Field Support Center Specialist

When it comes to intelligent kitchen equipment and digital products, the RATIONAL Group is the global market and technology leader. Now its 2,700-some employees around the world need help. They need someone with brains, tenacity, and enthusiasm. Someone like you.

The FSCS’s primary responsibility is to perform technical support to RATIONAL USA’s service partners, via phone, email or other means of communication. The FSCS must be able to effectively communicate, both verbally and in writing, technical details concerning RATIONAL USA equipment, accessories, consumables, and spare parts to support customers, internal staff, and our business partners.  The FSCS will carry out technical support in accordance with the organization’s policies and applicable laws. The FSCS is a link for all service needs from the sales organization and customer care team.

ESSENTIAL RESPONSIBILITIES:

Field Support Center

• Address complaints and resolve problems in a timely manner ensuring that the appropriate Service Partner is providing our customers professional and world-class service.
• Answer calls and respond to emails professionally and in a timely manner, using the RATIONAL standard systems and processes
• Document call information according to standard operating procedures
• Handle customer inquiries both telephonically and by email
• Research required information using available resources
• Manage and resolve customer complaints
• Follow up customer calls where necessary
• Provide customers and colleagues with product and service information
• Enter/update new customer/caller information into CRM system
• Identify and escalate priority issues
• Route calls to appropriate resource
• After Hours Hotline support – if needed by business.

Sales Support:

• Responsible for supporting sales process including End Users, Equipment Dealers, Manufacturers Representatives, Sales Managers and the Sales Directors, etc.

In-House Equipment Support:

• Perform necessary tasks to ensure that the company’s owned inventory is operational and is available for sale or used in training.

QUALIFICATIONS: 

The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE:

• Associates/Bachelor’s degree in Electronics from an accredited college or university; or equivalent combination of education and relevant experience. 3-phase power, gas experience, electronics technology troubleshooting background is essential.

LANGUAGE SKILLS:

• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Ability to write reports, business correspondence, and procedure manuals.

PHYSICAL DEMANDS: 

• 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 talk or hear, frequently required to sit, stand, walk, use hand to finger, handle or feel, and reach with hands and arms.
• The employee must occasionally lift and/or move up to 50 pounds.
• Specific vision abilities required, include close vision, distance vision, and ability to adjust focus.
• Might require rare ground and/or air travel, including local and distance destinations and possible continuous overnight stays.

Our benefits:

• Health insurance Day 1, 401(k) Match
• Half-day Summer Fridays with up to 31 days off in each year of employment
• Company Bistro with food available free for employees
• Reimbursement for Health Club memberships, AAA, and Costco or Sam's Club
• Discounted prices on entertainment, travel, and leisure activities
• All-Company Kickoff event, company summer BBQ
• Opportunities for further internal and external development
• Opportunity for profit-sharing type of financial benefits

What counts for us are your qualifications – regardless of age, gender, disability, sexual orientation/identity or social, ethnic, or religious backgrounds. We welcome applications from all people with diverse backgrounds.

If you have any questions, please contact Jeff Romanek at j.romanek@rational-online.com.