What are the responsibilities and job description for the Machine Technical Support and Parts Specialist position at Emery Thompson Machine, Inc.?
Machine Technical Support and Parts Specialist
(NOT an I.T. position)
Position Overview:
The Technical Support and Parts Specialist is responsible for providing technical assistance and proper parts identification to customers using phone, email, photos/video, and ensuring they receive accurate and timely service. This role combines troubleshooting mechanical, electrical, and refrigeration issues with guiding customers through repair parts identification, and requirements for new start-ups. As a key point of contact, the specialist will primarily handle machine malfunction inquiries, setting up outside service appointments, and serve as a backup to the primary parts team as needed.
Key Responsibilities:
· Technical Support: Offer troubleshooting assistance to customer’s technical issues with machine malfunctions, ensuring that problems are diagnosed and resolved efficiently, including arrangements for outside technicians being dispatched and working with them when they are on site.
· Parts Ordering Assistance: Help customers identify and order the correct parts for machine repair. Provide clear guidance on part numbers, specifications, and compatibility.
· Customer Communication: Deliver excellent customer service through phone and email interactions. Show patience, expertise, confidence and respect at all times.
· Backup for Parts Coordinator: Act as the backup for the primary parts team during high-volume periods or when the primary coordinator is unavailable. Assist with managing inventory and order fulfillment.
· Documentation: Maintain detailed records of customer interactions, outside technician interactions and troubleshooting actions to ensure accuracy and follow-up.
· Issue Resolution: Proactively resolve customer machine issues in a very timely manner, while keeping customers abreast of any delays.
· Collaboration: Work closely with other departments, including inside technical support, purchasing and inventory management to ensure smooth operations.
Qualifications:
· Strong technical knowledge of mechanical, electrical, and refrigeration systems.
· Ability to quickly learn all facets of the workings of our company’s equipment.
· Excellent problem-solving using deductive reasoning and troubleshooting skills.
· Previous experience in a similar role is highly desired.
· Ability to handle multiple customer inquiries simultaneously and prioritize tasks.
· Strong and confident verbal and written communication skills.
· Proficient with Microsoft Office Suite.
· Detail-oriented with strong organizational skills.
Working Conditions:
· Full-time M-F, office-based position
· Salary commensurate to experience/skill level
Job Type: Full-time
Pay: From $28.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
- Bonus opportunities
- Holiday pay
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
Ability to Commute:
- Brooksville, FL 34604 (Required)
- Work Location: In person
Job Type: Full-time
Pay: From $28.00 per hour
Expected hours: 40 per week
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Vision insurance
Work Location: In person
Salary : $28