Technical Customer Service Representative
- Burlington, ON
- Permanent
- Full-time
customer support for all Away From Home Customers, with a focus on phone and email support.
This includes live equipment troubleshooting with customers via phone or chat, and comprehensive documentation of customer issues and resolutions via a service ticket system. You will be a product expert on all Keurig Commercial appliances in order to help diagnose issues and ensure brewers are back in service as quickly as possible Other high level responsibilities include providing equipment training programs to both sales and customers, internal technical support to the Sales team, and trade show support.
The AFH Field Service Representative will also work to ensure that new equipment launches are properly supported with training materials, and work cross-functionally with internal project squads as new products are developed. This role will be essential in providing input on serviceability requirements and in supporting the quality component of product launches.What you will do:
- Prioritize phone, email, and chat inquires from customers, and ensure timely documentation of issues and actions
- Support new brewer launches by traveling extensively to KADs and potentially large end customers to lead training
- Aid in the development of new technical content and user manuals related to the setup, maintenance, troubleshooting and ongoing service needs for new Keurig brewer innovation
- Efficiently leverage the team technical portal, and other cloud-based assets for efficient customer support
- Drive continuous improvement of product line through collaboration with Commercial and Product Development
- Provide support for trade shows and customer demonstrations
- Develop new relationships and on-the-job learning experiences working alongside Commercial, Product Management, and Engineering team colleagues
- Benefits, subject to election and eligibility: Medical, Dental, Vision, Disability, Paid Time Off (including paid parental leave, vacation, and sick time), 401k with company match, Tuition Reimbursement, and Mileage Reimbursement
- Annual bonus based on performance and eligibility
- It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
- 3-8 years of experience in equipment service and troubleshooting - experience within the coffee industry a plus
- Experience developing technical training programs and schedules, leading customer trainings and handling
- Experience working in a CRM platform; Oracle Engagement Cloud a plus
- Strong technical, writing, and verbal skills; ability to think critically
- Strong Microsoft Office skills, with a focus in Excel
- Good judgment, understanding when to involve others in the decision-making process
- Highly collaborative and positive mindset
- Ability to work in a fast-paced environment with strong sense of urgency
- High adaptability; Ability to be energized by rapid change and ambiguity
- Ability to travel 30% of time
- Bachelor's Degree preferred