Commercial Service Technical Support Specialist

Located in SW Cedar Rapids, ACP, Inc. is a division of Welbilt, an Ali Group Company, and since 1969, has been a leader in manufacturing and designing commercial high-speed and microwave ovens used in some of your favorite restaurants. We are seeking aCommercial Service Technical Support Specialistto support service delivery-related goals and activities in this developmental role with an initial focus on ComServ customer support and technical initiatives, with the opportunity to cross-train and progress into a more technical focused role within our technical support or field service delivery team. Key Accountabilities Include: Effectively and promptly troubleshoot and resolve customer high-speed or commercial oven product issues through inbound/outbound calls and emails. If resolution requires dispatching service, schedule service as required, communicate service delivery schedule to the customer, and follow-up with servicers to insure prompt resolution. Prescreen calls to improve resolution time. While delivering outstanding service, accurately represent and demonstrate a thorough knowledge of ACP policies, procedures and products. Provide use and care instructions, operational assistance and other product related information to customers upon request. Support emergency part needs for service delivery. Ensure a high-quality level of interaction with independent service agents globally which is critical to the continuation of developing a highly competent service network, reducing warranty costs and improving end user satisfaction with their equipment ownership experience. Meet or exceed base call center productivity and quality standards. Maintain database with current customer and product actions, history and follow-up, as well as complete and submit all related reports and documentation.Requirements/Position Competencies: HS diploma or equivalent required. Vocational/technical degree or certification in an engineering or technical related field not required, but a plus. Previous customer service experience required; technical customer service-related training or experience a plus. Excellent customer relations skills are essential, that display tact, diplomacy and the ability to negotiate effectively. Ability to communicate effectively, independently organize and prioritize departmental needs. Research skills to troubleshoot customer problems. PC proficiency to include MS Office, Outlook and other applications specific to the ComServ group. Knowledge and/or experience in the commercial food service industry a plus. Previous field service technician background beneficial but not required. Bilingual or multilingual skills a plus. As this is a developmental role, candidate should have the desire and aptitude to support the service delivery team in a more technical role, as positions become available, which would include providing technical support to end users and service technicians; assisting with development of product, transition to production and after-market support; service training; and providing resolution of service and quality issues.ACP, Inc. offers an excellent compensation and benefits package and the opportunity to work for an established company with a talented workforce that is committed to delivering innovative products to the food service industry. Click apply now to email your resume today! recblid ve6oqlmocsc3eyre332zpe7x8yatnb