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Technical Support Specialist

3 months ago

Taylor, United States StaffBright Full time

Position Overview:

The Technical Support Specialist role, reporting to the Technical Support & Training Manager, demands initiative, collaboration, and strong communication and reporting abilities. This position is primarily focused on addressing customer issues and inquiries but also involves coordination with manufacturing, sales, R&D, and accounting teams. It is an office-based role within a production facility that requires constant interaction with the shop floor and regular travel to customer sites across North America.


Key Responsibilities:

  • Effectively troubleshoot and resolve software, electrical, and mechanical issues related to equipment.
  • Provide training and education to customers on the hardware and software aspects of the coffee equipment.
  • Maintain up-to-date knowledge on equipment operation and coffee brewing theory.
  • Master the use of proprietary software for programming machines.
  • Proactively support customers in minimizing and preventing problems.
  • Address service, product, and technical inquiries, including questions about features, specifications, and repairs.
  • Conduct follow-ups after resolving technical support inquiries.
  • Exhibit flexibility and a willingness to travel to customer sites as needed (up to 25%) for training and support purposes.


Qualifications:

  • 3+ years of similar or relevant experience
  • Bachelors degree
  • Mechanical and technical product knowledge
  • Ability to travel locally