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From troubleshooting in the field to solving challenges from anywhere—bring your expertise to the next level as a Support Specialist!

For our location in Richmond, VA we are looking for a

Technical Support Specialist II - FoodPro

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We are seeking an experienced Product Support Specialist with expertise in food processing equipment to join our on-site training department. As a 2nd Level Support Specialist, you will play a key role in delivering remote product support to our valued customers and technicians. Working alongside a skilled team of support specialists and dispatchers, you will troubleshoot equipment and manage parts inquiries, all while ensuring the highest customer satisfaction. This role also offers ample opportunities for professional growth and development. 

Your tasks

• Assist customers and field technicians in diagnosing and resolving issues related to food processing equipment.
• Provide technical support via phone, chat, or email to resolve ticket issues promptly.
• Document all service calls, troubleshooting steps, and repairs in detailed service reports.
• Utilize diagnostic tools and software to identify problems and recommend appropriate solutions.
• Recommend spare parts, tools, and other resources necessary for effective maintenance.
• Follow up on service calls to ensure customer satisfaction and identify additional support needs.
• Educate customers and technicians on safety best practices related to machinery operation and maintenance.
• Develop and deliver training programs and materials tailored to customer needs.
• Stay current with the latest developments in machinery and industry best practices through ongoing training and education.
• Provide regular reports to management on support activities, joint issues, and areas for improvement.
• Gather feedback from customers and field technicians regarding machinery performance and relay this information to the product development team for continuous improvement.

Your benefits

• Full-time employment with a competitive salary
• Health insurance (medical, dental, vision) effective at 30 days.
• 401k eligibility after 60 days up to 3.5% company match
• Paid vacation and PTO
• Short/Long Term Disability
• Life Insurance
• Flex Spending and Health Savings accounts
• Employee assistance programs
• Basic and advanced training courses on all equipment you are expected to assist customers and technicians.
• Ongoing training on newly released equipment to increase your knowledge base.
• Part of an experienced and professional team.
• A broad spectrum of exciting tasks and plenty of personal development potential within a successful international company.
• Support and work on the industry's latest and most advanced technology.

Your profile

• Degree in Mechanical Engineering, Electrical Engineering, or a related technical field.
• Familiarity with diagnostic software and other relevant technical tools.
• Strong Understanding of food processing equipment's mechanical, electrical, and software components.
• Physical ability to work in environments with heavy machinery may involve lifting up to 50 lbs.
• Hands-on experience working directly with food processing equipment, either in a support role, maintenance, or operation
• Ability to interpret technical manuals and schematics.
• Proficiency in using diagnostic tools and software for troubleshooting mechanical and electrical issues.
• Knowledge of repair techniques and familiarity with parts management.
• Proficient with various food processing machines, including slicers, conveyors, and packaging equipment.
• Ability to create and interpret technical documentation, including service bulletins, manuals, and reports.
• Experience working in cross-functional teams, including engineers, IT professionals, and end-users.
• Excellent verbal and written communication skills for interacting with clients, team members, and other stakeholders.
• Strong customer service skills, with the ability to explain complex technical concepts to non-technical users.