JOB PROFILE: Specialist II, Technical Services Business Title: Specialist II, Technical Services
Location: Wausau, WI
Sub-Function Description: Act as liaison between the company sales team, engineering and clients, providing information, service, maintenance, and repairs related to purchased equipment.
Organizational Impact: The Technical Services Specialist is responsible for supporting the marketing and customer service efforts of CFS Brands by providing additional support and resources for product questions and other marketing-related activities. The Technical Services Specialist will research and answer questions, via phone and email, from customer service, sales, and other departments related to product specifications and questions. This position works closely with the Product Managers, Engineering, and Sales teams to provide resources and resolve problems. As a first line resource the Technical Services Specialist will escalate the problem to the second-tier support (Product Manager or Engineering) if unable to resolve the issue. The Technical Services Specialist will be responsible for logging and tracking questions and for follow-up with the Web Content Specialist and Marketing Communications Manager for posting of the technical product specs on the rep web site.
Position Type: Full-time, Exempt
Knowledge & Experience: The person in this position must be proficient in Word, Excel, and Outlook. The position requires strong telephone and interpersonal skills. Must be extremely detailed oriented with excellent written and verbal communication skills. The person in this position must be a creative problem solver with the ability to gather, analyze, and interpret information to recommend possible solutions and must possess effective project and time management skills, with the ability to balance multiple projects simultaneously in a fast-paced team environment. Solid understanding of electrical components, refrigeration, and extensive wring experience. A customer service background is an asset.
Essential Functions Accountabilities Performance Measures - Learn CFS Brands extensive equipment offering.
- Carry out routine logging, tracking, and approving billing for service issues.
- Identify, advise, and resolve end user/customer technical issues with product via phone, email or other medium.
- Set up service calls with outside agencies and follow-up as required.
- Communicate and follow through with issues presented. Communicate with other departments such as quality, engineering, production personnel, end users, etc
- Provide education and training to inside and outside customers on usage of products.
- Update product manuals and troubleshooting guides for products.
- Establish service agents for system maintenance. Parts order entry, and pricing, and coordination of parts delivery for field service work.
- Must be able to travel and assist with field service work.
- Plan daily activities within the guidelines of company policies, job description, and supervisor's instruction in such a way as to maximize personal output.
Communication & Influence: Communicates with contacts typically within the immediate work unit on matters that typically involve obtaining or providing information requiring little explanation or interpretation. Excellent telephone and communication skills.
Problem Solving & Complexity: Problems and issues faced are routine and solutions clearly prescribed. Follows a well-established and familiar set of activities and/or process to derive a solution. May have responsibility for checking data and information for minor changes.
Leadership & Talent Management: Focused on self-development.
Certificates Licenses Registrations: - 2-year degree from a Technical/Trade School, or equivalent combination of education and experience.
Travel Required: None
Work Environment: Office/ManufacturingPhysical Demands: - Combined sitting, standing, and walking throughout the day to accomplish tasks
- Manuel dexterity with regular repetitive finger motion.
- Occasional lifting up to 10 pounds.
- Hearing and speaking are required regularly.
- Specific vision abilities include close and distance vision and the ability to adjust focus.
- Wear safety attire and protective gear as needed.
- Usually work indoors.
- May be exposed to loud sounds and distracting noise levels.
- May share workspace with others.
The physical and work environment demands are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
CFS Brands: Located in Oklahoma City, Oklahoma, CFS BRANDS is a market-leading designer, manufacturer and distributor of commercial foodservice, healthcare, and industrial janitorial and sanitation products. The company supports stable and growing end markets supported by strong tailwinds.
CFS BRANDS has maintained a market leading position and continually grown in its segments with relentless customer support, leading product breadth and availability, and a "one-stop shop" solution serving both "front" and "back" of restaurants with a focus on customer intimacy. CFS BRANDS enjoys a unique competitive advantage with the ability to produce in-house with 6 manufacturing facilities in the U.S. and Mexico, over 700,000 square feet of distribution center space in 4 U.S. facilities and the ability to source products from all over the world.
CFS BRANDS' core products include dinnerware, professional cookware, cleaning tools, drinkware, disposable lids, dispensing systems, healthcare equipment, brushes and cleaning tools. These products are provided through major distributors to the country's best-known restaurant franchises.
CFS BRANDS became a portfolio company of The Jordan Company ("TJC"), a private equity firm, in 2018. With over $8 billion in cumulative equity commitments, TJC is one of the world's most respected investors in leading middle market businesses. The TJC team enjoys a storied history of partnering with exceptional management teams to create long-term value for management and investors.
More information on CFS BRANDS can be found at . The Jordan Company website is .
CFS Brands is committed to creating an inclusive work environment with a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age or veteran status. This employer participates in E-Verify. The employer will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee's I-9 to confirm work authorization.