The mission of the Technical Support Specialist (TSS) is to oversee the technical operations for the US team. The TSS is responsible for ensuring all machinery and equipment is operating and maintained properly acting as second-line support for our Customer Success Specialist (CSS) team which may involve troubleshooting and fixing bars in-store or leveraging third-party vendors to perform maintenance and repairs. This role will work closely with the HQ technical team to solve more difficult issues. The TSS will also be responsible for managing spare parts inventory, equipment warranty claims, and testing/launching new hardware and software updates.
MAIN RESPONSIBILITIES
Support Customer Success team as second-line support to ensure all bars are operating properly
Address technical support requests from customers and Customer Success team, determine the nature and severity of the issue, and escalate to the appropriate team as needed
Complete refurbishment, repairs, and maintenance as needed
Provide technical training and guidance to employees as needed to ensure they can effectively use and troubleshoot the company's products and systems
Set up and manage third-party vendor relationships for maintenance and repairs
Manage spare parts and supplies ordering and inventory across all markets
Manage warranty claims process in coordination with HQ and accounting team
Coordinate with HQ for third-line support
Testing and launching new hardware and software updates and functionality in collaboration with HQ
Track any technical and temperature alarms
Monitor and analyze technical support data to identify trends, inefficiencies, and areas for improvement
Participate in the development and implementation of technical support policies, procedures, and processes to ensure the efficient and effective delivery of technical support services
PROFILE AND SKILLS
Strong troubleshooting and problem-solving skills
Attention to detail and organized
Handy and curious to learn
General knowledge of equipment and ability to execute simple repairs and preventative maintenance
Experience onboarding and managing third-party vendors
Experience managing supplies/parts order forecasts and inventory
This role will require 50%+ travel in local and other markets
Seniority level
Associate
Employment type
Full-time
Job function
Engineering, Customer Service, and Product Management
Industries
Appliances, Electrical, and Electronics Manufacturing and Food and Beverage Manufacturing
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