customer Training Analyst (West Coast only)
Technical Support & Customer Training Analyst (Remote)
You MUST live on the West Coast to qaulify for this position
Company Overview:
De Jong DUKE is based in Taylor, Michigan and is an innovative, family-owned Dutch company. Since 1957, the company has been successfully designing, engineering, manufacturing, and marketing coffee and espresso equipment for the Office Coffee and Vending market. With manufacturing facilities in the US and the Netherlands, de Jong DUKE has built a strong reputation as a loyal and responsive supplier of quality products with reliable performance. The organization can be characterized as passionate, committed, quality focused and customer oriented. Please visit our website at www.dejongduke.com.
Job Description:
The Technical Support & Customer Training Specialist reports to the Technical Support Manager and requires initiative, teamwork, excellent communication and reporting skills. The position is primarily driven by customer issues and calls, but will require coordination with sales, manufacturing, R&D and accounting. This is a home office-based position, with frequent travel to customer sites, primarily in North America.
Duties and Responsibilities:
- Resolve software, electrical, and mechanical issues related to de Jong DUKE Equipment
- Train and educate customers on hardware & software of the coffee equipment
- Test and process returns, issue credits, maintain troubleshooting database; properly and timely
- Proactively assist customers in avoiding or reducing problem occurrence
- Respond to service, product, technical, and customer relations questions on subjects such as features, specifications, and repairs of current and discontinued products and parts
- Provide excellent service when resolving product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment
- Perform post-resolution follow-ups to technical support inquiries
- Have a friendly, team player personality and be comfortable interacting with staff and end users
- Work on the production floor to learn the manufacturing process (when in Taylor)
- Develop training materials (work instructions, job aids, PowerPoint presentations, etc.)
- Must be willing and able to learn proprietary software used to program machines
- Learn all aspects of the equipment operation, from coffee brewing to electrical operation & software
- Maintain root cause analysis database and supply reports of findings
Requirements and Qualifications:
- Bachelor’s degree or higher. Preferably with a science or engineering major
- Excellent written and verbal communication skills (Spanish is a plus)
- Minimum 5 years of experience in a similar position
- Must have a technical aptitude with the ability to assemble and disassemble equipment using a variety of tools
- Training experience (one on one as well as instructor led classroom training)
- Demonstrated ability to identify and troubleshoot critical issues
- Knowledge of customer service principles and practices
- Experience in a (small) manufacturing environment preferred
- Self-motivated with good analytical & troubleshooting skills
- Professional, reliable and able to handle stressful situations
- Proficiency in Microsoft applications (Excel, Word, PowerPoint, Outlook)
- Experience with Inventory Management / ERP Systems desired
- A flexible work schedule; ability to work afterhours/weekends on as needed basis
- Must be willing and able to travel to customer sites on a regular basis (up to 50%)
- Ongoing visits to Taylor facility for training (initial and ongoing as required)
- Occasional travel overseas
Compensation and Benefits:
- Competitive Salary
- Competitive healthcare and benefits plan
We are proud to be an Equal Opportunity Employer.
--------
Key words
Technical support / Customer service / Troubleshooting / Mechanical / Hardware / Coffee / Brewer / Training
