Technical Support Specialist

The Technical Support Specialist 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
• Educate and train customers on hardware & software of the coffee equipment
• Stay current on all aspects of equipment operation as well as coffee brewing theory
• Learn proprietary software used to program 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
• Flexibility and willingness to travel to customer sites when necessary (up to 25%) to deliver training and support

 

Qualifications:

• Bachelor’s degree or equivalent experience
• Minimum 3 years of experience in a similar 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
• Training experience (one on one as well as instructor led classroom training)
• Knowledge of customer service principles and practices
• Experience in a (small) manufacturing environment preferred
• Professional, reliable and able to handle stressful situations
• Proficiency in Microsoft applications (Excel, Word, PowerPoint, Outlook)
• Experience with Inventory Management / ERP Systems desired
• 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