Vixxo Beverage Machines Technical Support in Lombard, Illinois
Be part of our growth story!!
Do you have a passion for people? Are you a go-getter, full of new ideas and eager to be part of a team that’s committed to helping some of the most recognized brands across North America deliver better experiences for their customers?
Vixxo has been helping to keep the world’s best-loved brands running smoothly since 1980. As a leader in facilities management, Vixxo helps to optimize and maintain equipment lifespans and realize greater revenue through better customer experiences
About the Role
This position supports our internal technician (techs) and external Service Provider (SPs) network with equipment specific troubleshooting so that nonfunctioning equipment is made operable for client maximum asset uptime. Troubleshooting with techs or SPs will take place in real time, and may involve a review of manuals, diagrams or separate simultaneous interaction with equipment manufacturers. This position will also support various other internal and external stakeholders and customers.
This position must provide exceptional customer service at all times when interacting with internal or external stakeholders or customers. Provide results-driven technical troubleshooting in a customer service oriented environment, while interacting with SPs, techs, internal customers, manufacturers, and others as assigned. Build lasting relationships that support the Vixxo cultural beliefs and methodologies. Coach SPs or techs on a multitude of areas, not limited to best practices as related to the SR process, myfsn.biz utilization, equipment repairs, proper tool, and part utilization, etc.
Provide analysis of previously completed work to determine correct fix methodology was implemented, repairs were correctly applied and technician abuse is not present. May provide analysis to management that will be used to present to manufacturers for reoccurring asset issues.
Serve as a technical resource for internal customer service representatives, team leads, directors, project managers, and others as needed.
Interface with end clients at a local, regional or national level.
Administrative duties as assigned.
Local or out of state travel via car or plane as needed.
Other duties may be assigned.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Minimum of 3+ years of field service working with coffee equipment.
Current manufacturer certification with coffee equipment.
Working knowledge, with a deep understanding, of electrical systems and the ability to follow schematics and diagrams.
Working knowledge, with a deep understanding, of water filtration systems.
Minimum of 3+ years of customer service experience directly related to customer facing or call center environments.
Intermediate administrative abilities.
Intermediate knowledge and functionality of Microsoft products; including Outlook, Excel, and Word.
Strong understanding of facilities maintenance.
Ability to travel upon limited notice; typically longer than a week notice, but shorter than 60 days’ notice.
Ability to multi-task.
Ability to stay organized under pressure.
Ability to be available by phone during peak and non-peak hours.
Ability to understand complex systems, explain to others.
Ability to train, coach and improve those engaged with.