Technical Service Coordinator at Middleby Coffee Solutions Group LLC

Renton, Washington, United States -

Full Time

Start Date

Immediate

Expiry Date

13 Apr, 26

Salary

0.0

Posted On

13 Jan, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Technical Support, Communication, Interpersonal Skills, Organizational Skills, Multitasking, Troubleshooting, Record Keeping, Problem Solving, Team Player, Detail Oriented, Proactive, Decision Making, Follow Through

Industry

Food and Beverage Services

Description

Description Middleby Coffee Solutions Group, based in Seattle, takes pride in manufacturing the highest quality commercial espresso and super automatic bean-to-cup machines. Our commitment to excellence is reflected in the Synesso and Concordia brand names, each known for distinct qualities that enhance the coffee experience. Synesso, celebrated for exceptional engineering and durability, empowers baristas to create the finest espresso drinks. Concordia, on the other hand, is renowned for speed and efficiency, offering an easy and elevated coffee experience. About the Role: We are seeking a dynamic and dedicated Technical Service Coordinator to join our team. In this role, you will be responsible for facilitating efficient communication and coordination between technical teams, clients, and internal partners. You will play a key role in ensuring timely resolution of technical issues, managing service requests, and providing exceptional customer service. Your energetic approach will help foster positive relationships, coordinate complex programs, and deliver impactful solutions Qualifications: Bachelor's degree in a relevant field or equivalent work experience. Proven experience in a customer service or technical support role. Strong communication and interpersonal skills. Ability to translate technical information into non-technical language. Excellent organizational and multitasking abilities. Key Responsibilities: Act as the primary point of contact for clients regarding technical issues and service requests. Create and maintain accurate and up to date records for all cases. Coordinating with internal teams to provide swift resolutions and follow-ups. Responsibilities: Provide initial troubleshooting support to clients and gather necessary information for technical resolution. Clearly communicate technical information to non-technical clients. Schedule and prioritize service requests. Gather relevant information for issue resolution. Address client inquiries and concerns with accurate record-keeping of all communications. Manage parts orders to ensure daily KPI’s for shipping are met. Relay parts status and tracking, along with following up with customers and the fulfillment department. Escalate customer issues requiring more technical support directly to the technical support team. Monitor the progress of service requests and escalate issues as needed. Work with technical teams to understand the nature of machine failures and site-related issues. Drive SLA compliance with service partners. Nice to Have: Familiarity with helpdesk or service desk software ERP (especially Infor/Syteline) Knowledge Project Management Experience Love of coffee and knowledge of the industry Bi/Multilingual is a plus! Smartsheet experience Microsoft Office (Outlook, Excel, Word) Perks and Benefits: Unlimited, Free Coffee on site and opportunity to work around people with passion for coffee! Generous Paid time off Medical, Dental, Vision 11 Paid Holidays Extensive 401(k) plan with company matching Medical, Dental, Vision insurance Paid for Life insurance, Short- and Long-Term Disability Key Competencies: Customer-focused Strong problem-solving skills Team player Detail-oriented Proactive and able to work under pressure Strong decision making Strong follow-through This job description provides a general overview, and specific duties may vary depending on the organization and industry. MCSG. is an equal opportunity employer and is committed to providing a workplace free from harassment and discrimination. We are committed to recruiting, hiring, training and promoting qualified people of all backgrounds, and making all employment decisions without regard to any protected status.

Responsibilities

The Technical Service Coordinator will act as the primary point of contact for clients regarding technical issues and service requests. They will coordinate with internal teams to ensure timely resolutions and maintain accurate records of all cases.