Parts & Service Support Specialist

Company: Empire Bakery Equipment

Location: Hicksville, NY

Job Type: Full-time

About Us

Empire Bakery Equipment is a leading provider of equipment to bakeries, bagel shops, pizzerias and more across the country. We are dedicated to helping our customers thrive as they follow their baking dreams. Our mission is to inspire creativity and foster baking success through high-quality equipment, comprehensive training, and exceptional customer service.

Job Responsibilities

As a Parts and Service Support Specialist, you will play a vital role in ensuring customer satisfaction and resolving technical issues. Your primary responsibilities will include:

Technical Support

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.

Network Coordination

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 & 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.

Parts Sales

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 Relations 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

• High school diploma or equivalent; technical certifications or vocational training in a related field are a plus.
• Previous experience in a technical support or customer service role, preferably within the bakery equipment industry.
• Strong troubleshooting and problem-solving skills, with the ability to diagnose and resolve technical issues efficiently.
• Knowledge of bakery equipment, such as ovens, mixers, and dough dividers, and their maintenance requirements.
• 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.
• Customer-focused mindset with a commitment to delivering exceptional service.

How To Apply

If you are ready to join our dynamic team and make a difference in the baking industry, we would love to hear from you! Please submit your resume, along with a cover letter highlighting your baking experience and why you are interested in this position, to JoinOurTeam@empirebake.com. Please include "Bakers gonna Bake" in the subject line.

Please Note: Only qualified candidates will be contacted for an interview. We appreciate your understanding.

Empire Bakery Equipment is an equal opportunity employer. We value diversity and encourage applications from individuals of all backgrounds and experiences.