Rich's, also known as Rich Products Corporation, is a family-owned food company dedicated to inspiring possibilities. From cakes and icings to pizza, appetizers and specialty toppings, our products are used in homes, restaurants and bakeries around the world. Beyond great food, our customers also gain insights to help them stay competitive, no matter their size. Our portfolio includes creative solutions geared at helping food industry professionals compete in foodservice, retail, in-store bakery, deli, and prepared foods, among others. Working in 100 locations globally, with annual sales exceeding $4billion, Rich's is a global leader with a focus on everything that family makes possible. Rich's-Infinite Possibilities. One Family. Purpose Statement TheCustomer Technical Support Iwillprovide our customers with exceptional customer technical support. This position is a critical customer facing role that supports our blending program and directly represents our company. By supporting store level personnel with live technical support on f'real equipment and other future food and beverage programs, this role helps ensure our program is available to consumers. This role will spend 90% of their time on the phone helping store level personnel diagnose and resolve issues. Key Accountabilities and Outcomes Assist store level personnel via phone, email, SMS, video, and other channels with troubleshooting our proprietary electromechanical blending equipment. Duties include: Changing configuration settings on the equipment. Reviewing log data in a cloud system to diagnose issues. Basic component level testing includes electrical and control systems, plumbing system, motors, and motor control systems. Troubleshoot IoT features including a physical modem as well as software. Verification of proper set up of f'real blending equipment proper product handling. Manage all support cases to ensure customer concerns are being addressed. Key activities include contacting customers to determine if prior issues/concerns have been addressed. If a concern still exists, provide additional support and troubleshooting until the concern is resolved or escalate as needed. Assist customers with installation and activation of the f'real program. Verify proper installation requirements have been met. Train new customers on the f'real program. Training includes equipment operation/maintenance overview, product handling, POS installation, and support overview. Additional Customer Support related tasks Receive sales leads from potential customers. Assist f'real customers with billing related questions i.e., invoice requests and remaining balance questions. Provide information in response to consumer enquiries/concerns about f'real and other related products. Performs other related duties as assigned by management. Knowledge, Skills, and Experience * Four-year college degree, trade school, or equivalent practical experience * 1+ years of customer service or related experience * 2+ years of experience in a technical or mechanical field preferred. * PC and Microsoft Office proficiency * Salesforce CRM experience, or equivalent preferred * Demonstrable mechanical aptitude * Strong interpersonal and communication skills * Critical thinking and problem-solving skills COMPENSATION In accordance with state law, the rate or range provided is Rich Products Corporation, its subsidiaries and affiliates ("Rich's"), reasonable estimate of the base compensation for this role. The actual amount may be higher or lower, based on non-discriminatory factors such as experience, knowledge, skills, abilities, shift differential, and location. Annual Range/Hourly Rate $40,316.35-$54,545.65 Rich Products Corporation, its subsidiaries and affiliates ("Rich's"), are committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, age, physical or mental disability, veteran or military status, genetic information, gender identity, sexual orientation, marital status or any other legally recognized protected basis under federal, state, or local law. The information collected by this application is solely to determine suitability for employment, verify identity, and maintain employment statistics on applicants. Applicants with disabilities may be entitled to reasonable accommodation under the Americans with Disabilities Act and certain state or local laws. A reasonable accommodation is a change in the way things are normally done which will ensure an equal employment opportunity without imposing undue hardship on Rich's. Please contact Rich's Human Resources department at hrhelp@rich.com if you need assistance completing this application or to otherwise participate in the application process. PDN-9cc6cd9b-e82d-4918-a5c9-55ca0426a5fa