Technical Support Representative

The Technical Support Representative position reports to the Technical Support & Training Manager and requires initiative, teamwork, excellent communication and reporting skills.  The position is primarily driven by customer issues and inquiries, but will require coordination with, manufacturing, sales, R&D and accounting. It is an office-based position within a production facility with constant interaction with the shop floor and frequent travel to customer sites around North America.

 

Job Duties: 

• Successfully resolve software, electrical, and mechanical issues related to de Jong DUKE Equipment
• Stay current on all aspects of equipment operation as well as coffee brewing theory
• Trouble shoot, repair and process returned machines and parts
• Work in the refurbishment area when needed to refurbish customer machines
• Proactively assist customers in avoiding and/or reducing problem occurrence
• Respond to service, product and technical questions on subjects such as features, specifications, and repairs
• Perform post-resolution follow-ups to technical support inquiries
• Assist technical support department with daily activities
• Travel to customer sites within US and Canada up to 10%

 

Qualifications:

• Minimum 1 years of experience in customer facing position
• Experienced in troubleshooting mechanical, electrical and water flow issues.
• Must have a technical aptitude and ability to assemble and disassemble equipment using many different tools
• Experience in a (small) manufacturing environment preferred
• Professional, reliable and able to handle stressful situations
• Proficiency in Microsoft applications (Excel, Word, PowerPoint, Outlook) preferred
• Experience with Inventory Management / ERP Systems preferred
• Be a friendly team player, that is comfortable interacting with staff and end users at all levels
• Excellent written and verbal communication skills (Spanish or French is a plus)

 

Compensation and Benefits:

• Competitive Salary
• Competitive healthcare and benefits plan
• Growing company with growing potential
• Family-owned, informal working atmosphere, people-oriented culture
• Education/training focused (paid)

 

We are proud to be an Equal Opportunity Employer.

 

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Key Words

Customer support, technical support, technical, training, engineer, manufacturing, industrial, coffee, espresso