Description

FBD Partnership, L.P. is the leading, global manufacturer of frozen beverage dispensers located in San Antonio, Texas. With a customer-first business philosophy and a team dedicated to the highest product quality, FBD develops and manages strong, long-term relationships with customers in the quick-service restaurant, convenience store, theater, and theme park industries. More information about the company can be found at https://www.fbdfrozen.com/

Summary:

The Technical Service Representative I is responsible for providing technical support over the phone to customers and service agents. This person will walk the customers through the process of troubleshooting equipment failure.

Essential Duties and Responsibilities:

• Interface with customers and service agents over the phone or by email on equipment operation, equipment dimensions, parts inquiry, setup, installations, warranty, technical questions and troubleshooting on frozen beverage dispensers.
• Document customer issues efficiently and concisely into IFS.
• Look up part numbers and quickly determine part availability.
• Walk customers through the process of measuring the amount of syrup dissolved in water to make sure that the unit is working properly.
• Processes warranty claims and order entry for warranty parts.
• Actively remain current on equipment and process changes to provide exceptional service to service agents and customers.
• Complete warranty spreadsheets on a weekly basis.
• Keep the work area clean.
• Perform other duties as needed and assigned.

Minimum Qualifications:

• High School Diploma or GED required.
• Must have one 1 year of troubleshooting experience or the ability to be trained will be a must.
• Must be familiar with basic hand tools.
• Ability to deal with complaints regarding failing equipment.
• Ability to mitigate customers’ emotions as they are usually at their wits end when they call.
• Ability to work with a software system to manage customer information and enter data (e.g. Enterprise Resource Planning (ERP).
• Proficient with MS Office (Word, Excel, and Outlook).
• Customer Service experience a plus.
• Must have excellent communication skills because of daily contact with internal employees and customers.
• Must be able to pass a background check, drug test and a reference check.

Physical Demands:

• While performing the duties of this job, the employee is required to constantly: sit, type, see, speak, hear, and have eye/hand/foot coordination.
• While performing the duties of this job, the employee is required to occasionally: stand, walk, lift, carry, push, pull, kneel, reach, and grasp.
• While performing the duties of this job, the employee is required to rarely: climb, balance, crawl, taste, and smell.
• The employee must frequently lift and/or move up to 20 pounds.
• This position works in a typical office, manufacturing, and lab environment.
• Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus.
• Specific hearing abilities required by this job include having to hear and communicate over the phone and in person in a noisy environment and having to hear alarms and bells in manufacturing areas.

Qualifications