Technical Support Specialist – Restaurant Equipment

Description

The Technical Support Specialist will serve as the primary point of contact for customers, service technicians, and internal teams requiring technical assistance with Marra Forni equipment. This role focuses on diagnosing and resolving issues related to our ovens and related restaurant equipment, ensuring customer satisfaction through expert support and prompt problem resolution. 

Key Responsibilities:

• Provide technical support via phone, email, and video conferencing for Marra Forni commercial ovens and equipment. 
• Troubleshoot mechanical, electrical, and control system issues, guiding end users and field technicians through resolution steps. 
• Document support calls, service issues, and solutions in the CRM system for tracking and quality purposes.
• Coordinate with internal teams (Engineering, Production, Sales) to provide accurate information and resolve recurring issues. 
• Assist in creating and maintaining technical documentation, FAQs, and troubleshooting guides. 
• Train customers and service partners on proper installation, operation, and maintenance of Marra Forni products. 
• Support warranty claims processing and escalate complex technical issues when needed.
• Monitor and follow up on open support cases to ensure timely resolution and customer satisfaction.

Requirements

•  High school diploma or equivalent required; Associate’s or Technical Degree preferred. 
• 3+ years of experience in technical support, field service, or equipment repair—preferably within the foodservice or restaurant equipment industry. 
• Solid understanding of commercial kitchen equipment, mechanical systems, and electrical controls.
• Excellent problem-solving skills with the ability to diagnose technical issues over the phone or virtually.
• Strong verbal and written communication skills.
• Proficiency in using CRM, ticketing systems, and basic Microsoft Office tools.
• Ability to work independently, prioritize tasks, and manage time effectively.
• Ability to lift 30 lbs
• Bilingual (English/Spanish or English/Italian) is a plus.
•  3/4 CFESA certification is a plus