Technical Service Coordinator

Middleby Coffee Solutions Group LLC • Renton, WA

23d

About The Position

We are seeking a dynamic and dedicated Technical Service Coordinator to join our team. In this role, you will be responsible for facilitating efficient communication and coordination between technical teams, clients, and internal partners. You will play a key role in ensuring timely resolution of technical issues, managing service requests, and providing exceptional customer service. Your energetic approach will help foster positive relationships, coordinate complex programs, and deliver impactful solutions

Requirements

• Bachelor's degree in a relevant field or equivalent work experience.
• Proven experience in a customer service or technical support role.
• Strong communication and interpersonal skills.
• Ability to translate technical information into non-technical language.
• Excellent organizational and multitasking abilities.

Nice To Haves

• Familiarity with helpdesk or service desk software
• ERP (especially Infor/Syteline) Knowledge
• Project Management Experience
• Love of coffee and knowledge of the industry
• Bi/Multilingual is a plus!
• Smartsheet experience
• Microsoft Office (Outlook, Excel, Word)

Responsibilities

• Act as the primary point of contact for clients regarding technical issues and service requests.
• Create and maintain accurate and up to date records for all cases.
• Coordinating with internal teams to provide swift resolutions and follow-ups.
• Provide initial troubleshooting support to clients and gather necessary information for technical resolution.
• Clearly communicate technical information to non-technical clients.
• Schedule and prioritize service requests.
• Gather relevant information for issue resolution.
• Address client inquiries and concerns with accurate record-keeping of all communications.
• Manage parts orders to ensure daily KPI’s for shipping are met.
• Relay parts status and tracking, along with following up with customers and the fulfillment department.
• Escalate customer issues requiring more technical support directly to the technical support team.
• Monitor the progress of service requests and escalate issues as needed.
• Work with technical teams to understand the nature of machine failures and site-related issues.
• Drive SLA compliance with service partners.

Benefits

• Unlimited, Free Coffee on site and opportunity to work around people with passion for coffee!
• Generous Paid time off
• Medical, Dental, Vision
• 11 Paid Holidays
• Extensive 401(k) plan with company matching
• Medical, Dental, Vision insurance
• Paid for Life insurance, Short- and Long-Term Disability

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 101-250 employees