[Hiring] Bilingual Technical Support Specialist @Franke

Role Description

The Technical Support Specialist is responsible for the quality and execution of technical phone assistance and training for Franke equipment in both English and French. They play a key role in the ongoing maintenance of service and support documentation and resources relevant to equipment lines. They are also responsible for projects and tasks to ensure the implementation and efficacy of after-sales support with regard to best practices, preventive maintenance programs, parts stock recommendations, and field service activities.

Please note that this position is Remote but candidates will be required to be available for on-call and after-hours support for customers potentially in other time zones. Candidates must have the ability to work effectively from home, including access to a dedicated workspace and reliable internet connection.

Essential Duties and Responsibilities

• Provide technical training:
  • Conduct initial training classes for new service provider technicians.
  • Support ongoing advanced training at Regional Training Centers and site-specific training requirements.
  • Maintain a mindset of continuous improvement in terms of training curriculum and strategic execution of class materials.
  • Develop and implement service provider and internal training programs and materials for current and future lines.
• Support field service and other special projects:
  • Work with managers to support customer technical requirements, such as installations, PM execution, operator training.
  • Maintain and facilitate Franke internal programs.
  • Prepare equipment and spaces for customer and provider display or use.
• Provide excellent customer service directly or indirectly through interactions with service providers and customers:
  • Communicate highly technical information to service personnel.
  • Maintain high level customer satisfaction by clarifying customer needs and ensuring they are met.
  • Provide technical assistance to answer questions or resolve problems for customers and technicians over the phone.
  • Be available for occasional on-call and after-hours support.
  • Maintain a mindset of continuous improvement in terms of customer satisfaction and the development of resources for field support.
• Provide technical assistance and resources:
  • Work to ensure that the product know-how (technical competence) of Franke products is transferred and understood by internal and external service partners.
  • In collaboration with relevant engineering and support teams, provide and/or release relevant direction and documentation to internal service departments as updates to current and past equipment are made available.
  • Work to facilitate customer resolution for escalated issues and engage the necessary internal and external stakeholders to find a resolution that meets the customer’s satisfaction.
  • Recommend changes to products or services to fulfill customer and service provider needs.
  • Collect and communicate repetitive failure analysis to aid in quality improvement process.
  • Collaborate with Technical Product Support team to implement and modify equipment maintenance programs, in cooperation with relevant engineering and support teams that meet the cost and reliability needs of the particular market.
  • Develop relevant relationships with operational and technical department personnel of key customers.
• Provide phone assistance to service providers in order to:
  • Assist in technical troubleshooting questions in relation to service activities including warranty status.
  • Provide part and sub-system identification and assist in placement of parts orders as necessary.
  • Distribute technical bulletins and resources as field scenarios dictate.
  • Assist in quoting of large scale extensive repair.
  • Document details of calls taken to maintain an accurate customer and equipment service history.
  • Dispatch service providers as necessary.
  • Handle and resolve more complex customer requests or complaints when necessary.

Qualifications

• High School Diploma/GED; 2 or 4 year degree in technical field preferred.
• Minimum of 2+ years of technical support, field service, or related equipment troubleshooting experience.
• Experience supporting technical products in a phone-based, remote, or field service environment preferred.
• Strong mechanical aptitude with working knowledge of electrical systems, refrigeration, and equipment maintenance principles preferred.
• Excellent customer service skills with the ability to handle complex or escalated situations professionally.
• Reliable attendance and flexibility to support on-call or after-hours needs when required.
• Ability to travel up to 50%.
• Must be bilingual: French/English.

Knowledge, Skills and Abilities

• Customer Service: Knowledge of principles and processes for providing customer service, including customer needs assessment and evaluation of customer satisfaction.
• Mechanical: Knowledge of machines and tools, including their designs, uses, repair, and maintenance.
• Language Skills: Intermediate Skills - Ability to read and interpret documents, write routine reports, and speak effectively before groups.
• Mathematical Skills: Basic Skills - Ability to perform basic arithmetic and interpret bar graphs.
• Reasoning Ability: Very High Skills - Ability to define problems, collect data, and draw valid conclusions.
• Computer Skills: Proficient in Word Processing Software, Spreadsheet Software, Order Processing Systems, Database Software.
• Other Knowledge: High mechanical ability, good working knowledge of refrigeration theories and mechanical systems preferred.