Technical Experience Manager na Middleby Coffee Solutions Group LLC

Description

Middleby Coffee Solutions Group, based in Seattle, takes pride in manufacturing the highest quality commercial espresso and super automatic bean-to-cup machines. Our commitment to excellence is reflected in the Synesso and Concordia brand names, each known for distinct qualities that enhance the coffee experience. Synesso, celebrated for exceptional engineering and durability, empowers baristas to create the finest espresso drinks. Concordia, on the other hand, is renowned for speed and efficiency, offering an easy and elevated coffee experience.

Role Summary

As the Technical Experience Manager, you will lead and develop our Concordia and Synesso Technical Support teams. You will be the primary point of contact for customer escalations, technical invoice disputes alongside the Director of Customer Experience and assist trained 3rd party technicians encountering technical issues with our products. You will play a pivotal role in ensuring customer and technician satisfaction by providing efficient resolution to technical problems with our Synesso and Concordia brands of products. This includes all aspects of service requests, including troubleshooting with customers, call dispatching, tech support, diagnosis, and parts order handling.

The duties involve working closely with the Service, Sales, Engineering, and Quality departments to enhance product functionality and ensure customer satisfaction. The preferred candidate will demonstrate strong communication skills, technical expertise, a dedication to delivering outstanding customer service, and strong technical acumen. 

Requirements

Essential Duties and Responsibilities:

· Manage the Technical Support team, including professional development, performance assessment, and travel schedules related to all levels of customer and technician support.

· Creation, automation and measurement of KPI’s built around Technical Support team performance, including process creation, program implementation and continuous improvement of overall responsiveness.

· Drive continuous improvement in response times of Technical Support team for both phone and email customer inquiries.

· Develop and maintain world-class parts handling, order processing and communication structure within the Technical Support team.

· Strike balance between training schedule and customer needs within Technical Support team to ensure appropriate levels of support for both.

· Respond promptly and professionally to customers and/or 3rd party technician inquiries and technical issues via phone, email, or chat.  

· Conduct initial diagnosis of technical issues and assist customers and/or technicians in troubleshooting to identify the causes of operational errors and implement solutions.

· Assist with recommended spare parts and wear parts to existing and new technicians. 

· Maintain meticulous documentation of customer and/or technician interactions, issues, and resolutions to address customer disputes. 

· Analyze trends in customer issues to identify and address potential systemic problems to improve product functionality. 

· Collaborate seamlessly with other service team members and cross-functional teams to resolve customer/service issues, escalations, communicate bugs and contribute to product improvement. 

· Provide service, training, installation, and customer support during field visits, trade shows, demos, or other similar dispatches.  

· Performing hands-on and remote repairs on machines and systems, including comprehensive rebuilds conducted via phone or video communication.

· Contribute alongside the Service Engineer on the creation and upkeep of a comprehensive knowledge base for common technical issues and solutions, including user guides, reference materials, bulletins, FAQs, etc., creating videos and print for the MCSG products for technical purposes. 

· Occasionally, the workload may extend beyond regular business hours, potentially requiring availability during evenings or weekends.

Qualifications: 

· 7+ years of experience in technical troubleshooting and hands on repair.

· Prior experience working in manufacturing, preferably in the coffee industry and/or machinery. 

· Direct management of support-focused employees strongly preferred.

Physical Requirements: 

Capable of lifting and/or moving objects weighing up to 75 lbs. Must be able to sit, stand, stoop, and walk for prolonged periods.

Travel: 

Up to 25% Travel will be required for participation in trade shows, training sessions, and repair assignments.
 

Perks and Benefits

· Extensive 401(k) plan with company matching.

· Generous paid time off 

· 10 paid holidays

· Medical, dental, and vision plans for you and your family.

· Flexible spending accounts (FSA) and health savings account (HSA)

· Paid short-and long-term disability programs.

· Paid Life and accidental death and dismemberment insurance

· Unlimited Free Coffee on site and opportunity to work around people with passion for coffee!

MCSG. is an equal-opportunity employer and is committed to providing a workplace free from harassment and discrimination. We are committed to recruiting, hiring, training, and promoting qualified people of all backgrounds, and make all employment decisions without regard to any protected status.