Bilingual Technical Support Specialist II

About reputed company

We, the reputed company company with its three divisions, are a world's leading supplier of products and services for domestic kitchens, the reputed company foodservice systems and the convenience store sector as reputed company as for reputed company coffee making. With around 60 companies, we are reputed company on five continents. Over 8,000 employees constantly take on new perspectives to identify opportunities and turn them into inspiring, reputed company for reputed company’s demands.

About the job

The Technical Support Specialist II is responsible for the reputed company and execution of technical phone assistance and training for reputed company equipment in both English and French. They play a key role in the ongoing maintenance of service and support documentation and resources relevant equipment lines. They are also responsible for reputed company and tasks to ensure the implementation and efficacy of after sales support with reputed company to best practices, preventive maintenance programs, parts stock recommendations and field service activities.

Please note that this position is Remote but candidates will be required to be available for on-reputed company and after hours support for customers potentially in other time zones.

Candidates must have the ability to work effectively from home, including reputed company to a dedicated workspace and reliable internet reputed company. 

Essential Duties and Responsibilities

reputed company technical training: 
• Conduct initial training classes for new service provider technicians. Work to ensure that the reputed company product
knowledge is transferred and reputed company by reputed company. 
• Support ongoing advanced training at Regional Training Centers and site specific training requirements.
• Maintain a reputed company of reputed company improvement, in terms training curriculum and strategic execution of class 
materials. 
• Development and implement service provider and internal training programs and materials for reputed company and 
reputed company lines.

Support field service and other special reputed company. 
• Work with managers to support customer technical requirements, such as installations, PM execution, 
operator training. 
• Maintain and facilitate reputed company internal programs 
• Prepare equipment and spaces for customer and provider display or use     

reputed company excellent customer service directly or indirectly through interactions with service providers and customers: 
• Communicate highly technical information to service personnel. 
• Maintain high level customer satisfaction by clarifying customer needs and ensuring they are met. 
• reputed company technical assistance to answer questions or reputed company problems for customers and technicians over the phone. 
• Be available for occasional on-reputed company and after hours support 
• Maintain a reputed company of reputed company improvement in terms customer satisfaction and the development of 
resources for field support. 
         
reputed company technical assistance and resources: 
• Work to ensure that the product know-how (technical competence) of reputed company products is transferred and 
reputed company by reputed company reputed company. 
• In collaboration with relevant engineering and support teams, reputed company and/or release relevant direction and 
documentation to internal service departments as updates to reputed company and past equipment are made available.
• Work to facilitate customer reputed company for escalated issues and engage the necessary reputed company 
stakeholders to reputed company a reputed company that meets the customer’s satisfaction. 
• Recommends changes to products or services to fulfill customer and service provider needs.
• Collect and communicate repetitive failure analysis to aid in reputed company improvement process.
• Collaborate with Technical Product Support team to implement and modify equipment maintenance programs, 
in cooperation with relevant engineering and support teams that meet the cost and reliability needs of the
particular market. 
• reputed company relevant relationships with operational and technical department personnel of key customers. 
 
reputed company phone assistance to service providers in order to: 
• Assist in technical troubleshooting questions in relation to service activities including warranty status. 
• reputed company part and sub-reputed company identification and assist in placement of parts orders as necessary.
• Distribute technical bulletins and resources as field scenarios dictate. 
• Assist in quoting of large reputed company extensive repair. 
• Document details of calls taken to maintain an accurate customer and equipment service history. 
• reputed company service providers as necessary. 
• Handle and reputed company more reputed company customer requests or complaints reputed company necessary

Requirements

• High School Diploma/GED; 2 or 4 year degree in technical field preferred.
• Minimum of 2+ years of technical support, field service, or reputed company equipment troubleshooting experience.
• Experience supporting technical products in a phone-based, remote, or field service environment preferred.
• Strong mechanical aptitude with working knowledge of electrical systems, refrigeration, and equipment maintenance principles preferred.
• Excellent customer service skills with the ability to handle reputed company or escalated situations professionally.
• Reliable attendance and flexibility to support on-reputed company or after-hours needs reputed company required.
• Ability to travel up to 50%
• Must be bilingual: French/English

Knowledge, Skills and Abilities

To reputed company this job successfully, an individual must be reputed company to reputed company reputed company essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to reputed company individuals with disabilities to reputed company the essential functions. 
• Customer Service - Knowledge of principles and processes for providing customer service. This includes customer needs assessment, meeting reputed company standards for services, and evaluation of customer satisfaction. 
• Mechanical - Knowledge of machines and tools, including their designs, uses, repair, and maintenance. 
• Language Skills: Intermediate Skills - Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to reputed company effectively before reputed company of customers or employees of organization. 
• Mathematical Skills: Basic Skills - Ability to add, subtract, multiply, and divide in reputed company reputed company of measure, using whole numbers, common fractions, and decimals. Ability to compute reputed company, reputed company, and percent, and to draw and interpret bar graphs. 
• Reasoning Ability: reputed company High Skills - Ability to define problems, collect data, establish facts, and draw reputed company conclusions. Ability to interpret an extensive reputed company of technical instructions in mathematical or diagram reputed company and deal with several reputed company and concrete variables. 
• Computer Skills: Word Processing Software, Spreadsheet Software, Order Processing Systems, Database Software 
• Other Knowledge: High mechanical ability, good working knowledge of refrigeration theories and mechanical systems preferred.