What are the responsibilities and job description for the Technical Support Specialist position at Marco Beverage Systems | B Corp Certified?
Description
Making sure you fit the guidelines as an applicant for this role is essential, please read the below carefully.
Marco designs and manufactures innovative and energy-efficient beverage dispense solutions. Our clients are some of the biggest names in the coffee, foodservice and catering industries, and our beverage solutions can be found in coffee shops, offices, hotels, convenience stores and restaurants all over the world. As industry leaders with over 40 years’ experience, we are driven by our passion for knowledge, innovation, and design.
At Marco our purpose is to “Re-imagine Beverage Excellence Everywhere.” Above all we try to embody this purpose through listening, being curious and creating solutions in an open-minded and collaborative way. Since December 2023 Marco is a certified B-Corporation. As a B-Corp, Marco is part of a global community that meet high standards of social and environmental impact. We are also committed to maintaining strong ESG standards throughout our business, focusing on the areas of employee, environment, operations, and community.
The Role
The Technical Support Specialist will serve the US market and will be based in our Renton, WA office, with potential opportunity for hybrid working in the future as performance and job responsibilities permit. Reporting to our Technical Operations Manager, this role will be responsible for providing exceptional technical assistance to our customers and ensuring the smooth operation and maintenance of Marco Beverage Systems’ equipment. This role requires strong technical knowledge, excellent troubleshooting skills, and a passion for delivering outstanding customer service. Additionally, you will play a key role in representing Marco at industry tradeshows, product demonstrations, and customer trials.
Reporting to : Technical Operations Manager
Key Responsibilities :
- Technical Support : Provide remote and on-site support to customers, troubleshooting technical issues with Marco Beverage equipment, including water boilers, coffee brewers and water and beverage dispensers.
- Customer Service : Respond promptly to customer inquiries via phone, email, and text, offering clear and concise solutions to technical problems.
- Equipment Maintenance & Repairs : Guide customers through basic maintenance, diagnostics, and repair procedures, ensuring minimal downtime and optimal performance of equipment.
- Training : Assist in training customers and staff on proper use and maintenance of Marco equipment, ensuring that users have the knowledge to maximize their equipment’s potential.
- Documentation : Maintain accurate records of support interactions, including troubleshooting steps, resolutions, and any follow-up actions needed.
- Collaboration : Work closely with engineering, sales, and product teams to provide feedback on recurring issues, identify areas for product improvement, and support customer-facing initiatives.
- Knowledge Sharing : Continuously update and improve internal knowledge bases and technical documentation to streamline support efforts.
- Tradeshow & Demonstration Support : When required, travel to industry tradeshows, customer trials, and product demonstrations to represent the Marco brand, showcase our products, and provide technical support to prospects and customers.
- Customer Trials & On-site Support : Support customers during product trials, helping to install and test Marco equipment on-site, and ensuring the successful integration of our solutions into their operations.
Requirements :
Preferred Qualifications :
What We Offer :
The Individual
Our key values are passion, innovation, care, knowledge, and integrity. The Ideal candidate will embody these values.
If you are interested in the role, please send your CV in the strictest of confidence to caroline.concannon@marco.ie
Marco’s Commitment :
Marco is committed to recruiting people from all walks of life and backgrounds to reflect our customers and our community and to help make our business stronger. We are proud to have been awarded the Investors in Diversity Silver accreditation. Marco encourages applications from minority groups, women, the disabled and all other qualified applicants. We have implemented various initiatives such as family friendly and inclusive employment policies, flexible working arrangements and an employee support program that are open to everyone.
J-18808-Ljbffr