Technical Services Specialist

Responsibilities

• Troubleshoot Bevi machines, including non-routine failures without documented guidance, via phone and email.
• Provide guidance on installations, preventative maintenance, warranties, contract questions, and system usage.
• Assess troubleshooting processes and recommend continuous improvements that enhance the customer experience.
• Support inbound sales inquiries and route qualified leads to the appropriate internal team.
• Communicate opportunity areas, ticket trends, and process feedback to internal stakeholders and engineering teams.
• Initiate RMAs for parts processed by Quality Engineers.
• Schedule proactive and reactive service calls across the country.
• Identify customer opportunities such as flavor changes, maintenance improvements, service enhancements, new products, and competitive offerings.
• Manage calls, emails, tickets, escalations, and internal stakeholder collaboration with urgency and thoroughness.

Requirements

• Ability to work a consistent schedule of 11:00 a.m.–7:00 p.m. CT / 12:00 p.m.–8:00 p.m. ET.
• Ability to learn and understand hardware and software systems for effective troubleshooting.
• Strong independent judgment and decision-making skills.
• Ability to multitask across calls, emails, tickets, team support, escalations, and process-improvement work.
• Exceptional verbal customer-support skills and strong written communication.
• Strong ticket-management and throughput focus.
• Positive attitude and willingness to exceed customer expectations.

Nice to Have

• Experience with CRM or ticketing systems such as Zendesk, Salesforce, or NetSuite.

Compensation and Benefits

• Annual salary range: $55,505–$68,565 USD.
• Stock options for all employees.
• Full-time benefits include medical, dental, and vision insurance; 401(k) match; flexible PTO; paid holidays and sick leave; paid parental leave; employer-paid disability and life insurance; wellness and fitness reimbursements; and cell phone and commuting stipends.