Service and Sales Support Technician
Bettcher Industries is a leading developer and manufacturer of innovative precision cutting and trimming tools for food processing and industrial applications. Our mission is to “Enable our customers to feed the world with Pride, Passion, and Performance”. We have an excellent benefits package, 12 paid holidays a year including a holiday shutdown at the end of the year, vacation, 401K matching program, Employee Ownership Program, tuition reimbursement, amongst many other “perks” of working at Bettcher Industries.
Position Description:
The Service and Sales Support Technician is responsible for day-to-day service and maintenance activities and must demonstrate capabilities to diagnose and repair Bettcher’s full product offering, including, but not limited to handheld tools, associated components, and 3rd party equipment. This position will be responsible and accountable for maintaining and providing field services as prescribed by Company policies and objectives
Duties & Responsibilities:
The duties & responsibilities of the Service and Sales Support Technician include, but are not necessarily limited to the following:
TECHNICAL SERVICE
- Perform customer repairs and maintenance activities in-house or in the field and assist customers with product usage problem diagnosis via phone/email. Complete and provide detailed repair estimates and conduct follow up activities as defined
- Set up and perform customer field service visits as required
- Set up perform customer installation visits as required
- Support internal and external customers with escalated product/parts inquiries
- Thoroughly assess product/parts returned by customers to determine credit disposition and process associated transactions
- Conduct training for customers' appropriate personnel so they can adequately perform routine maintenance and service work themselves without impairment to the functional utilization of the products
- Instruct and assist customer personnel in the use of all service and maintenance manuals
- Investigate alleged problems reported and report issues and suggested causes of defective and/or malfunctioning parts/equipment as appropriate. Collaborate with Engineering and/or Marketing and provide information or data for potential functional improvements to products
- Provide technical support after hours and/or weekends, as necessary
SALES SUPPORT
- Utilize CRM to log customer contacts, the outcome of service visits and required follow up
- Process customer transactions, as necessary
- Provide customers with part numbers to support product ordering needs
- Communicate details of account visits with Regional Sales Managers and Regional Sales Specialists, share updates on plant contact names and customer insights. Provide feedback to Sales all field observations and customer comments which may lead to additional sales
- Exhibit positivity, flexibility, creativity, and a willingness to take on new responsibilities as requested or required
PRODUCT QUALITY
- Bettcher Industries is committed to "Quality without Compromise" and it is expected that each employee will share this commitment. Systems are in place, both in-house and for field personnel, to report any deviation from our high-quality standards, and these procedures should always be followed in a prompt and concise manner.
Minimum Requirements:
- Associates Degree in a Technical, Business Administration, Sales or equivalent
- 3-5 years of electrical or mechanical technical experience
- Demonstrated track record for achievement of goals
- Working knowledge in Microsoft Suite products (Excel, Word, PowerPoint)
- Previous use of CRM software (Microsoft Dynamics, SalesForce) is a plus
- Willingness to travel up to 30% domestically
Employment at Bettcher Industries is contingent upon the successfully completing both a pre-employment background check and a drug screening.
All candidates hired must be able to provide proper documentation of their eligibility to work in the US (I-9 form).
Bettcher Industries is an Equal Opportunity Employer – Minorities / Females / Disabled / Veterans (M/F/D/V)
Our company values are Courage, Authentic, Creative, and Drive for Results