Technical Training Specialist - Field

Vixxo is seeking a Full-Time Technical Training Specialist - Coffee Equipment. · Position Summary · This position supports our internal technicians (techs) and external service providers (SPs) by providing equipment-specific troubleshooting, ensuring non-functional equipment is m ...

Job description

Vixxo is seeking a Full-Time Technical Training Specialist - Coffee Equipment.

Position Summary

This position supports our internal technicians (techs) and external service providers (SPs) by providing equipment-specific troubleshooting, ensuring non-functional equipment is made operable to maximize client asset uptime.

Troubleshooting with techs or SPs will take place in real time and may involve reviewing manuals and diagrams, or simultaneous interaction with equipment manufacturers.

This position will also support various other internal and external stakeholders and customers. This position must provide exceptional customer service at all times when interacting with internal or external stakeholders or customers.

Essential Duties And Responsibilities

Provide results-driven technical troubleshooting in a customer service-oriented environment, while interacting with SPs, techs, internal customers, manufacturers, and others as assigned.

Build lasting relationships that support the Vixxo cultural beliefs and methodologies.

Coach SPs or techs on a multitude of areas, not limited to best practices as related to SR process, equipment repairs, proper tool and part utilization, etc.

Provide analysis of previously completed work to determine that the correct fix methodology was implemented, repairs were correctly applied, and technician abuse is not present.

May provide analysis to management for presentation to manufacturers on recurring asset issues.
Serve as a technical resource for internal customer service representatives, team leads, directors, project managers, and others as needed.
Interface with end clients at a local, regional, or national level.
Administrative duties as assigned.
Local or out-of-state travel via car or plane as needed.
Other duties may be assigned.

Qualifications And Experience

To perform this job successfully, an individual must satisfactorily perform each essential duty. The requirements listed below represent the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Minimum of 3+ years of field service working with coffee equipment.
Current manufacturer certification with coffee equipment, specifically Schaerer Coffee Equipment
Working knowledge, with a deep understanding, of electrical systems and the ability to follow schematics and diagrams.
Working knowledge, with a deep understanding, of water filtration systems.
Minimum of 3+ years of customer service experience directly related to customer-facing or call center environments.
Intermediate administrative abilities.
Intermediate knowledge and functionality of Microsoft products, including Outlook, Excel, and Word.
Strong understanding of facilities maintenance.

Other Skills And Abilities

Ability to travel upon limited notice; typically, longer than a week's notice, but shorter than 60 days' notice.
Ability to multitask.
Ability to stay organized under pressure.
Ability to be available by phone during peak and non-peak hours.
Ability to understand complex systems and explain to others.
Ability to train, coach, and improve those engaged with.

Education, Certificates, Licenses, Registrations

Education Requirement

High School Diploma or equivalent

Certificate and/or License

Schaerer Coffee equipment certification or expertise is required

Physical Demands

The physical demands described here are representative of those required of an employee to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit for extended periods, use hands for repairs and fine tooling, and operate a computer keyboard and telephone.

The employee is occasionally required to stand, walk, and reach with hands and arms. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The work is primarily performed in customer locations and behind the counters. The noise level in the work environment is usually moderate plus. The technician will need to drive and have a quiet place at home to perform administrative tasks.