Service Advisor-Tier 2

The Wittern Group; Des Moines (IA); On-site; USD 42,000 - 64,000; Full time

Job summary

The Wittern Group is seeking a Service Advisor in Des Moines, IA to troubleshoot machine issues by phone, perform local service calls, and lead service schools. This role supports repairs, parts orders, and coordination with OEM vendors to ensure smooth service operations.

Ideal candidates have 2+ years in technical support or customer service, a background in industrial electronics, and strong communication and organizational skills. Local travel for service calls is expected.

Qualifications

• Experience in technical support or customer service.
• Strong analytical and problem-solving skills.
• Excellent written and verbal communication skills.
• Familiarity with CRM systems, ticketing platforms, and remote diagnostic tools.
• Ability to work independently and manage multiple priorities.

Responsibilities

• Troubleshoot over the phone and advise customers how to repair machines.
• Make service calls and repair machines in the local area.
• Teach service schools on our equipment.
• Answer phone and help customers with repair problems.
• Set up service schools.
• Take parts orders.
• Coordinate service classes and other services with OEM vendors.
• Help in repair department.
• Assist sales groups with customer appreciation days.
• Assist with year-end inventory.

Skills

Computer skills

Data entry accuracy

Math ability

Communication skills

Organizational skills

Knowledge of machines

Electronics knowledge

Education

AAS degree in Industrial Electronics

Tools

CRM systems

Ticketing platforms

Remote diagnostic tools

Job description

Brief Description

The Service Advisor position will:

Troubleshoot over the phone and advice customers how to repair machines. Make service calls and repair machines in the local area. Teach service schools on our equipment.

Duties And Responsibilities

• Answer phone and help customers with repair problems
• Set up service schools
• Resolve service entity problems
• Take parts orders
• Help parts department resolve parts problems
• Run service schools in local area
• Keep records of specially coded keys
• Coordinate service classes and other services with OEM Vendors
• Help in repair department
• Help sales groups with customer appreciation days
• Help with inventory at year end
• Special projects as needed

Knowledge And Skills

• Computer skills
• Data Entry Requirement: 3000-3500 keystrokes per hour, with 80% accuracy
• Math ability
• Good communication skills, verbal and written
• Good organizational skills
• Knowledge of our machines
• Working knowledge of electronics

Physical Requirements

• Ability to lift boxes from post office/paper for printer
• Ability to do service calls

Education And Work Experience

• AAS degree in Industrial Electronics

General

The above is intended to describe the general content of and requirements for performing this job. It is not an exhaustive statement of duties, responsibilities, or requirements. This description does not preclude the supervising authority from adding or changing duties or responsibilities as required to meet the company’s needs.

Requirements

• 2+ years of experience in technical support or customer service, preferably in vending or appliance repair.
• Strong analytical and problem-solving skills.
• Excellent written and verbal communication skills.
• Familiarity with CRM systems, ticketing platforms, and remote diagnostic tools.
• Ability to work independently and manage multiple priorities.

Summary

Vendnet is seeking a detail-oriented and technically proficient Tier 2 Support Specialist to join our service team. This role serves as a critical escalation point for frontline support, handling complex customer issues and contributing to continuous improvement initiatives. The ideal candidate will possess strong troubleshooting skills, excellent communication abilities, and a passion for delivering high-quality support.