MANAGED SERVICE REP. - CUSTOMER PROJECT GO 08 12

JOB SUMMARY

Managed Service is establishing an additional call center to manage the service activities for a new customer.  This will include Thermoplan Espresso, BUNN Dual BrewWISE, Grinders and water filtration.  These positions will report directly to the Project Manager for this project. This person responds to customer calls for Bunn Managed Service and performs activities required to fulfill customer requests for equipment installation and service.

 

DUTIES AND RESPONSIBILITIES

 Field customer calls for assistance and service on espresso and hot beverage equipmentResolve customer issues by providing operational and technical troubleshooting assistance via the telephoneDispatch service technicians to customer locations for reactive service, installations, calibrations and preventive maintenanceCreate service orders and document all activities and communications associated with service events in service databaseMonitor dispatched service activities to ensure timely response and problem resolutionAcquire and evaluate pertinent information to determine appropriate corrective actions to resolve customer service issuesContact service providers to acquire cost estimates for service activitiesCommunicate with customers and service providers in a professional manner via telephone, email and in writingParticipate in an after hours, on-call rotation to respond to customer callsBe available to work flexible hours between 6:00 a.m. and 7:00 p.m.Acquire and maintain a working knowledge of beverage equipment operation and functionality Actively promote the Bunn Quality Initiative through participation in Bunn Quality Work GroupsPerform other duties as assigned.

 

QUALIFICATIONS

 

High School diploma or equivalent; two year college degree, vocational training or equivalent experience in customer service;  barista and coffee brewing experience and experience with servicing electrical/mechanical devices, a plus; must display an aptitude and willingness to learn technical troubleshooting information, excellent verbal and written communications skills, strong organizational skills, proficient knowledge of computers including Windows, spreadsheets, databases, and email; highly motivated and goal oriented with a positive attitude; ability to travel.