What are the responsibilities and job description for the Technical Support Specialist I position at Viking Masek?
The Level 1 Parts Department Technical Support Specialist plays a foundational role in assisting customers with parts inquiries, order processing, and general support for Viking Masek’s packaging machinery, including VFFS machines, rotary fillers, and stick pack machines. This entry-level position focuses on developing technical knowledge, building customer service skills, and supporting team members in maintaining an efficient parts operation.
Job duties & Responsibilities:
Soft Skills (Customer Satisfaction and Experience)
- Provide professional and prompt responses to customer inquiries via phone and email.
- Assist customers in identifying and ordering the correct parts for their machinery.
- Build rapport with customers by demonstrating patience, attention to detail, and a commitment to meeting their needs.
- Document all customer interactions and ensure accurate records in the ERP system.
Technical Skills (Support, Inventory, and Processes)
- Gain a basic understanding of Viking Masek’s machinery and the parts catalog to assist with identifying replacement components.
- Process parts orders accurately and in a timely manner, ensuring proper documentation and inventory tracking.
- Conduct regular inventory checks to maintain stock accuracy.
- Support the parts department by preparing quotes and reviewing order details with senior team members.
- Follow standard operating procedures to ensure efficient parts operations.
Qualifications:
- High School Diploma or equivalent required; Technical Diploma preferred.
- Strong organizational and communication skills with a customer-focused mindset.
- Basic understanding of mechanical systems or willingness to learn.
- Proficiency with Microsoft Office (Outlook, Word, Excel) and the ability to learn ERP systems.
- Ability to work in a fast-paced environment with competing priorities.
Other Misc.
- Always sell the Viking Value Proposition
- Continuous improvement and industry training upkeep
Hours: Monday through Friday. 7 AM- 5 PM. These are business hours, start and end times may vary. Based on department needs. (Can be flexible). Weekends not required.
