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Middleby Coffee Solutions Group · 1 day ago

Technical Service Coordinator

Renton, WA

Full-time

Onsite

Entry, Mid Level

Middleby Coffee Solutions Group, based in Seattle, takes pride in manufacturing the highest quality commercial espresso and super automatic bean-to-cup machines. We are seeking a dynamic and dedicated Technical Service Coordinator to facilitate communication and coordination between technical teams, clients, and internal partners, ensuring timely resolution of technical issues and managing service requests.

CoffeeIndustrialManufacturing

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

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

Qualification

Customer service experienceTechnical support experienceHelpdesk software familiarityERP knowledgeSmartsheet experienceMicrosoft Office proficiencyBi/MultilingualProactiveProject management experienceCommunication skillsProblem-solving skillsDetail-orientedTeam player