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Marra Forni · 4 months ago

Technical Support Specialist – Restaurant Equipment

Elkridge,MD,US

Full-time

Onsite

Mid Level

3+ years exp

Marra Forni is a company specializing in restaurant equipment, and they are seeking a Technical Support Specialist to act as the primary point of contact for technical assistance. This role involves diagnosing and resolving issues related to commercial ovens and ensuring customer satisfaction through expert support and prompt problem resolution.

Food and BeverageReal Estate

Responsibilities

Provide technical support via phone, email, and video conferencing for Marra Forni commercial ovens and equipment

Troubleshoot mechanical, electrical, and control system issues, guiding end users and field technicians through resolution steps

Document support calls, service issues, and solutions in the CRM system for tracking and quality purposes

Coordinate with internal teams (Engineering, Production, Sales) to provide accurate information and resolve recurring issues

Assist in creating and maintaining technical documentation, FAQs, and troubleshooting guides

Train customers and service partners on proper installation, operation, and maintenance of Marra Forni products

Support warranty claims processing and escalate complex technical issues when needed

Monitor and follow up on open support cases to ensure timely resolution and customer satisfaction

Qualification

Technical support experienceCommercial kitchen equipmentMechanical systems knowledgeElectrical controls knowledgeCRM proficiencyProblem-solving skillsCFESA certificationMicrosoft Office proficiencyBilingual (English/Spanish)Bilingual (English/Italian)Time management