Customer Support Technician (Commercial Kitchen Equipment)

Job DetailsJob Location: Corporate Headquarters - Carol Stream, IL 60188Position Type: Full TimeEducation Level: H.S. Diploma or G.E.D and/or AssociatesSalary Range: $63,494.00 - $79,369.00 SalaryTravel Percentage: Up to 25%Job Shift: M-F 8am-4:30pm Job Category: Technical ServicesAre you an electro-mechanical savvy representative? Do you have a knack for troubleshooting and working with your hands? Is talking on the phone and offering the most excellent customer service your passion? If this describes your expertise, please join the technical service team in Carol Stream! Position Summary: Partner with Team Leader(s) to make our customers successful by embracing AJA’s Vision. Under the general direction of Team Leader is responsible for providing technical/customer support to customers and service agencies. Essential Role Responsibilities:   Troubleshoots equipment operational, electrical and mechanical problems over the phone. Partners with department team members to complete projects and resolve various customer service related issues. Reviews and processes warranty claims, runs warranty reports, and communicates concerns as necessary. Prepares and reviews technical support documentation. Provides repair services on A.J Antunes equipment in-house, local and Worldwide as needed Acts as a liaison between departments to communicate and disseminate all relevant information (i.e. changes or updates and pro-actively seeks cost effective solutions to meet customer needs. Follows-up with customers and partners with technical service team to accurately identify customer equipment issues, prepares remediation plans and provides solutions for correction. Ensures effective communication is maintained with all Team Leaders/Members, and adheres to safety policies and procedures. Provides technical and operational training to internal and external customers. Assists with customer service calls including but not limited to, identifying part numbers for service parts equipment. Maintains clean and functional work stations, and troubleshoots equipment as necessary. Performs other related duties as assigned by Team Leader(s). QualificationsEssential Skills & Role qualifications: Excellent technical and functional skills. Ability to troubleshot/Electro-mechanical equipment 1-2 years related experience in customer support or technical service Must be able to professionally communicate with internal/external customers and address complaints, settle disputes, resolve grievances and conflicts. Must work well independently and make sound business decisions. Proficient with Microsoft Office (Word, Excel, Outlook) required. Essential Education & Experience: Minimum High School Diploma and/ or G.E.D (Required) Associate’s degree in Electronics or equivalent (Preferred) Travel 30% of time After hours support (4:30 pm to 8:00 am) – 20% of time   Benefits Health Insurance: Comprehensive medical, dental, and vision coverage. Retirement Plans: 401(k) plan with company match to help you plan for your future. Employee Wellness Programs: Access to wellness programs, onsite gym, Employee Assistance Program (EAP). Life Insurance: Basic and supplemental life insurance options. Disability Insurance: Short- and long-term disability coverage. Paid Time Off (PTO).   Work Conditions & Safety Physical Demands and Work Environment: The physical demands and work environment characteristics listed here are representative of those that must be met by a Team Member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Physical Requirements: Ability to sit for up to 6-8 hours Must be able to lift/push/pull/carry up to 70 pounds with assistance Work Conditions are normal for an office and manufacturing environment Work environment requires the use of safety equipment to include but not limited to: eye safety goggles, steel toe shoes/boots, and hearing protections while on the manufacturing floor