Bilingual Technical Support Specialist

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🕒 July 7

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Franke Group

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

🍽️ Food & Beverage

🏨 Hospitality

🏗️ Construction

Food & Beverage • Hospitality • Construction

Franke Group is a company that specializes in providing human capital management solutions, with a focus on recruiting. Their flagship product, SAP SuccessFactors Recruiting, utilizes AI to streamline the recruitment process, including applicant tracking, job distribution, and candidate relationship management. The platform aims to enhance talent acquisition by simplifying global recruitment and promoting equitable hiring practices, ultimately helping organizations secure the best talent for their needs.

📋 Description

• Conduct initial training classes for new service provider technicians and ensure Franke product knowledge is transferred and understood. • Support advanced training at Regional Training Centers and site-specific training requirements. • Improve training curricula and strategic execution of class materials. • Develop and implement service provider and internal training programs and materials. • Support customer technical requirements, including installations, preventive maintenance execution, and operator training. • Maintain and facilitate Franke internal programs. • Prepare equipment and spaces for customer and provider display or use. • Communicate highly technical information to service personnel. • Provide phone-based technical assistance and resolve customer and technician problems. • Facilitate resolution of escalated issues with internal and external stakeholders. • Recommend product or service changes based on customer and service provider needs. • Collect and communicate repetitive failure analysis for quality improvement. • Implement and modify equipment maintenance programs with the Technical Product Support team. • Develop relationships with key customers' operational and technical personnel. • Assist with technical troubleshooting, warranty status, parts identification, parts orders, technical bulletins, repair quotes, service dispatch, and complex requests or complaints. • Document calls to maintain accurate customer and equipment service histories.

🎯 Requirements

• High School Diploma/GED required • 2 or 4 year degree in a technical field preferred • Minimum 2+ years of technical support, field service, or related equipment troubleshooting experience • Experience supporting technical products in a phone-based, remote, or field service environment preferred • Strong mechanical aptitude with working knowledge of electrical systems, refrigeration, and equipment maintenance principles preferred • Excellent customer service skills and ability to handle complex or escalated situations professionally • Reliable attendance and flexibility to support on-call or after-hours needs when required • Ability to travel up to 50% • Must be bilingual in French and English • Knowledge of customer service principles and processes • Knowledge of machines and tools, including design, use, repair, and maintenance • Ability to read and interpret safety rules, operating and maintenance instructions, and procedure manuals • Ability to write routine reports and correspondence • Ability to speak effectively before customer or employee groups • Basic mathematical skills, including calculations with whole numbers, fractions, decimals, rates, ratios, percentages, and bar graphs • Very high reasoning ability to define problems, collect data, establish facts, draw valid conclusions, interpret technical instructions, and handle abstract and concrete variables • Proficiency with word processing software, spreadsheet software, order processing systems, and database software • High mechanical ability and good working knowledge of refrigeration theories and mechanical systems preferred

🏖️ Benefits

• Remote work arrangement • Dedicated workspace and reliable internet connection for working from home • On-call and after-hours support opportunities/requirements • Ability to travel up to 50%