About the Role: 

The primary responsibility of the Technical Services Specialist will be to provide world-class technical support and interaction with customers.

This role will depend on responding accurately, promptly, and effectively to technicians and customers via phone, email, and video conference/Facetime (if applicable) regarding equipment for troubleshooting and repair issues as well as scheduling repair calls, start-ups, installations, etc. The TSS will also provide technical information support for sales, marketing, and product management travel to customer sites with problematic equipment issues from time to time report continual workmanship and failures to management.

Other responsibilities include: 

• Drive and Manage Technical Service Outcomes

• Increase customer retention rates and reduce customer “churn” caused by misexecution or non-execution of customer service

• When required, act as “key” point of escalation as required on service-related issues, managing customer expectations throughout lifecycle

• Monitor service calls per factory per product to identify potential issues with:
  • Manufacturing design
  • Manufacturing defect
  • Part(s) defect and/or failure 
  • A variation on maintenance requirements from specs once deployed (e.g. frequency of cleaning coil, surge protector needed, special cleaning instructions for burners, etc.)
  • Other items as they arise but not included on the above list.

• Define and Optimize organization's Technical Service Processes

• Become well versed in company platforms and processes to identify potential improvements in Customer Care / Service management and process flows working with Director, Technical Services and Director, Parts & Engineering

• Manage continuous monitoring points in the process:
  • Time to service
  • Follow-Up
  • Case Escalation(s)
  • Etc.

• Identify opportunities for continuous improvement

• 5+ years’ experience in Customer Care / Service, Sales, Professional Services or similar with manufacturing background

• People-person with proven ability to execute within a world-class Customer Care / Service organization

• Ability to manage influence through persuasion, negotiation, and consensus building teammates and customers

• Ability to align with internal stakeholders, especially Sales, Product Management, Professional Services and Support teammates

• Focus on leading indicators and growth metrics of Customer Success

• Unafraid to take risks, forward thinker

• Computer literate -- MS Office -- Outlook, Word, Excel exp. a must

• Excellent telephone and computer skills

• Must be organized and pay close attention to details

• Mathematically inclined

• Ability to read wiring diagrams and exploded views as required

• Knowledge of commercial kitchen equipment required

• CFESA certification is a plus

• Must be able to work independently

• Display an upbeat attitude and a passion for satisfying customers

• Professional communication skills

• Prioritization and decision-making skills

• Work with little supervision

• Work well under pressure and continuous change

• Team player

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Interested? Apply directly now or call (Dade: 305-595-3800 / Broward: 954-437-0070) for more information. Questions? Email [email protected] for more information on this role and others. 

*CAREERXCHANGE® is an equal opportunity employer. We will present the most qualified candidates to our clients based on the skills required to perform the job. For additional opportunities please visit www.careerxchange.com