Customer Support Engineer

AMF Bakery Systems; Richmond (VA); On-site; USD 48,000 - 52,000; Full time

Benefits offered by this job

Competitive compensation

Growth opportunities within the Markel

Job summary

AMF Bakery Systems in the United States (Richmond, VA) is seeking a First Line Technical Service Support Engineer to assist customers with on-the-spot troubleshooting and remote support, acting as the first line of defense and maintaining a high standard of customer care.

You will manage calls, tickets, and scheduling, contribute to preventative maintenance packages, and help grow the aftermarket parts and service business.

Qualifications

• Electrotechnical expertise and troubleshooting
• PLC ladder logic & structured text
• 3+ years in customer technical support
• Excellent customer service and problem solving
• Ability to work under pressure

Responsibilities

• Provide exceptional customer service including proactive and responsive calls, troubleshooting, and researching requests
• Act as the first line to answer all technical support calls with remote support and ticketing queue management
• Follow up with customers and internal teammates
• Update, reassign, and keep cases up to date using case management
• Use online tools, manuals, and reports to solve problems and answer questions promptly
• Support Preventative Maintenance Service packages via online or phone support
• Analyze service visit reports to ensure recommendations are executed (including parts sales)
• Assist Service Manager with scheduling and dispatching field technicians, quoting service visits, and organizing tools and parts for onsite jobs
• Update 1st line tickets for team KPI
• Assist training program development and create knowledge base articles
• Work with Tech Doc teammates to develop training packages for customers
• Promote safety and maintain a safe work environment for staff and customers
• Travel to customer sites (about 20%) for training purposes

Skills

Electrotechnical skills

PLC ladder logic

Structured text

Customer service

Problem solving

Communication skills

Education

Mechanical or Electrical Engineering degree

Tools

MS Dynamics

CRM systems

Job description

WE RISE TOGETHER!

At AMF, we are dedicated to working alongside our customers to produce better food for families around the world while creating better lives for our teammates, families, customers, and communities.

About AMF Bakery

WE RISE TOGETHER!

At AMF, we are dedicated to working alongside our customers to produce better food for families around the world while creating better lives for our teammates, families, customers, and communities.

AMF Bakery Systems is the world's largest manufacturer of high-speed bakery equipment. We provide complete automated bakery solutions for numerous categories, including Soft Bread and roll, Artisan Bread and roll, Cake and Pie, Pizza and Flatbread and Pastry and Croissant. AMF is part of the Markel Food Groups, the leading equipment supplier to food manufactures around the world.

Our culture and shared values are spelled out in "The Markel Style" as we encourage and recognize teammates that bring these values to life each day. With the style as our guide, our teams pursue excellence while keeping a sense of humor. Seeking to know our customers' needs, we aim to build financial value for our shareholders while sharing success with others and winning together. We are inspired to work hard and encouraged to challenge management to find better ways of doing things. At AMF, we believe in fostering the professional development and personal potential of our diverse workforce.

If you're searching for the next company to call home, AMF Bakery Systems provides a teammate-centered culture with exciting career growth opportunities. We strive to build extraordinary teams by seeking out a wide range of talent, experiences, and diverse backgrounds. Diversity of thought and the collaboration of various life experiences are what drive growth and innovation at AMF.

Position Summary

If you are a passionate technical professional that enjoys interacting with customers and acting as the first line of defense to troubleshoot on the spot, we could have the perfect opportunity for you at AMF Bakery Systems! AMF Bakery Systems is seeking a First Line Technical Service Support Engineer who will support AMF customers while they are experiencing breakdown or other technical issues. The ideal candidate for the role should have a strong customer-centric approach and be empowered to grow the aftermarket parts and service business. The Candidate must be able to work independently in a remote environment and have a passion to develop and share knowledge resources throughout company.

Job Duties Include

• Provide exceptional customer service including, but not limited to, proactive and responsive phone calls, troubleshooting, and researching requests
• Act as the first line to answer all technical support calls within and outside of working hours. Provide end‑user support via remote technologies, remote support app and telephone support and manage ticketing queue, ensuring all tickets are progressed and updated at regular intervals
• Consistent and timely follow up with customers and internal teammates
• Utilize case management to update, reassign, and keep cases up to date
• Utilize online tools, reports, manuals, etc. to problem solve in order to respond to customer support questions and customer care rep questions in a timely manner
• Support Preventative Maintenance Service packages by providing agreed online or phone support
• Analyze service visit reports to ensure recommendations have been executed (including parts sales)
• Support the Service Manager as a backup for daily administrative duties, including but not limited to, scheduling and dispatching field technicians, quoting service visits and inspections, organizing tools and parts for onsite jobs
• Update and process 1st line tickets for team KPI
• Support training program development and implementation; Produce documentation and develop a new knowledge base through the development of articles
• Work with Tech Doc teammates to develop training packages to sell to customers
• Support a culture of safety and maintain zero accident environment and ensure a safe and suitable work environment for self, teammates, and customers
• Travel to customer sites (on rare occasions) for training purposes

Requirements

• Electrotechnical technical expertise and troubleshooting skills
• PLC ladder logic and structured text; PLC and Hardware troubleshooting
• 3 year of minimum experience in Customer technical support solving mechanical, electrical and programming troubleshooting
• Displays exceptional customer service, problem solving, attention to details and workload prioritization
• Ability to pivot quickly and work well under pressure

Qualifications

• Mechanical Engineering or Electrical Engineering degree considered a plus
• Experience in CRM systems; MS Dynamics
• Strong verbal and written communication skills
• Basic compute operations such as internet and email protocols, connectivity, and internet networking
• Bakery maintenance experience considered a plus
• 20% Travel Requirement

Benefits

• AMF Bakery Systems offers a competitive compensation, benefits package, and excellent opportunities for growth throughout our organization globally and within the Markel Food Group

Salary: $35.00 - $38.00 per hour