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Technical Support 2

Company: SEB Professional
Location: Tustin
Posted on: November 13, 2021

Job Description:

Job Category: Call Center

Requisition Number: TECHN001051

Posted: 2021-10-21

Schedule: Full-Time



Description:

Technical Support

ABOUT SEB PROFESSIONAL NORTH AMERICA

You may not know, but our products are part of everyday life for everyone, even you. We're a small company that's big business. If you're looking to put your love of coffee to work, keep reading. We are SEB PROFESSIONAL North America, the leader in high-end automated coffee and espresso machines. You may know us better by our brands: Schaerer, WMF, and Wilbur Curtis. Chances are you may have used our products this morning at Dunkin Donuts, Starbucks, or Tim Hortons on your morning coffee run. And we just keep growing, which is why we are looking for people like you to join this team. If you're looking to solve problems and blaze trails in the coffee business, we would love to talk to you.

What you'll do:

In this role:

People who are successful at SEB PROFESSIONAL are driven, focused, and assertive, who have limited patience for the status quo. If this sounds like you, we would love to see you apply and learn more about you!

  • Troubleshoots service issues with third party and field technicians.
  • Conducts root cause analysis to identify and resolve technical issues in a timely manner on escalated machines.
  • Reviews and analyzes machine service history and provide machine service reports, especially on escalated machines.
  • Collaborates with Technical Support Management and the Product department on troubleshooting more complex scenarios, especially in case of emergency service cases.
  • Provides technical consultation on service reports and service invoices from service providers to our service administration department on request.
  • Provides technical support and recommendations on machine parts inquires.
  • Updates technical details service incident\\case with troubleshooting steps and resolution in case of return trip requests and possible recalls initiated by operative dispatch departments.
  • Communicates and reports prioritized service issues according to the escalation process.
  • Other tasks as assigned.

    Do you have the following skills?
    • Electrical training, especially with 220V and commercial equipment. Minimum experience should be nine months.
    • Minimum six months experience as commercial coffee equipment technician\\practitioner and espresso machines paid training may be available depending on location and prior experience.
    • Strong customer service and analytical skills.
    • Ability to work cross-functionally with internal and external partners.
    • Excellent written and verbal communication skills.
    • Experience with MS Office required.
    • Preferred experience with Salesforce, SharePoint, MS Teams, and ACD user interface.
      This job does have some physical demands as well. Can you:
      • Standing and walking at a desk
      • Heavy computer and phone use
      • Ability to lift up to 50lbs

        Compensation & Benefits: What's in it for you?

        SEB PROFESSIONAL North America provides a competitive compensation package including health and welfare benefits, paid time off and a retirement savings program.

        What it's like to work here

        At SEB PROFESSIONAL you have the autonomy to solve problems big and small. You may falter, but with the freedom to try comes the responsibility to course correct. Your big ideas, new thinking and passion for coffee fuel millions of people as they take on their day. We roll up your sleeves, bringing joy to coffee drinkers everywhere. Here, it's not just a cup of coffee it is countless hands building, thinking, and creating that sparks passion around the world.





        PI152224394

Keywords: SEB Professional, Tustin , Technical Support 2, IT / Software / Systems , Tustin, California

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