Tech Support Associate - Customer Servcie

About Franke

We, the Franke company with its three divisions, are a world's leading supplier of products and services for domestic kitchens, the professional foodservice systems and the convenience store sector as well as for professional coffee making. With around 60 companies, we are at home on five continents. Over 8,000 employees constantly take on new perspectives to identify opportunities and turn them into inspiring, innovative solutions for tomorrow’s demands.

The Franke Home Solutions division is the world’s leading provider of smart systems for domestic kitchens. Drawing on a long history of reliability and expertise, we help our partners enhance their businesses and provide outstanding kitchen and cooking experiences to our consumers by offering complete solutions for food preparation and cooking.

About the job

With the ability to fluently speak both French and English, you will be tasked with meeting the needs of our customers by supplying them with the best product and service available. You will provide product technical plumbing support through part identification and solving equipment issues, while helping drive business growth through suggestive selling. Personnel in this role will resolve customer concerns promptly, find solutions, and ensure every interaction leaves a positive impression. Success in this role requires strong problem-solving skills, a customer-focused mindset, and the ability to perform each core responsibility effectively. 

Requirements

• Accurately enter orders and follow up on quotes or unique situations.
• Handle incoming calls regarding pricing, stock, order status, warranty, and technical inquiries.
• Ensure all faxes, voicemails, and emails are responded to by the end of the day.
• Provide technical support to both staff and customers.
• Communicate updates on parts, equipment changes, obsolete items, and new equipment to all relevant departments.
• Collaborate with vendors to resolve equipment issues, working closely with Quality and Purchasing teams.
• Stay current with all catalog updates and product changes.
• Maintain reliable attendance.
• Keep files and records organized and up to date.
• Perform other duties as assigned.

Skills

• Customer Focus – Listens actively, understands customer needs, and works to deliver a positive experience.
• Service Excellence & Responsiveness – Responds promptly to inquiries and follows through to resolution.
• Problem Solving & Issue Resolution – Identifies root causes and works efficiently to resolve customer concerns.
• Communication Skills – Communicates clearly and professionally with customers and internal teams.
• Attention to Detail – Ensures accuracy in order processing, documentation, and customer information.
• Collaboration & Team Support – Works closely with sales, operations, and other teams to resolve customer needs.
• Systems & Process Knowledge – Uses CRM, order management, and service systems effectively to support customers.

Education & Experience

• Highschool Diploma or GED
• Minimum 1 year data entry experience
• Minimum 6 months experience in customer service role
• Previous experience with plumbing or electronics repair and maintenance.

What we offer you

At Franke Kindred Canada, we care about your well-being and work-life balance. We offer a comprehensive benefits package including dental, vision, and extended health care, life insurance, and an employee assistance program to support you in all aspects of life. We also help you plan for the future with our RRSP matching program. 

Accessibility

We are committed to providing an inclusive and accessible recruitment process in accordance with the Accessibility for Ontarians with Disabilities Act (AODA). If you require accommodation at any stage of the recruitment or selection process, please let us know and we will work with you to meet your needs.