2nd Level Support

Bizerba USA Inc; Richmond (VA); Remote; USD 65,000 - 90,000; Full time

Job summary

Bizerba USA Inc. is seeking an experienced Electro-Mechanical Technician to join the North America Retail Support and Training Department as a Support Specialist.

You will provide remote technical support, troubleshooting, and training for field service technicians, authorized service technicians, and customers. The role requires strong electro-mechanical troubleshooting, excellent communication, and a customer-focused mindset.

Qualifications

• Associate degree or equivalent technical training in Mechanical/Electro-Mechanical/Electronic tech, or 4+ years of related experience.
• Strong analytical and problem-solving skills with a customer-focused mindset.
• Ability to read wiring diagrams, electrical schematics, and mechanical drawings.
• Excellent verbal and written communication; capable of presenting technical information clearly.
• Proven experience providing advanced troubleshooting and next-level support.

Responsibilities

• Provide remote electro-mechanical technical support for equipment to field service personnel and customers.
• Troubleshoot, diagnose, and guide repairs remotely; perform fault analysis with remote tools.
• Analyze failure logs, document findings, and develop effective solutions.
• Escalate complex issues and travel to customer sites when necessary to complete repairs.
• Document service calls and resolutions in the CRM and contribute to knowledge bases.
• Collaborate with internal teams on projects and technical initiatives.
• Deliver product operation, troubleshooting, and repair training remotely and on-site.

Skills

Electro-mechanical troubleshooting

Analytical problem-solving

Reading wiring diagrams & schematics

Effective communication

Training & mentoring

Team collaboration

Customer service orientation

Education

Associate degree or military/technical education in Mechanical, Electro-Mechanical, Electronic Technology or related field

Tools

SAP

MS Office (Word/Excel/PowerPoint)

Job description

Bizerba Retail provides a versatile range of weighing, slicing, and packaging equipment used in food markets, grocery stores, delis, and other retail environments around the world.

We are seeking an experienced Electro-Mechanical Technician to join our North America Retail Support and Training Department as a Support Specialist.

In this role, you will be an integral part of a team of experienced Support Specialists and Dispatchers responsible for providing remote technical support, troubleshooting and repair assistance, and product training to Bizerba field service technicians, authorized service technicians, and customers.

The ideal candidate combines strong electro-mechanical troubleshooting skills with excellent communication abilities and a customer-focused mindset. You will serve as a technical resource for escalated issues, helping technicians and customers efficiently identify problems and develop effective solutions.

• Provide remote electro-mechanical technical support for scales, slicers, and packaging equipment to field service technicians, authorized service technicians, and customers.
• Troubleshoot, diagnose, and provide repair guidance for scales, slicers, and packaging equipment remotely when applicable.
• Perform fault analysis and troubleshooting using remote-access tools.
• Analyze equipment failure logs to identify root causes, document findings, and develop effective solutions.
• Escalate and resolve complex technical issues that exceed the knowledge or capabilities of field service personnel, including traveling to customer locations when necessary to complete repairs.
• Accurately document service calls, troubleshooting activities, and resolutions within the company CRM system.
• Collaborate with internal teams on customer projects and technical initiatives.
• Create and maintain technical documentation, troubleshooting guides, and other support materials for service technicians, authorized service technicians, and customers.
• Conduct product operation, troubleshooting, and repair training for new and existing service technicians, authorized service technicians, and customers.
• Deliver training both remotely and on-site, including hands-on training in a group setting.
• Serve as a technical resource and subject-matter expert for assigned products and equipment.

Your profile:

• Associate degree or military/technical education in Mechanical, Electro-Mechanical, Electronic Technology, or a related field; or a minimum of four years of equivalent education and experience.
• Strong analytical and problem-solving skills.
• Ability to read and interpret wiring diagrams, electrical schematics, mechanical drawings, and spare-parts breakdowns.
• Strong listening skills and the ability to understand customer concerns and communicate technical information clearly and effectively.
• Demonstrated ability to perform advanced troubleshooting and provide "next-level" technical support to customers and technicians.
• Excellent verbal and written communication skills, including the ability to present technical information and conduct hands-on training for groups.
• Proficiency with Microsoft Windows and applications such as Word, Excel, and PowerPoint.
• Experience with SAP is preferred, or the ability and willingness to learn SAP applications.
• Strong working knowledge of troubleshooting equipment using hand and power tools.
• Ability to travel overnight within the United States as required.
• Valid driver's license with a satisfactory driving record.
• Ability to safely lift and handle equipment weighing up to 50 pounds.
• Ability to pass a criminal background check and pre-employment drug screening.

The successful candidate will demonstrate:

• A professional, positive, and proactive "can-do" attitude.
• Strong customer-service skills and a commitment to customer satisfaction.
• Self-motivation and the ability to work independently while contributing effectively to a team.
• Patience and professionalism when working with customers and technicians under challenging circumstances.
• Strong attention to detail.
• Excellent organizational and time-management skills.
• A willingness to continuously learn new products, technologies, and troubleshooting techniques.
• The ability to remain calm, analytical, and solution-focused when addressing complex technical issues