[Hiring] Technical Service Support Engineer @AMF Bakery

Role Description

If you are a passionate technical professional that enjoys interacting with customers and acting as the first line of defense to troubleshoot on the spot, we could have the perfect opportunity for you at AMF Bakery Systems!

AMF Bakery Systems is seeking a First Line Technical Service Support Engineer who will support AMF customers while they are experiencing breakdown or other technical issues. The ideal candidate for the role should have a strong customer-centric approach and be empowered to grow the aftermarket parts and service business. The Candidate must be able to work independently in a remote environment and have a passion to develop and share knowledge resources throughout the company.

Job Duties Include:

• Provide exceptional customer service including, but not limited to, proactive and responsive phone calls, troubleshooting, and researching requests.
• Act as the first line to answer all technical support calls within and outside of working hours.
• Provide end-user support via remote technologies, remote support app, and telephone support.
• Manage ticketing queue, ensuring all tickets are progressed and updated at regular intervals.
• Consistent and timely follow up with customers and internal teammates.
• Utilize case management to update, reassign, and keep cases up to date.
• Utilize online tools, reports, manuals, etc. to problem solve in order to respond to customer support questions and customer care rep questions in a timely manner.
• Support Preventative Maintenance Service packages by providing agreed online or phone support.
• Analyze service visit reports to ensure recommendations have been executed (including parts sales).
• Support the Service Manager as a backup for daily administrative duties, including but not limited to, scheduling and dispatching field technicians, quoting service visits and inspections, organizing tools and parts for onsite jobs.
• Update and process 1st line tickets for team KPI.
• Support training program development and implementation; Produce documentation and develop a new knowledge base through the development of articles.
• Work with Tech Doc teammates to develop training packages to sell to customers.
• Support a culture of safety and maintain zero accident environment and ensure a safe and suitable work environment for self, teammates, and customers.
• Travel to customer sites (on rare occasions) for training purposes.

Qualifications

• Mechanical Engineering or Electrical Engineering degree considered a plus.
• Experience in CRM systems; MS Dynamics.
• Strong verbal and written communication skills.
• Basic computer operations such as internet and email protocols, connectivity, and internet networking.
• Bakery maintenance experience considered a plus.

Requirements

• Electrotechnical technical expertise and troubleshooting skills.
• PLC ladder logic and structured text; PLC and Hardware troubleshooting.
• 3 years of minimum experience in Customer technical support solving mechanical, electrical and programming troubleshooting.
• Displays exceptional customer service, problem solving, attention to details and workload prioritization.
• Ability to pivot quickly and work well under pressure.
• 20% Travel Requirement.

Benefits

• AMF Bakery Systems offers a competitive compensation, benefits package, and excellent opportunities for growth throughout our organization globally and within the Markel Food Group.