Customer Service Representative - Technical

The Customer Service Representative - Technical provides front-line troubleshooting and customer support for Vollrath countertop equipment. This role will create an outstanding customer experience by troubleshooting issues, diagnosing problems, and managing warranty service repairs.

ESSENTIAL JOB RESPONSIBILITIES

• Represent Vollrath as the face of the post-sale experience by managing call center and email inquiries.


• Utilize technical skills and training to troubleshoot, diagnose, and resolve equipment issues.


• Responsible for case management including creation of customer file, dispatch of authorized service provider, and placing parts orders as needed.


• Represent the voice of customer by escalating trending service issues to quality


• Responsible for bringing value to the team environment; working with others to complete tasks, projects, and workload in timely manner.


• Exercise empowerment to make decisions which benefits both the business and customer’s needs.


• Maintain high level of technical product knowledge required to support customer warranty questions.


• Demonstrate flexibility and willingness to accept new assignments and actively participate in cross-functional teams.


• Demonstrates willingness to take initiative for own growth and development.


• Other duties as assigned.

SUPERVISORY RESPONSIBILITIES/DIRECT REPORTS

• None.

TRAVEL

• None.

QUALIFICATIONS

• Technical Service call center experience and/or electrical knowledge preferred.


• Bachelor’s Degree in Business, Supply Chain, or related field preferred.  Or equivalent combination of education and experience.


• Demonstrates passion for providing world-class technical support and delivering positive customer experience.


• Ability to work quickly and accurately under pressure.


• Must have superior telephone skills, strong written and verbal communication skills.


• Strong organizational and multi-tasking abilities.


• Strong computer skills including Microsoft Office and experience working with an ERP system.


• Strong technical aptitude (read drawings, understand bill of materials, parts identification).


• Strong teamwork and ability to work well with cross functional teams.

VOLLRATH’S CORE VALUES

Take Ownership: Our intention is to match our actions with our words, building trust with others.  We are united in taking responsibility for the success of Vollrath as a whole.

Treat All People with Respect: Our intention is to recognize the diverse experiences, styles, and backgrounds of others, treating everyone with dignity.  We aim to foster an inclusive culture where all team members can be their authentic selves and feel safe in voicing their perspectives.

Life Beyond Work: Our intention is to care for the well-being of every individual we engage with, understanding them as a whole person.  We strive to keep people mentally and physically safe, sending each person home in a condition to build a fulfilling life beyond work.  We encourage balance, allowing our colleagues to pursue their passions.

Empower Action: Our intention is to create a workplace where every member can thrive in their growth and contributions with excitement, confidence, and psychological safety.  We support each team member with resources and tools to strengthen collaboration and performance.

Commitment to Those Who Count on Us: Our intention is to drive innovation and practical solutions through understanding the needs of our coworkers, customers, owners, and communities.  We are dedicated to proactively addressing those needs and delivering results.