Technical Service Representative

Middleby•Fuquay Varina, NC

64d

About The Position

Southbend, a division of the Middleby Corporation, is a global leader in heavy-duty commercial cooking equipment. Renowned for innovation in energy savings, cooking speed, automation, and safety, Southbend's products are highly regarded by chefs, consultants, and industry experts. With over 100 years of top-quality and reliable products, Southbend's equipment is widely installed in restaurants, institutional foodservice operations, and supermarkets worldwide. Southbend has a great opportunity for a Technical Service Representative to join our team! We are looking for a customer service oriented Technical Support Representative to provide technical communication to our customers, end users or third-party service agents of Southbend and Crown Steam commercial cooking equipment. The Technical Support Rep will manage high volume of inbound calls and should seek to create a positive experience for our customers through clear communication and quick resolution of technical issues.

Requirements

Excellent oral and written communication skills
Highly organized with strong knowledge of Microsoft Office applications, warranty and ERP systems, Infor XA a plus.
Must demonstrate a strong technical background along with customer relations skill.
Must have working knowledge of commercial cooking equipment and its effect of gas combustion equipment.
Technical background should include electrical troubleshooting and reading of schematics.
Minimum of 2 years in a Technical Support role

Nice To Haves

Experience troubleshooting and repairing STEAM equipment a plus.

Responsibilities

Troubleshoot, diagnose, and resolve technical issues with equipment via telephone conversations or email correspondence with end users or service agents.
Create warranty parts order documentation based on claim case needs and resolution.
Identify and escalate support situations requiring urgent attention to the Technical Service Manager.
Clearly and effectively communicate to resolve customer issues quickly and ensure the highest level of customer satisfaction.
Process warranty requests & claims via all media channels quickly & effectively while maintaining the highest level of accuracy and detail.
Must be able to adapt to a demanding environment and change processes.
Strive for first call resolution and take ownership of customer needs and issues.
Understanding of product features, potential issues, and warranty terms related to the company's products and services.

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