Help Desk Technician - Processing

About Reiser

With more than 60 years of success in the food equipment industry, REISER is recognized worldwide for its high-quality equipment, innovative engineering, and outstanding service and support. Total commitment to our customers is at the core of who we are, making REISER the one supplier that food manufacturers can trust for better, smarter food processing and food packaging solutions and equipment.

We take great pride in providing the resources our customers need to ensure their success. Our team of talented and passionate professionals works hard, embraces challenges, and is wholeheartedly dedicated to the success of our customers. This customer-centric focus has led to extraordinary growth, and we are now seeking an experienced Electrical Support Service Engineer to support our service department.

If you have strong electrical skills and a strong customer service-oriented personality, we want to hear from you. Our ideal candidate is smart, energetic, hard-working and wants to join a great team.

Our Vision

• Robert Reiser & Co. will serve the food industry and other selected markets by selling and supporting equipment that provides solutions to customer needs.
• Every customer contact will result in an improved relationship with that customer.
• We will continuously strive to strengthen our supplier partnerships.
• We will encourage our fellow employees to reach their potential.
• Therefore, we will earn a fair profit and ensure our future.

Essential Functions:

The Help Desk Specialist role is part of the sales process by providing technical support in an efficient and accurate manner to our Customers, Technicians and Service Managers. You will be considered Reiser’s first line of defense to solve basic technical problems and provide support for all assigned areas. The goal is to ensure that every customer contact results in an improved relationship with that customer. An excellent Help desk specialist must have strong technical knowledge and be able to communicate effectively to understand the problem and explain its solution. Likewise, this person must be customer-oriented and patient to deal with difficult situations.

Job Duties may include but are not limited to:

• Serve as the first point of contact for customers seeking technical assistance over the phone and convey resolutions to customer issues, fix machine issues and/or order parts when necessary.
• Ensure a 360-degree approach with each customer - manage and follow-up on all open cases; transfer customers to the appropriate service manager when they request a technician, provide feedback, and see problems through to resolution.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Determine the best solution based on the issue and details provided by customers.
• Walk the customer through the problem-solving process.
• Provide accurate information on Reiser products or services.
• Capture all issues in the appropriate CRM account ensuring that the information is detailed and concise.
• Communicate daily with the appropriate service manager regarding the status of accounts you are actively working on, pass on feedback or suggestions from customers and escalate issues when necessary to the appropriate service manager.
• Track, route and redirect problems to correct resources.
• Utilize excellent customer service skills and exceed customers’ expectations.
• Ensure proper recording, documentation, and closure.
• Recommended procedure modifications or improvements
• Preserve and grow your knowledge of help desk procedures, products, and services.

• Proven experience as a field technician with strong depth in break/fix knowledge.
• Tech savvy with working knowledge of office automation products, databases, and remote control.
• Good understanding of computer systems, mobile devices, and other tech products.
• Ability to diagnose and resolve basic technical issues.
• Proficiency in English.
• Excellent communication skills.
• Technical degree with 5 years plus as a field technician, plant maintenance technician or relevant experience.
• Experience with Food Processing and Food Processing automated machinery is required for this role.
• Bi-Lingual in Spanish and / or German are a desired plus.