[Hiring] Technical Support Manager @Marmon Holdings, Inc.

Role Description

Reporting to the Regional Technical Support Manager EIMEA, the Technical Support Manager will help us deliver best-in-class advanced technical support delivery to Marmon Foodservice Technologies’ customers across Italy and EIMEA. This will be achieved by:

• Conducting technical equipment training.
• Assisting in the care of assigned service networks.
• Working closely with Operations and Engineering teams on product issues related to manufacturability and reliability.
• Supporting Marmon Link Procurement, eCommerce, and Customer Service teams as part of the EIMEA Technical Support Group.
• Providing technical assistance support by telephone, email, and in person.
• Generating reports and conducting field trip and service analysis.
• Solving challenges, improving quality, and reducing warranty spend costs to meet corporate warranty metrics and goals.
• Traveling across the EIMEA region as part of this role.

Essential Duties and Responsibilities:

• Ownership of customer field support activities; information flow, relationship development, and value-added services provided to customers with the aid of internal cross-functional areas such as engineering, operations, and sales.
• Manage and develop Authorized Service Agents (ASA) throughout the assigned area of the world.
• Address complaints and resolve problems in a timely manner ensuring that the appropriate ASA is providing our customers with a professional service.
• Perform technical training on MFT products, supporting the creation of market and customer-specific documentation using various platforms such as presentations, troubleshooting guides, web forms, and videos.
• Close liaison required with colleagues in the EIMEA Technical Support Group and Global Engineering teams on the development of training materials to ensure consistency in approach and brand status.
• Resolve field issues and problem situations in the field; liaising where necessary with third-party suppliers whose equipment/systems interact with MFT products.
• Provide reports at specified intervals and upon request.
• Other tasks and/or duties as assigned.

Qualifications

• Minimum 3 years’ experience in providing technical support within the foodservice equipment industry.
• Competency with electronics and mechanical functions for troubleshooting.
• Ability to read and interpret technical documentation.
• Appropriate qualifications to work in the field complying with local EIMEA legislation.
• Experience in developing and delivering technical knowledge and support to a demanding customer base.
• Strong interpersonal and communication skills, both written and verbal.
• Approach work with a continuous improvement mindset, innovative ideas, and results-driven solutions.
• International travel experience is desirable with the ability to demonstrate cultural awareness and flexibility.
• Ability to multi-task, work in a fast-paced environment, and meet deadlines with frequent interruptions.
• Good organization skills: must be able to manage a variety of projects simultaneously and prioritize workflow.
• Working knowledge of Microsoft Suite (Word, Excel, and PowerPoint) required.
• Self-management and self-motivational abilities are a prerequisite due to the home-based nature of the role.

Requirements

• The anticipated gross annual base salary for this position is €40,000–€50,000, depending on the candidate’s relevant experience, qualifications, and technical expertise.
• Any salary decision will be made using objective, gender-neutral criteria.

Working Conditions

• Work is performed largely home-based with frequent training/meeting requirements at customer premises, MFT facilities, and service provider locations.
• Hours of work will generally be during regular business hours for 40 hours a week but may vary according to special projects, deadlines, or other concerns.
• Must be willing and able to travel internationally when required.
• Ability to lift 20-35kg and in a variety of postures (bending, stooping, etc.) when handling product while training or investigating technical issues.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Following receipt of a conditional offer of employment, candidates will be required to complete additional job-related screening processes as permitted or required by applicable law.