Located in SW Cedar Rapids, ACP, Inc. is proud to be the only US manufacturer of commercial high-speed and microwave ovens used in some of your favorite restaurants! ACP, Inc. is a division of the ALI Group and a leader in providing high-speed cooking solutions to the foodservice industry. We are seeking a Technical Service Specialist to join our team!

The Technical Service Specialist, reporting to the Director Quality Assurance, will support service delivery related goals and activities including providing technical support; assisting with development of product, transition to production and after-market support; service training; and providing resolution of service and quality issues. This will be a developmental role starting on the technical assistance line, and potentially moving into a field service delivery manager role as opportunities arise. Position is based in Cedar Rapids, Iowa but consideration could be given to non-Iowa based candidates working a hybrid work schedule.

Duties and Responsibilities:

• Handle services related inquiries and correspondence from service providers and end users through work on technical toll-free line, email and personal meetings.
• Ensure a high quality level of interaction with independent service agents globally which is critical to the continuation of developing a highly competent service network, reducing warranty costs and improving end user satisfaction with their equipment ownership experience.
• Evaluate product quality issues, determine field service remedy and make recommendations to management for product field rework of all affected product.
• Identify, investigate and analyze potential quality, design and performance issues as reported through various media and drive for timely and effective quality resolution.
• Provide field service feedback on service and quality issues, and collaborate with engineering, marketing and procurement on product improvement opportunities, to provide final resolution to customer.
• Assist with development of product, transition to production and aftermarket support.
• Administer and coordinate the return of product and parts for suppliers and manufacturing site analysis which will lead to identification and corrective action against quality, design and performance related issues.
• Develop parts and kits necessary for new product development and introduction.
• Support development and execution of training curriculum, ensuring that training objectives are met.
• Domestic travel may be necessary to support all areas of service delivery related activities, which includes technical training, customer relations, parts sales and warranty administration.

Experience, Education, Skills and Training:

• Bachelor’s degree, preferably in an engineering or other technical discipline, or equivalent combination of education and experience.
• 5+ years related technical service experience preferred, including a technical background in electrical and mechanical experience and/or knowledge. Previous field service technician background desirable.
• Excellent customer relations skills that display tact, diplomacy and the ability to negotiate effectively to a win-win solution.
• Confident, versatile, motivational and enthusiastic training, public speaking and presentation skills.
• Strong PC proficiency / skills on software including MS Office (Word, Excel, PowerPoint, etc.).
• Strong operational skills that bring no nonsense solutions to processes and procedures that do not sacrifice service delivery. Experience utilizing Lean manufacturing tools and processes a plus.
• Field service work may require ability to travel domestically.

Click apply now to email us today! 

EOE                              

Pre-employment drug test required