What are the responsibilities and job description for the Electrical and Technical Support Specialist position at Euro Restaurant Solutions, Inc.?
Description
Marra Forni is a boutique equipment manufacturing for commercial and residential use. Our company is expanding the business rapidly domestically and internationally. Our relationships with our clientele and prospects customers mean everything to us and we invest in and enjoy these relationships immensely.
Marra Forni promotes team-building and maintains high employee retention rates by consistently creating a work environment that is both dynamic and fun. Our current team works together like a family in a friendly, close, and casual office. We work hard and we are efficient and effective professionals. We are currently seeking an Electrical and Technical Support Specialist to work in our Elkridge facility. The Electrical and Technical Support Specialist provides technical and sales support to customers, as well as support to internal departments including light assembly, repairs, engineering, purchasing, and accounting.
Supervisory Responsibilities:
- None.
Duties/Responsibilities:
- Light assembly of electrical components as needed by Manufacturing.
- Provides Technical support on commercial restaurant equipment to clients via email, phone, or other methods.
- Installs electrical components on equipment and performs any necessary testing.
- Work closely with engineering department to gain insight and knowledge on new products or product enhancements.
- Serves as the primary service contact for existing customers and clients who have questions and troubleshooting issues about our products or installation procedures.
- Responsible for maintaining a professional relationship with clients and customers by providing product and service troubleshooting while educating about the features and benefits of their purchase.
- Communicates with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages.
- Recommends and develops content of common issues/resolutions regarding products.
- Analyzes and resolves product/ service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
- Provide accurate, courteous and timely response and to customer comments/questions.
- Adhere to the technical support organization standard operating procedures and escalation guidelines.
Requirements
- 2-year degree in design or technical training from an accredited institution preferred.
- Commercial Food Equipment repair or HVAC experience required.
- Relevant on-the-job experience in product or technical support required.
- Knowledge of customer service, manufacturing, and reading drawings are all valuable, but not required.
- Spanish speaking is a plus.