Technical Support Specialist - Commercial ovens

Company overview:

UNOX, Inc. - Our beautiful 50,000 sq./ft. U.S. Headquarters & sales, service, and distribution center is located outside of Charlotte, NC.

For those that are driven by the taste of building success, Unox provides oven based technologies, services and experiences that are inspired by Inventive Simplification and driven by the Pursuit of Perfection.

Founded in 1990, Unox has over the years become the leading Italian manufacturer of professional ovens, combining the expertise of thousands of cooking professionals from all over the world with its technical knowledge, specific industrial skills and every-day passion and dedication.

Job description:

Member of service team responsible for managing activities and processes in a manner consistent with UNOX, Inc.’s philosophy, goals, and objectives. The primary responsibility of this position is to assist in the efficient resolution of customer after sales support needs. The majority of this positions time will be focused on activities that assist in the development and support of UNOX service agents in their assigned territories. This individual will have the responsibility to respond to telephone calls, email, and web requests for technical support. The Technical Support Specialist must be able to effectively communicate, both verbally and in writing, technical details concerning UNOX equipment, accessories, consumables, and spare parts to support customers, internal staff, and our business partners. The Technical Support Specialist will carry out technical support activities in a professional manner in accordance with the organization’s policies and applicable laws. Qualified candidates for this position must have a passion for excellence, outstanding communication and organizational skills, as well as the ability to readily build relationships over the phone. Additionally, a qualified candidate must be quality focused, an effective team player and be motivated to outperform in this position to achieve a rewarding career within the organization.

Duties and Responsibilities:

Hotline Support:

• Hotline support - Daily when in office.
• Dispatch Breakdown Service
• Dispatch Installations
• Follow-up on dispatched service to ensure timely completion
• After Hours Hotline support – Technical Support Specialist performs after hours hotline support approximately one week per month.

Service Process Management:

• Assist service team with managing and developing Service Agents throughout all regions.
• Assist in planning and achievement of the UNOX service team goals and objectives.
• Provide communication back to UNOX Service Agents on their performance to ensure they can take the appropriate action in meeting the needs of our customers.

• Address complaints and resolve problems in a timely manner ensuring that the appropriate Service Agent is providing our customers professional service.

• Some travel is required.

In-House Equipment Support:

• Perform necessary tasks to ensure company’s owned inventory is operational and is available for sale or used in training.

• Warranty Administration:
• Warranty Service Authorization
• Service Agent Warranty Invoice Approvals

In-House/Field Training:

• Registration of participants
• Hotel reservations made and confirmations sent to students
• Organize Training Materials and set-up training room
• Organize Morning Coffee, Snacks, Drinks and Lunch
• Create training certificates and ID badges

End user surveys:

• Contact sufficient number of end users to fulfill the completed surveys requirement
• Report results to Director of Service

Other Duties:

• Perform other duties as assigned.

Qualifications:

Education and/or Experience:

• Associates/Bachelor’s degree in Electronics from an accredited college or university; or equivalent combination of education and relevant experience. 3-phase power, electronics technology troubleshooting background is essential, gas experience a plus.

Language Skills:

• Ability to effectively communicate information and respond to questions from customers UNOX team members, and business partners.

• Ability to read, analyzes, and interprets general business periodicals, professional journals, technical procedures, or governmental regulations.

• Ability to write reports, business correspondence, and procedure manuals.

Mathematical Skills:

• Ability to calculate figures and amounts such as discounts. Ability to work with and calculate common technical measurements (e.g. AC/DC Volts, Hz, Amp, Ohm, air pressure, water pressure, gas pressure, measurements in English and Metric, etc.)

Reasoning Ability:

• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.

• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Job Type: Full-time

Pay: $50,000.00 - $60,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Health savings account
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday
• On call

COVID-19 considerations:
Everyone is required to wear a mask while inside UNOX Inc.

Education:

• Bachelor's (Preferred)

Work Location: One location