Service Specialist, Customer Support

BEUMER Group is an international manufacturing leader in intralogistics in the fields of conveying, loading, palletising, packaging, sortation and distribution technology. BEUMER Group offers the right solution for almost every logistic challenge. We are a family owned, intralogistics leader, where tradition and innovation go hand in hand. We are proud of what our employees create each day. Integrity, Inspiration, Quality and Teamwork!

Role Purpose

The Service Specialist plays a key role in delivering outstanding customer support by promptly and effectively managing inquiries, follow-ups, issues, and service requests. This position involves engaging with customers through phone, email, or in person to understand and meet their needs, resolve concerns, and provide clear, proactive communication to ensure satisfaction. As the primary point of contact for customer support, the Service Specialist also leads the support team in coordinating service efforts and communication, ensuring the highest standards of customer service are consistently met.

Responsibilities:

• Develop, plan, and coordinate scheduling of all technical on-site visits
• Initiate customer contact on customer support, follow up and status involving maintenance, hotline and spare parts..
• Assist the Service Manager, Customer Support in managing and resolving customer issues, including follow up on any related open matters.
• Monitor and follow-up on all outstanding service issues so all are handled in a timely and professional manner, ensuring the highest level of customer satisfaction.
• Oversee handling of service and maintenance reports to ensure all are submitted in a timely and professional manner.
• Assist in developing and implementing technical support strategies to continuously improve support.
• Keep management apprised of any ongoing service-related issues.
• Ensure team safety is a high priority.
• Maintain effective relationship with technical personnel as well as COC teams.
• Assist with administrative details related to the service team members.

Technical Services:

• Work closely with team members regarding execution of service, change orders, warranty compliance, sales, and the generation of spare parts leads.
• Generate assessments of existing post sales customers to determine feasibility of future contracts, change orders, spares, etc.
• Respond to customer inquiries via phone, email and in person, when needed. Manage issues regarding problems with equipment or need for maintenance.
• Assist in assigning service technicians as needed.
• Assist in training of Hotline engineers on service/ change orders to systems
• Resolve customer problems/questions in an expeditious and tactful manner
• Support resolution of warrantee issues related to technical service department
• Travel to customer sites routinely
• Support all divisions for demo equipment testing as required
• Attend meetings and training sessions as required
• Conduct training in house and/or at customers sites

Compensation range: $70,000.00 - $80,000.00 annually

Requirements / Skills Abilities

• High School Diploma, or equivalent.
• 5 years of field service experience or equivalent technical related training
• Technical Service/Technical Sales experience is preferred
• Prior experience successfully managing projects within time and budget requirements
• Excellent verbal, written communication and computer skills
• Bilingual: English & Spanish or English & German is preferred
• Ability to interpret mechanical and electrical drawings.
• Excellent listening skills resulting in a high level of customer satisfaction. Must be able to listen for opportunities as well as potential technical hurdles.
• Ability to handle multiple tasks and work under pressure, with a sense of both urgency and thoroughness.
• Professional, positive, and energetic attitude.

Commitment Required.  We are looking for a long-term commitment, the ability to set and meet goals, and the willingness and ability to travel as needed.

BEUMER is an innovative company, where every employee is part of the "family". Because our employees are our most important asset, here are some of benefits we currently offer full-time employees. 

• Medical & Dental Premiums: We cover 100% of the premiums for you and your eligible dependents.
• 401(k) with Generous Match: Secure your financial future with our competitive retirement plan.
• Life Insurance / Long Term Disability: Peace of mind for you and your loved ones. Yes, we cover that too!
• Ancillary Insurances: Including vision, accident, and critical illness insurance.                       
• Generous Paid Time Off: Achieve the optimal work-life balance.
• Company Holidays: Enjoy paid time off on designated company holidays including additional flex days for times that matter most!
• Performance-Based Bonus: Eligibility to participate in our Target Agreement Plan for bonus potential.

BEUMER is an equal opportunity employer and affords equal opportunity to all applicants and employees for all positions without regard to race, color, religion, gender, national origin, age, disability, veteran status or any other status protected under local, state or federal laws.