As a vital member of our team, you will be responsible for providing exceptional service and training to both existing and prospective customers. Your role involves efficiently managing customer service-related issues, product service alerts, troubleshooting, and warranty matters. Utilizing ERP tools, you will assist in generating service reports, maintaining call logs, and contributing to customer experience reporting, ensuring our customer database remains in impeccable condition. Your key responsibilities include understanding both the company and customer’s technical needs. This encompasses establishing and maintaining industry and company technical knowledge, collaborating with Project Managers and cross-functional teams, and researching and evaluating onsite solutions to address organizational technical challenges. You are expected to be an industry expert, particularly in packaging machines and technical skill-sets.

Job Duties & Responsibilities:

• Communicate effectively with Production and Service teams.
• Collaborate with internal departments as needed.
• Maintain technical and operational documentation.
• Study and standardize procedures to enhance the efficiency of the Technical Services team.
• Provide on-site service and customer support during field visits or dispatches.
• Manage all on-site installations, repairs, maintenance, and test tasks.
• Produce timely and detailed service reports.
• Adhere to all company's field procedures and protocols.
• Cooperate with the technical team and share information across the organization.
• Cultivate positive relationships with customers.
• Understand customer requirements and make appropriate recommendations/briefings.
• Document service and installation actions through forms, reports, logs, and records.

Job Requirements:

• Valid Driver’s License required with no major violations within the last 3 years.
• High School Diploma or equivalent required; Technical Diploma preferred; bachelor’s degree a plus.
• 2+ years of relevant experience.
• General computer skills (Outlook, Word, Excel).
• Familiarity with ERP systems.
• Ability to read electrical schematics.
• Ability to troubleshoot electrical wiring.
• Mechanical proficiency.
• Strong organizational and teamwork skills.
• Strong customer service skills.
• Willingness to travel short-term.

Other Miscellaneous:

• Always uphold the Viking Value Proposition.
• Commitment to continuous improvement and industry training upkeep.
• Hours: Monday through Friday. Travel up to 90% annually, which may include international travel, usually less than 10% annually. May involve travel on weekends.
• Expectations: Embrace and maintain Core Values - Driven & Passionate, Innovative, Win, Teamwork. At Viking Masek, we focus on Raising the Bar and Nailing it on a daily basis. Commitment, Accuracy, Accountability, Communication, Closure. Maintain a positive and supportive attitude. Make and keep promises. Always deliver the Viking Value Proposition.