Technical Service Support Engineer

AMF Bakery•Elk Grove Village, IL

2d•$35 - $40•Remote

About The Position

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 company.

Requirements

Electrotechnical technical expertise and troubleshooting skills
PLC ladder logic and structured text; PLC and Hardware troubleshooting
3 year 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
Basic compute operations such as internet and email protocols, connectivity, and internet networking

Nice To Haves

Mechanical Engineering or Electrical Engineering degree
Experience in CRM systems; MS Dynamics
Bakery maintenance experience

Responsibilities

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 and 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