What are the responsibilities and job description for the Field Technician Technical Support 1 position at SEB Professional?
Who are we?
Our passion for coffee makes SEB Professional North America a growing company!
We are in the professional coffee machine business managing three leading global brands: Schaerer, WMF, and Wilbur Curtis.
You can find our coffee machines in convenience stores, hotels, and restaurants worldwide. Chances are you have enjoyed a cup of coffee brewed by one of our products during your morning coffee run at McDonald’s, Dunkin Donuts, Starbucks, or Tim Hortons.
SEB Professional is a subsidiary of Groupe SEB, a large French consortium and the world’s largest manufacturer of cookware in more than 150 countries, with 33,000 employees and over €8,1 b in sales annually. Notable brand names associated are Tefal, T-Fal, Krups, Lagostina, Rowenta, Moulinex, SUPOR, Arno, Emsa, All-Clad. Our Company operates in the Professional Coffee Machine division.
Salary Range: $25 - $27/hr DOE
What you’ll do?
The Technical Support 1 role will play a vital role providing support to the Technical Support Management team by troubleshooting more complex scenarios. In addition, this role will provide technical consultation on service reports and service invoices from service providers to our service administration department on request. Communicate timeline changes and new information to the project team. Ad hoc assignments as requested.
Key Responsibilities:
- Troubleshoots service issues with third party and field technicians.
- Conducts root cause analysis to identify and resolve technical issues in a timely manner on escalated machines.
- Reviews and analyzes machine service history and provide machine service reports, especially on escalated machines.
- Collaborates with Technical Support Management and the Product department on troubleshooting more complex scenarios, especially in case of emergency service cases.
- Provides technical consultation on service reports and service invoices from service providers to our service administration department on request.
- Provides technical support and recommendations on machine parts inquires.
- Updates technical details service incident/case with troubleshooting steps and resolution in case of return trip requests and possible recalls initiated by operative dispatch departments.
- Communicates and reports prioritized service issues according to the escalation process.
- Other tasks as assigned.
What you need to be successful in the role:
- Electrical training, especially with 220V and commercial equipment. Minimum experience should be nine months.
- Minimum six months experience as commercial coffee equipment technician\practitioner and espresso machines paid training may be available depending on location and prior experience.
- Strong customer service and analytical skills.
- Ability to work cross-functionally with internal and external partners.
- Excellent written and verbal communication skills.
- Experience with MS Office required.
- Preferred experience with Salesforce, SharePoint, MS Teams, and ACD user interface.
Physical Requirements:
- Standing, Walking
- Manual dexterity
- Ability to Lift up to 50lbs occasionally
Overview:
- Type of employment: Full time – Exempt
- Workplace type: Hybrid (3 days on-site, 2 days remote) Montebello, CA
Why SEB Professional North America?
Whether working remotely, in one of our offices, or flexing between the two, we offer a number of benefits and perks to support you and your family. Please ask your recruiter for additional details regarding our benefits.
- Health insurance – Generous Employer Contribution
- Competitive 401(K) program w/ Company match up to 5%
- On-site Gym
- Vision & Dental Insurance
- Life insurance
- 12 Paid Holidays – Ask about our “4-day” Holiday weekends!
- Other voluntary benefits and discounts programs
Equal Employment Opportunity (EEO)
SEB Professional is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. For more information, please see OFCCP Equal Employment.
Salary : $81
