JOB OVERVIEW:

Field Service Representative – AFH (Away From Home) Appliances
The AFH Field Service Representative will be responsible for providing comprehensive technical
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.

• Prioritize phone, email, and chat inquires from customers, and ensure timely documentation of issues and actions

via Service ticket support system

• Support new brewer launches by traveling extensively to KADs and potentially large end customers to lead training

programs on brewer servicing and maintenance

• 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

team

• 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