What are the responsibilities and job description for the Chains Service Specialist position at Duke Manufacturing Co.?
At Duke, we are committed to delivering impactful food service solutions and lasting customer partnerships. We pride ourselves on a culture of innovation, continuous improvement, and your solutions partner approach. Duke Manufacturing has been an industry leader in food service equipment since 1925. For nearly 100 years, our customers have come to count on our team of creative, problem-solving specialists for unmatched customer experience and equipment that helps them be more successful.
The Chains Service Specialist is responsible for delivering first in performance of our customers' technical needs - including problem solving, field service support and customer service processes.
Job Responsibilities include:
-Liaison to Channel Partners, End Users and Field Technicians for assigned Value Stream
- Installs or oversees installation of equipment
- Instructs and directs customers in the service and repair of equipment.
- Operates system to demonstrate equipment and to analyze malfunctions.
- Instructs customers on operation of equipment.
- Determines appropriate resolution of customer technical issues, has decision authority to implement solutions within broad cost and technical service parameters
-Manage root cause and corrective action process for Value Stream Technical issues relating to manufacturing, sustaining engineering and new product development
-Support the Technical Call Center to manage escalation of issues, support overflow of calls, and support product training programs for service technicians
-Significant Travel Required - 40% with peak periods greater than 40%. Must be available to deploy to the field to support high priority service issues.
-Advise value stream regarding customer satisfaction, product performance, and suggestions for improvements
Provide service for products deployed to include:
- Analyze call data and deliver weekly hotspot report to the QAB and VS Leader
- Support field test and validation requirements
- Provide technical support for the commercialization process
- Train ASA network on new products and programs
- Establish and execute parts plan
- Liaison to technical publication groups and international support resources
- Contribute to ASA performance management
Education / Experience Qualifications include:
- Associate's degree or higher preferred
- 5 years experience in related role preferred
* Relevant education, experience and performance will be considered together.
See attached Job Description for more details.
Duke is an equal opportunity employer.
