Technical Support Specialist

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 Foodservice Systems division is a world-leading supplier of kitchen facilities, equipment and supplies solutions. As a full system manufacturer, distributor and program management partner, we supply global chains in the quick-service restaurant, convenience store and supermarket segments, helping to manage unit growth and upgrade their facilities.

About the job

The Technical Support Specialist will be responsible for the ongoing maintenance of internal and external service and support documentation and resources for relevant equipment lines.  Plays a key role in the distribution of and adherence to the current product specifications, providing relevant guidance and corresponding documentation, especially in key account scenarios.  Responsible for the quality and execution of technical phone assistance for Franke equipment.   Completes projects and tasks to ensure the implementation and efficacy of after sales support with regard to best practices, preventive maintenance programs, parts stock recommendations and field service activities.

Your tasks

• Provide excellent customer service directly or indirectly through interactions with service providers and customers:
  • Communicates highly technical information to service personnel.
  • Maintain high level customer satisfaction by clarifying customer needs and ensuring they are met.
  • Provide technical assistance to answer questions or resolve problems for customers and technicians over the phone.
  • Maintain a mindset of continuous improvement in terms customer satisfaction and the development of resources for field support.
• Provide technical assistance and resources:
  • Work to ensure that the product know-how (technical competence) of Franke products is transferred and understood by internal and external service partners.
  • In collaboration with relevant engineering and support  teams, provide and/or release relevant direction and documentation to internal service departments as updates to current and past equipment are made available.
  • Work to facilitate customer resolution for escalated issues and engage the necessary internal and external stakeholders to find a resolution that meets the customer’s satisfaction.
  • Recommends changes to products or services to fulfill customer and service provider needs.
  • Collect and communicate repetitive failure analysis  to aid in quality improvement process.
  • Collaborate with Technical Product Support team to implement and modify equipment maintenance programs, in cooperation with relevant engineering and support teams, that meet the cost and reliability needs of the particular market.
  • Develop relevant relationships with operational and technical department personnel of key customers.
• Provide phone assistance to Service Providers in order to:

• • Assist in technical troubleshooting questions in relation to service activities.
  • Provide part and sub-system identification and assist in placement of parts orders as necessary.
  • Distribute technical bulletins and resources as field scenarios dictate.
  • Verify warranty status.
  • Assist in quoting of large scale extensive repair.
  • Document details of calls taken to maintain an accurate customer and equipment service history.
  • Dispatch Service Providers as necessary.

• Handle and resolve more complex customer requests or complaints when necessary.
• Ability to travel up to 25%.
• Other duties as assigned.
• Reliable attendance is a must.

Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Bilingual – Spanish and English required.
• 2-3 years of experienced in electrical, mechanical and refrigeration systems and their repair.
• Can troubleshoot technical problems over the phone with customers or service providers.
• Must be professional on the phone with our customers.
• Customer Service — Knowledge of principles and processes for providing customer service. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• Mechanical — Knowledge of machines and tools, including their designs, uses, repair, and maintenance.
• Language Skills: Intermediate Skills - Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.
• Mathematical Skills: Basic Skills - Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent, and to draw and interpret bar graphs.
• Reasoning Ability: Very High Skills - Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
• Computer Skills: Word Processing Software, Spreadsheet Software, Order Processing Systems, Database Software
• Other Knowledge: High mechanical ability, good working knowledge of electrical theory, water treatment best practices and hydraulic systems preferred.

What we offer you

Competitive salary and comprehency salary.

Contact details