Technical Service Support Engineer
$72,800,000–$83,200,000 year
On-siteRichmond, Virginia, United States
Job Summary
Provide exceptional customer service through proactive phone calls, troubleshooting, and researching requests as the first line of defense for technical breakdowns. Answer all technical support calls within and outside working hours, managing ticketing queues and utilizing remote technologies to resolve issues. Consistently follow up with customers and internal teammates while analyzing service visit reports to ensure recommendations and parts sales are executed. Support the Service Manager with administrative duties including scheduling field technicians, quoting service visits, and organizing tools and parts. Update and process 1st line tickets for team KPIs, develop training packages, and maintain a zero-accident safety culture. Requires electrotechnical expertise, PLC troubleshooting skills, and 3 years of customer technical support experience. Includes 20% travel requirement for training purposes.
Required Qualifications
- 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
- Experience in CRM systems
- MS Dynamics
- Strong verbal and written communication skills
- Basic compute operations such as internet and email protocols, connectivity, and internet networking
- 20% Travel Requirement
Desired Qualifications
- Mechanical Engineering or Electrical Engineering degree
- Bakery maintenance experience
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