ABOUT US
Empire Bakery Equipment is a leading provider of high-quality bakery equipment and solutions across the US. We are dedicated to helping our customers achieve optimal performance and efficiency in their bakeries. With a focus on innovation and customer satisfaction, we provide exceptional technical support and genuine expertise in the bakery equipment industry.
Job Responsibilities
We are looking for a friendly, well-spoken, customer service-oriented individual to provide post-sales service and technical support for our customers and service technicians. Applicants should be highly organized and detail-oriented with the ability to prioritize incoming tasks.
Your primary responsibilities will include:
Provide prompt and effective technical assistance to customers who require support with their bakery equipment. Answer inquiries, diagnose problems, and offer appropriate solutions via phone, email, or in-person communication. Troubleshoot issues related to ovens, mixers, dough dividers, and other bakery equipment.
Collaborate with a network of third-party maintenance teams to coordinate service requests and ensure timely resolutions for customers. Maintain open lines of communication and provide necessary information to assist external technicians in diagnosing and repairing equipment.
- Diagnostics and Solutions
Analyze customer feedback and equipment performance data to identify recurring issues or potential improvements. Use your technical expertise to diagnose problems accurately and recommend appropriate solutions, including providing detailed instructions or scheduling on-site visits when necessary.
Handle parts sales by assisting customers in identifying and ordering the correct replacement parts for their equipment. Maintain accurate records of parts inventory, update pricing information, and process orders in a timely manner.
- Customer Relationship Management
Build and maintain strong relationships with customers by providing exceptional service and support. Follow up on service requests, ensure customer satisfaction, and address any additional needs or concerns they may have.
Requirements
- Strong troubleshooting and problem-solving skills, with the ability to diagnose and resolve technical issues efficiently.
- Previous experience in a technical support or customer service role, preferably within the bakery equipment industry.
- Excellent communication skills, both verbal and written, with the ability to explain technical concepts to non-technical individuals.
- Proficiency in using computer systems and software applications for order processing and data management.
- Strong organizational skills and attention to detail, with the ability to manage multiple tasks simultaneously.
- A friendly and outgoing personality with a customer-focused mindset and a commitment to delivering exceptional service.
An ideal candidate may have any or all of the following:
- Engineering experience; especially the ability to read and troubleshoot electrical issues from a wiring diagram.
- Knowledge of bakery equipment, such as ovens, mixers, and dough dividers, and their maintenance requirements.
- Gas burner installation, usage and maintenance experience.
Multi-lingual applicants and a working knowledge of Microsoft Office and SalesForce are all a plus.
Salary commensurate with experience.
Job Type: Full-time
Pay: $85,000.00 - $100,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Experience level:
Schedule:
- Monday to Friday
- Weekends as needed
Work setting:
Experience:
- Electrical troubleshooting: 1 year (Preferred)
- Mechanical knowledge: 1 year (Preferred)
Ability to Commute:
- Hicksville, NY 11801 (Required)
Work Location: In person