Remote Technical Support Engineer – Bakery Equipment

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

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.