Technical Customer Support Specialist

jbtm; Turkey; On-site; TRY 300,000 - 420,000; Full time

Job summary

JBT Marel in Istanbul, Türkiye, is seeking a Technical Customer Support Specialist to join the global support team, delivering technical and operational assistance to customers and field service crews.

The role emphasizes troubleshooting, service planning, and effective communication across functions, with opportunities to contribute to knowledge bases and continuous service improvements.

Qualifications

• 3–5+ years in Technical Support or field service roles.
• Experience in food processing or industrial machinery is preferred.
• Strong troubleshooting and communication skills.

Responsibilities

• Provide technical and operational support for JBT Marel's Prepared Foods solutions.
• Coordinate service activities with Service Managers, engineers and internal teams.
• Manage technical queries, service requests and escalations.
• Assist with travel planning and service event preparation.

Skills

Technical Support

Field Service Coordination

Customer Service

Troubleshooting

CRM Systems

Job description

Shape the Future of Food with JBT Marel

At JBT Marel, we don't just support the food processing industry - we help shape its future. If you have a passion for technical problem-solving, customer service and food processing technology, this is an opportunity to make a real impact as a Technical Customer Support Specialist, based in Istanbul, Türkiye. Working as part of our global technical support organisation, you will provide technical and operational support to customers, field service teams and internal stakeholders across the Prepared Foods industry.

What You'll Be Doing

As a Technical Customer Support Specialist, you will provide technical and operational support for JBT Marel's Prepared Foods solutions. You will work closely with customers, Service Managers, Technical Service Engineers and internal teams to ensure service activities are planned, coordinated and delivered effectively.

• Technical troubleshooting: Investigate and resolve technical issues remotely, providing clear and practical solutions to customers and field service teams.
• Customer support: Support customers and regional Service Managers with technical queries, service requests and ongoing issues, ensuring requests are handled efficiently and professionally.
• Service planning: Support the planning and coordination of service activities, helping to drive execution, follow up on progress and provide feedback to the relevant functions.
• Service requests: Work closely with regional Service Managers to process and coordinate customer requests for service jobs, ensuring the appropriate resources and support are in place.
• Service events: Support Service Managers with the preparation and planning of service events, coordinating the required activities and ensuring teams are properly prepared for execution.
• Travel and execution support: Assist with travel arrangements and the practical preparation required for service teams to carry out customer work safely and efficiently.
• Service contracts: Support regional Service Managers with the renewal of service contracts and other service-related commercial offerings, helping to ensure a consistent and professional customer experience.
• Escalation management: Support the effective management of escalated customer issues, helping to coordinate the appropriate teams and drive fast and efficient resolution.
• Continuous improvement: Identify recurring issues and opportunities for improvement, providing feedback and recommendations to the relevant functions to improve service delivery and customer satisfaction.
• Collaboration: Work closely with Field Service, Engineering, Product Management, Quality, Warranty and other JBT Marel teams to deliver effective solutions and a seamless customer experience.
• Knowledge sharing: Contribute to technical knowledge bases, training materials and internal learning programmes to ensure knowledge is shared across the organisation.
• Documentation: Create and maintain relevant technical and service documentation, ensuring systems and records are accurate and up to date.

What You'll Bring

To succeed in this role, you will have a strong technical mindset combined with excellent customer service, organisational and communication skills.

• Experience in Technical Support, Field Service Engineering, Service Coordination or a similar technical role, preferably within the food processing, manufacturing or machinery industry.
• Strong technical knowledge of food processing equipment, machinery or production processes.
• A structured and analytical approach to troubleshooting and problem solving.
• Strong organisational skills and the ability to coordinate multiple service activities and customer requests simultaneously.
• The ability to explain complex technical information clearly to both technical and non-technical audiences.
• Strong customer service and interpersonal skills, with the ability to build positive relationships with customers and internal stakeholders.
• Experience using CRM, service management, PLM or other technical and operational systems.
• The ability to work effectively with international teams and manage multiple priorities in a fast-paced environment.
• A proactive mindset, with a willingness to identify opportunities for improvement and contribute to the continuous development of our service organisation.

Your Background

Experience: Ideally 3-5+ years' experience in Technical Support, Field Service Engineering, Service Coordination, Maintenance Engineering or a similar technical position.

Industry experience: Experience within food processing, food manufacturing, industrial machinery or a related engineering environment is highly desirable.

Technical exper