Support Engineer

WHAT ARE YOU GOING TO DO

In this role you will be providing remote and on-site support for Voortman USA, resolving technical issues, maintaining customer records, and delivering regular reports.

• Accountable for answering high volume of calls from customers or field staff requesting technical support

• Prioritizes service delivery by actively listening to customers or field staff issues and provides helpful guidance to work toward a resolution

• Responds to and archives incoming emails

• Investigates machine malfunctions while gathering information to share with the Engineering Department for continuous improvement of customer experience

• Provides remote online customer support via third-party web-based software applications such as but not limited to TeamViewer, Microsoft Teams, and similar platforms

• Creates, updates, and distributes required status reports

• Ensures accurate and timely updating of customer information in SalesForce

• Completes reports on a weekly basis

• Conducts regular meetings and occasional site visits with customers to assess their continued challenges, address any additional concerns, and provide tailored solutions to solve their problems

• Provides feedback from customers to internal stakeholders to drive product improvements and enhancements Additional duties as assigned by management

WHAT WE ASK

• A valid driver's license, passport, and the ability for international travel required

• High school diploma or equivalent needed

• Must be able to read electrical, hydraulic, and mechanical drawing or manuals

• Strong problem-solving abilities to analyze potentially complex issues, identify solutions, and implement them effectively

• Preferred: A driven, customer-centric mindset with professional experience working in the computerized numerical control (CNC) machinery industry at a minimum two years required

• Must have excellent communication ability including being able to speak, read, and write the English language to interact effectively with internal and external customers mandatory

• Computer proficiency (i.e., Microsoft Office – Word, Excel and Outlook, Teams, etc.) at least two years

• Must be able to work in a sometimes noisy, collaborative team environment

• Experience using SalesForce application a plus