Technical Support Specialist II

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.

At Franke Coffee Systems, we are redefining the professional coffee experience. As a global leader in intelligent coffee solutions, we partner with customers and distributors to deliver exceptional in-cup quality, reliable consistency, and diverse beverage options that meet evolving consumer expectations. Backed by a culture of innovation and collaboration, our team is passionate about creating premium coffee experiences and building lasting partnerships around the world. If you are passionate about coffee and innovation, we encourage you to apply and explore the opportunity to join our growing team. 

About the job

The Technical Support Specialist II is responsible for the quality and execution of technical phone assistance and training for Franke equipment. They play a key role in the ongoing maintenance of service and support documentation and resources relevant equipment lines. They are also responsible for 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.

Please note that this position is based in Smyrna, TN and candidates will be required to be available for on-call and after hours support.

This position follows a hybrid work schedule, with three days per week in the office and two days per week working from home once released from training. Candidates must have the ability to work effectively from home, including access to a dedicated workspace and reliable internet connection. 

Essential Duties and Responsibilities

Support field service and other special projects:

• Work with managers to support customer technical requirements, such as installations, PM execution, operator training.
• Maintain and facilitate Franke internal programs
• Prepare equipment and spaces for customer and provider display or us

Provide excellent customer service directly or indirectly through interactions with service providers and customers:

• Communicate 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.
• Be available for on-call and after hours support.
• 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 including warranty status.
• Provide part and sub-system identification and assist in placement of parts orders as necessary.
• Distribute technical bulletins and resources as field scenarios dictate.
• 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
• Other duties as assigned.

Requirements

• High School Diploma/GED; 2 or 4 year degree in technical field preferred.
• Minimum of 2+ years of technical support, field service, or related equipment troubleshooting experience.
• Experience supporting technical products in a phone-based, remote, or field service environment preferred.
• Strong mechanical aptitude with working knowledge of electrical systems, hydraulics, and equipment maintenance principles preferred.
• Excellent customer service skills with the ability to handle complex or escalated situations professionally.
• Reliable attendance and flexibility to support on-call or after-hours needs when required.

Knowledge, Skills and Abilities