Customer Support Engineer
- Compensation
- Not disclosed
- Location
- Richmond, VA, US
- Work setup
- Not specified
- Seniority
- Not specified
- Employment
- Not specified
- Experience
- 3+ years
- Category
- Support
- Posted
Skills
Must have
- Electrotechnical technical expertise and troubleshooting skills
- PLC ladder logic and structured text; PLC and Hardware troubleshooting
- 3 year of minimum experience in Customer technical support solving mechanical, electrical and programming troubleshooting
- Displays exceptional customer service, problem solving, attention to details and workload prioritization
- Ability to pivot quickly and work well under pressure
- Mechanical Engineering or Electrical Engineering degree considered a plus
- Experience in CRM systems; MS Dynamics
- Strong verbal and written communication skills
- Basic compute operations such as internet and email protocols, connectivity, and internet networking
- Bakery maintenance experience considered a plus
- 20% Travel Requirement
Full description
About AMF BakeryWE RISE TOGETHER!
At AMF, we are dedicated to working alongside our customers to produce better food for families around the world while creating better lives for our teammates, families, customers, and communities.
AMF Bakery Systems is the world's largest manufacturer of high-speed bakery equipment. We provide complete automated bakery solutions for numerous categories, including Soft Bread and roll, Artisan Bread and roll, Cake and Pie, Pizza and Flatbread and Pastry and Croissant. AMF is part of the Markel Food Groups, the leading equipment supplier to food manufactures around the world.
Our culture is built on teamwork, integrity, continuous improvement, and shared success. We value diverse perspectives, collaboration, and professional growth, and we encourage our teammates to share ideas, challenge the status quo, and find better ways to work together.
If you're searching for the next company to call home, AMF Bakery Systems provides a teammate-centered culture with exciting career growth opportunities. We strive to build extraordinary teams by seeking out a wide range of talent, experiences, and diverse backgrounds. Diversity of thought and the collaboration of various life experiences are what drive growth and innovation at AMF.
Position Summary
If you are a passionate technical professional that enjoys interacting with customers and acting as the first line of defense to troubleshoot on the spot, we could have the perfect opportunity for you at AMF Bakery Systems!
AMF Bakery Systems is seeking a First Line Technical Service Support Engineer who will support AMF customers while they are experiencing breakdown or other technical issues. The ideal candidate for the role should have a strong customer-centric approach and be empowered to grow the aftermarket parts and service business. The Candidate must be able to work independently in a remote environment and have a passion to develop and share knowledge resources throughout company.
Job Duties Include:
- Provide exceptional customer service including, but not limited to, proactive and responsive phone calls, troubleshooting, and researching requests
- Act as the first line to answer all technical support calls within and outside of working hours. Provide end-user support via remote technologies, remote support app and telephone support and manage ticketing queue, ensuring all tickets are progressed and updated at regular intervals
- Consistent and timely follow up with customers and internal teammates
- Utilize case management to update, reassign, and keep cases up to date
- Utilize online tools, reports, manuals, etc. to problem solve in order to respond to customer support questions and customer care rep questions in a timely manner