Commercial Service Technical Support Specialist

acp inc • Cedar Rapids, IA

21d

About The Position

Located in SW Cedar Rapids, ACP, Inc. is a division of Welbilt, an Ali Group Company, and since 1969, has been a leader in manufacturing and designing commercial high-speed and microwave ovens used in some of your favorite restaurants.

We are looking for a Commercial Service Technical Support Specialist
to support service delivery-related goals and activities in this developmental role with an initial focus on ComServ customer support and technical initiatives, with the opportunity to cross-train and progress into a more technical focused role within our technical support or field service delivery team.

Requirements

• HS diploma or equivalent required. Vocational/technical degree or certification in an engineering or technical related field not required, but a plus.
• Previous customer service experience required; technical customer service-related training or experience a plus.
• Excellent customer relations skills are essential, that display tact, diplomacy and the ability to negotiate effectively.
• Ability to communicate effectively, independently organize and prioritize departmental needs.
• Research skills to troubleshoot customer problems.
• PC proficiency to include MS Office, Outlook and other applications specific to the service delivery group.
• As this is a developmental role, candidate should have the desire and aptitude to support the service delivery team in a more technical role, as positions become available, which would include providing technical support to end users and service technicians; assisting with development of product, transition to production and after-market support; service training; and providing resolution of service and quality issues.

Nice To Haves

• Knowledge and/or experience in the commercial food service industry a plus.
• Previous field service technician background beneficial but not required.
• Bilingual or multilingual skills a plus.

Responsibilities

• Effectively and promptly troubleshoot and resolve customer high-speed or commercial oven product issues through inbound/outbound calls and emails.
• If resolution requires dispatching service, schedule service as required, communicate service delivery schedule to the customer, and follow-up with servicers to insure prompt resolution.
• While delivering outstanding service, accurately represent and demonstrate a thorough knowledge of ACP policies, procedures and products.
• Prescreen calls to advise servicers and improve resolution time.
• Provide use and care instructions, operational assistance and other product related information to customers upon request.
• Support emergency part needs for service delivery.
• Ensure a high-quality level of interaction with independent service agents globally which is critical to the continuation of developing a highly competent service network, reducing warranty costs and improving end user satisfaction with their equipment ownership experience.
• Meet or exceed base call center productivity and quality standards.
• Maintain database with current customer and product actions, history and follow-up.
• Complete and submit all related reports and documentation required by management in a timely manner.
• Perform miscellaneous duties and projects as assigned and required.

Benefits

• ACP, Inc. offers an excellent compensation and benefits package and the opportunity to work for an established company with a talented workforce that is committed to delivering innovative products to the food service industry.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED