Service Support: Customer Support Technician

US-AL-Birmingham
Req No.
2017-1600
Category
Customer Service
Type
Regular Full-Time
Shift
1st Shift

Overview

Excellent Opportunity for Experienced Service Support Technicians!!!

 

COMPANY PROFILE:

Royal Cup, Inc. is a large, privately held national importer, roaster and distributor of coffees, teas and related products that has been in business for over 120 years.  Royal Cup, Inc. currently provides product and service to businesses and individuals throughout the United States, and we’re growing! 

 

We have an immediate opening for a Customer Support Technician in the Birmingham, AL area.  Providing outstanding service is the responsibility of every Royal Cup employee.  The Customer Support Technician will have ownership of the daily function for all outside service activities, all third party service agents and the results of the third party spending category.  The Customer Support Technician reports to the Service Support Manager.

 

Royal Cup Coffee offers a competitive compensation plan and benefits including 401(k), healthcare, life insurance, vacation and more.  A full training program designed to provide maximum success of our employees is offered.

 

Responsibilities

The Customer Support Technician will have the following main responsibilities:

 

Customer Relations

  • Represents the company in a professional manner through verbal and written communications.
  • Establishes a relationship with the customer so the customer is satisfied with the company's products and services. 

Service Commitment - Equipment Repair, Installation & Roll Outs

  • Assist customers and service technicians to repair beverage equipment via phone, email and internet based web chat.
  • Provide assurance in dispatching of both internal and external service technicians utilizing SAP and web based systems.
  • When required, provide service support to the field organization by performing or assisting in the installation of equipment.  Requires moving and lifting/lowering of equipment that weighs fifty to one hundred pounds to a forty inch high counter as well as loading and unloading multiple pieces of equipment into trucks and vans.

Training

  • Assist in service technician training. 
  • Participate in vendor related training classes to fully understand the technical aspects of Royal Cup approved beverage equipment. 

Repair Parts

  • Assist Royal Cup Service technicians, Customers and Outside Service technicians in identifying service repair parts.
  • Create stock transfer orders for service technician inventory replenishment.
  • Create part sales orders for customers.

Administrative Functions

  • Ensure customer's experience with Royal Cup is positive and minimizes downtime.
  • Properly document phone repair actions and details within SAP.

Expense Control

  • Minimize service expenses by maximizing the opportunity to resolve customer issues at the point of first contact in an effort to redeuce the service volume dispatched to both internal and external technicians.

Policy Responsibility

  • Always be mindful of and adhere to GMP’s, Quality and Food Safety requirements.
  • Adhere to all company policies and procedures and guidelines.

Personal Appearance & Attitude

  • Present a professional image by following the company's Smart Casual dress code policy.
  • Maintain a positive attitude at all times by taking ownership of own responsibility and actions.

Qualifications

  • Minimum of a High School Diploma or equivalent (for example a GED).  Associates Degree or Bachelors Degree strongly preferred.
  • Minimum of 2-4 years of recent experience in Customer Service, Account Maintenance or Technical Field Service, preferably in the food & beverage market.
  • Ability to build and maintain lasting relationships with customers.
  • Ability to be a team player but also work independently with a very strong work ethic.
  • Ability to maintain a professional appearance and demeanor at all times while maintaining an outgoing and success driven personality.
  • Ability, beyond basic skill performance levels with Reading, Writing, Mathematical & Computer Functions, to include:
    • Ability to read, write and interpret basic correspondence. 
    • Ability to perform simple mathematical calculations: add, subtract, multiply and divide.
    • Ability to operate basic office equipment: telephone system, desktop computers, fax and copy machines.
    • Beyond basic abilities with Microsoft Office Software, specifically with Word and Excel.
    • Experience with SAP is highly preferred.
  • Ability to perform the physical demands of the position which are required to successfully perform each essential responsibility.  Reasonable accommodations may be made to enable individuals with disabilities to perform the core responsibilities.  These physical demands may include, among other functions:
    • Frequent sitting, standing, walking, driving, reaching, climbing, grasping, typing, reading, talking and hearing.
    • If participating in on site equipment installation, repairs or roll outs:
      • occasional stooping, kneeling, crouching and crawling
      • occasional moving and lifting/lowering (with assistance) of equipment that weighs up to 75 pounds to a 40 inch high counter.
      • occasional loading and unloading of equipment into trucks and vans, at times to include use of a wheeled hand truck.
  • Ability to work within the work and or service location environment characteristics experienced while performing the essential functions for this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:
    • If participating in on site equipment installation, repairs or roll outs:
      • Various forms of Personal Protective Equipment (PPE) are at times required and may include but are not limited to: hearing and eye protection, non-slip shoes.
      • The employee is frequently exposed to very busy work environments (for example back of the house for restaurants, hotels, break rooms etc).
      • The employee is occasionally exposed to slick floor surfaces.
  • The noise level in the work or service environment can be loud at times.Ability to work a flexible work week to include some nights and weekends.
  • Ability to travel, as required and periodically requiring overnight stay to attend meetings, training and other work related events as scheduled.
  • Ability to successfully complete the pre-employment process.

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