Technical Support Specialist

Role Summary:

As the Technical Support Specialist, you will be an integral part of our Concordia and Synesso Technical Support teams. You will be the primary point of contact for customer service issues and machine repair and diagnoses. You will assist trained 3rd party technicians encountering technical issues with our products and play a pivotal role in ensuring customer and technician satisfaction by providing efficient resolution to technical problems with our Synesso and Concordia brands of products. This includes all aspects of service requests, including troubleshooting with customers, call dispatching, tech support, diagnosis, and parts order handling.

The duties involve working closely with the Service, Sales, Engineering, and Quality departments to enhance product functionality and ensure customer satisfaction. The preferred candidate will demonstrate strong communication skills, technical expertise, a dedication to delivering outstanding customer service, and strong technical acumen.

Essential Duties and Responsibilities:

· Proficiency in troubleshooting, diagnosis, and resolutions for coffee related equipment.

· Complete understanding of hydraulic, electrical, and mechanical systems to determine root causes and help provide technicians with a deeper understanding of the equipment they’re servicing.

· Communication skills with an emphasis on providing key information when conveying information.

· Building relationships with clients and service providers to help provide a high level of customer satisfaction.

· Strategic thinking for projects or systemic failures that need to be addressed.

· Continuous improvement by maintaining current knowledge and analyzing where improvements can be made and implemented.

· Identifying where processes need improvement and providing solutions and collaborating on an action plan.

· Dispatch all customer service calls to the Authorized SP with support and communication to the Parts Fulfillment as needed.

· Respond promptly and professionally to customer inquiries and technical issues via phone, email, or chat.

· Perform initial diagnosis of technical issues and guide customers and/or technicians through systematic problem-solving steps and dispatch service when applicable.

· Collaborate seamlessly with other technical service team members and cross-functional teams to resolve customer/service issues.

· Maintain meticulous documentation of customer interactions, issues, and resolutions.

· Provide detailed and precise information to customers regarding product features, functionalities, and troubleshooting procedures.

· Educate customers on product usage to enhance their overall experience.

· Analyze trends in customer issues to identify and address potential systemic problems to improve product functionality.

· Work collaboratively with Engineering and Quality to contribute to product improvement.

· Collaborate with Service Engineer on the creation and upkeep of a comprehensive knowledge base for common technical issues and solutions, including user guides, reference materials, bulletins, FAQs, etc., creating videos and print for the MCSG products for technical purposes.

· Occasionally provide service, installation, and customer support during field visits, trade shows, demos, or other similar dispatches that require travel.

Qualifications:

· 7 years of experience in technical troubleshooting and hands on repair.

· Prior experience working in manufacturing, preferably in the coffee industry and/or machinery.

Physical Requirements:

Capable of lifting and/or moving objects weighing up to 75 lbs. Must be able to sit, stand, stoop, and walk for prolonged periods.

Travel:

Up to 40% Travel will be required for participation in trade shows, training sessions, and repair assignments.

Perks and Benefits:

· Extensive 401(k) plan with company matching.

· Generous paid time off

· 10 paid holidays

· Medical, dental, and vision plans for you and your family.

· Flexible spending accounts (FSA) and health savings account (HSA)

· Paid short-and long-term disability programs.

· Paid Life and accidental death and dismemberment insurance

Pay: $80,000.00 - $90,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Retirement plan
• Tuition reimbursement
• Vision insurance

Application Question(s):

• Do you have experience working on traditional or automatic espresso machines?

Ability to Commute:

• Renton, WA 98057 (Required)

Willingness to travel:

• 50% (Preferred)

Work Location: In person

Salary : $80,000 - $90,000