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Coffee and Tea Technician Support Specialist
4 months ago
Position Title: Coffee & Tea Technician Support Specialist
Location: Montebello, CA 90640, USA
Job Category: Call Center
Req ID: COFFE001297
Schedule: Full Time
Posted:Apr 4, 2024
Job DetailsDescription
Who are we?
Our passion for coffee makes SEB Professional North America a growing company
We are in the professional coffee machine business managing three leading global brands: Schaerer, WMF, and Wilbur Curtis.
You can find our coffee machines in convenience stores, hotels, and restaurants worldwide. Chances are you have enjoyed a cup of coffee brewed by one of our products during your morning coffee run at McDonald's, Dunkin Donuts, Starbucks, or Tim Hortons.
SEB Professional is a subsidiary of Groupe SEB, a large French consortium and the world's largest manufacturer of cookware in more than 150 countries, with 33,000 employees and over €8,1 b in sales annually. Notable brand names associated are Tefal, T-Fal, Krups, Lagostina, Rowenta, Moulinex, SUPOR, Arno, Emsa, All-Clad. Our Company operates in the Professional Coffee Machine division.
Salary Range: $25 - $27/hr DOE
What you'll do?
The Coffee & Tea Technician Support Specialist will ensure SEB Professional customers have a premium experience with Wilbur Curtis, Schaerer, and WMF branded products by providing excellent technical support to our service partner technicians in the field. The ideal candidate is technically minded, communicates effectively, and is looking to learn and growth with the company as our business expands.
Key Responsibilities:
- Providing technical support to field technicians. Assist with root cause diagnosis, part number identification, and providing direction on calibrating machines to customers' specific recipes.
- Maintain detailed troubleshooting records for all phone calls.
- Escalate complex situations to appropriate parties.
- Act as a technical liaison; explain technical terminology and diagnoses to nontechnical personnel as needed.
- Review machines' service history to provide recommendations and feedback.
- Other tasks and ad-hoc projects as assigned.
What you need to be successful in this role:
- 2+ Years experience as a Food Equipment Service Field Technician (experience with coffee, espresso, and tea equipment is a plus)
- 1+ Years experience in a Customer Service/Call Center position
- EPA Section 608 and NATE certifications
- Knowledge of different coffee brewing systems (pour over, french press, etc.)
- Ability to interpret hydraulic and electrical diagrams.
- Ability to test AC/DC voltage, ohms, and amperage using a multimeter.
- Critical thinking skills to troubleshoot using deductive reasoning.
- Excellent communication skills.
- Positive attitude.
- Comfortable working in a fast-paced environment.
Physical Requirements:
- Standing, Walking
- Manual dexterity
- Ability to Lift up to 50lbs occasionally
Overview:
- Type of employment: Full time – Non-exempt
- Workplace type: Hybrid - Montebello, CA (3 days on-site, 2 days remote)
Why SEB Professional North America?
Whether working remotely, in one of our offices, or flexing between the two, we offer a number of benefits and perks to support you and your family. Please ask your recruiter for additional details regarding our benefits.
- Health insurance – Generous Employer Contribution
- Competitive 401(K) program w/ Company match up to 5%
- On-site Gym
- Vision & Dental Insurance
- Life insurance
- 12 Paid Holidays – Ask about our "4-day" Holiday weekends
- Other voluntary benefits and discounts programs
Equal Employment Opportunity (EEO)
SEB Professional is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. For more information, please see OFCCP Equal Employment.
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