Technical Support Specialist
4 weeks ago
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
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