Job Description

Under general supervision, Service Technicians will provide customer service and technical support to end-users (customers).  Solutions include, but are not limited to, verifying products and proper setup, providing troubleshooting to resolve problems, providing literature to assist end-users, & travel for onsite support.  Support will be provided by clearly communicating solutions in a user-friendly, professional manner. Representatives will perform related work as required.

The job can be based in Ponderay or Chicago. On-the-job training in Ponderay will be required for the position upon starting if the applicant is based in Chicago. 

Salary DOE. 

Primary Responsibilities

• Interact with customers to provide phone, email, and/or onsite technical assistance.
• Troubleshoot and diagnose roasting and ancillary equipment.
• Define parts required to resolve the issues.
• Read, understand, and interpret electrical schematics, gas train P&ID’s, PLC Ladder logic, Mechanical assembly drawings.
• Understanding of PLC and HMI’s preferred
• Remote support and troubleshooting of automated equipment
• Research required information using available resources.
• Follow standard processes and procedures.
• Identify and solve priority issues per Client specifications.
• Accurately process and record onsite Travel Expense reports & Trip Reports.
• Offer customers alternative solutions where appropriate.
• Comprehend customer requirements and make relevant recommendations/briefings.
• Follow up and make scheduled call backs to customers where necessary.
• Stay current with system information, changes and updates.

Job Requirements, Skills and Qualifications

• High school diploma or GED and 2-years’ documented experience in customer service field.
• Electrical troubleshooting experience of 1-Phase and 3-Phase systems.
• Troubleshooting Experience in Electrical, Mechanical, Gas (Must be able to use field testing devices such as DMM, manometer, etc.…)
• Understanding of automated systems.
• Strong computer skills.
• Microsoft Office (Word, Excel, Outlook)
• Knowledge of customer service principles and practices.
• Cooperate with technical team and share information across the organization.

• Exemplary attendance and punctuality.
• Build positive relationships with customers.
• Excellent communication skills.
• Travel 25% minimum.

How to Apply

Please email your resume to Marketing@DiedrichRoasters.com.