Technical Support 1
What we will achieve together :
The Technical Support will play a vital role providing support to the Technical Support Management team by troubleshooting more complex scenarios. In addition, this role will provide technical consultation on service reports and service invoices from service providers to our service administration department on request. Communicate timeline changes and new information to the project team. Ad hoc assignments as requested.
Key Responsibilities:
- Troubleshoots service issues with third party and field technicians.
- Conducts root cause analysis to identify and resolve technical issues in a timely manner on escalated machines.
- Reviews and analyzes machine service history and provide machine service reports, especially on escalated machines.
- Collaborates with Technical Support Management and the Product department on troubleshooting more complex scenarios, especially in case of emergency service cases.
- Provides technical consultation on service reports and service invoices from service providers to our service administration department on request.
Provides technical support and recommendations on machine parts inquires. - Updates technical details service incident/case with troubleshooting steps and resolution in case of return trip requests and possible recalls initiated by operative dispatch departments.
- Communicates and reports prioritized service issues according to the escalation process.
- Other tasks as assigned.
Bring your competencies :
- Electrical training, especially with 220V and commercial equipment. Minimum experience should be nine months.
- Minimum six months experience as commercial coffee equipment technician\practitioner and espresso machines paid training may be available depending on location and prior experience.
- Strong customer service and analytical skills.
- Ability to work cross-functionally with internal and external partners.
- Excellent written and verbal communication skills.
- Experience with MS Office required.
- Preferred experience with Salesforce, SharePoint, MS Teams, and ACD user interface.
Overview:
- Type of employment: Full time – Non-Exempt
- Workplace type: Hybrid (3 days on-site, 2 days remote) Montebello, CA
Why SEB Professional North America?
Whether working remotely, in one of our offices, or flexing between the two, we offer a number of benefits and perks to support you and your family. Please ask your recruiter for additional details regarding our benefits.
- Health insurance – Generous Employer Contribution
- Competitive 401(K) program w/ Company match up to 5%
- On-site Gym
- Vision & Dental Insurance
- Life insurance
- 12 Paid Holidays – Ask about our “4-day” Holiday weekends!
- Other voluntary benefits and discounts programs
- Equal Employment Opportunity (EEO)
SEB Professional is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. For more information, please see OFCCP Equal Employment.