The Company
Marco designs and manufactures innovative and energy-efficient beverage dispense solutions. Our clients are some of the biggest names in the coffee, foodservice and catering industries, and our beverage solutions can be found in coffee shops, offices, hotels, convenience stores and restaurants all over the world. As industry leaders with 45 years' experience, we are driven by our passion for knowledge, innovation, and design.
At Marco our purpose to "Re-imagine Beverage Excellence Everywhere." Above all we try to embody this purpose through listening, being curious and creating solutions in an open-minded and collaborative way.
Since December 2023 Marco is a certified B-Corporation. As a B-Corp, Marco is part of a global community that meet high standards of social and environment impact. We are also committed to maintaining strong ESG standards throughout our business; focusing on the areas of employee, environment, operations, and community.
The Role
The Technical Support Specialist will serve the US market and will be based in our Renton, WA office, with potential opportunity for hybrid working in the future as performance and job responsibilities permit. Reporting to our Technical Operations Manager, this role will be responsible for providing exceptional technical assistance to our customers and ensuring the smooth operation and maintenance of Marco Beverage Systems' equipment. This role requires strong technical knowledge, excellent troubleshooting skills, and a passion for delivering outstanding customer service. Additionally, you will play a key role in representing Marco at industry tradeshows, product demonstrations, and customer trials.
Reporting to
: Technical Operations Manager
Location:
Renton, WA
Key Responsibilities:
* Workshop/Warehouse Operation:
Engage in equipment repair, refurbishment, and preparation for shipment in conjunction with the Renton, WA team. Maintain 5S standards, engage in some basic product testing, and manage a small inventory of equipment and parts. Perform light shipping & receiving work on an ad-hoc basis.
* Technical Support:
Provide remote and occasional on-site support to customers, troubleshooting technical issues with Marco Beverage equipment, including water boilers, coffee brewers and water and beverage dispensers.
* Customer Service:
Respond promptly to customer inquiries via phone, email, and text, offering clear and concise solutions to technical problems.
* Equipment Maintenance & Repairs:
Guide customers through basic maintenance, diagnostics, and repair procedures, ensuring minimal downtime and optimal performance of equipment. Engage in occasional repair of customer equipment shipped to the Renton, WA workshop.
* Training:
Assist in training customers and staff on proper use and maintenance of Marco equipment, ensuring that users have the knowledge to maximize their equipment's potential.
* Documentation:
Maintain accurate records of support interactions, including troubleshooting steps, resolutions, and any follow-up actions needed.
* Collaboration:
Work closely with engineering, sales, and product teams to provide feedback on recurring issues, identify areas for product improvement, and support customer-facing initiatives.
* Knowledge Sharing:
Continuously update and improve internal knowledge bases and technical documentation to streamline support efforts.
* Tradeshow & Demonstration Support:
When required, travel to industry tradeshows, customer trials, and product demonstrations to represent the Marco brand, showcase our products, and provide technical support to prospects and customers.
* Customer Trials & On-site Support:
Support customers during product trials, helping to install and test Marco equipment on-site, and ensuring the successful integration of our solutions into their operations.
Requirements:
* Experience:
2+ years of experience in a technical support, field service, or similar technical role. Experience in the beverage or coffee equipment industry is a plus.
* Technical Skills:
Strong understanding of mechanical, electrical, and plumbing systems related to beverage equipment. Familiarity with common troubleshooting tools and techniques.
* Communication Skills:
Excellent verbal and written communication skills with the ability to explain complex technical concepts in a clear and approachable manner.
* Problem-Solving:
Strong analytical and troubleshooting skills with the ability to think critically under pressure.
* Customer-Centric:
Passionate about providing excellent customer service and creating positive customer experiences.
* Flexibility:
Ability to work independently, manage time effectively, and adapt to changing priorities in a fast-paced environment.
* Travel:
Willingness to travel for tradeshows, demonstrations, and customer trials as needed (approx. 10% of the time).
Preferred Qualifications:
* Experience with CRM software and ticketing systems.
* Familiarity with Marco Beverage Systems' product line.
* Prior experience supporting or representing a brand at tradeshows or customer events.
* Forklift certification
Physical Requirements
* Lifting:
Candidates will occasionally be required safely to lift objects up to 75lbs. from floor-level to no higher than chest-level, and to occasionally move objects up to 75lbs. from one surface to another of the same height with or without reasonable accommodation.
* Environment
: This position is based primarily in a warehouse setting with minimal climate control, some moderate noise levels, and heavy objects and machinery present and/or in use.
* Standing/Sitting:
Candidates should be comfortable standing in place for extended periods of time, as well as walking moderate distances across a warehouse facility. Candidates should also be comfortable with frequent transition from sitting/standing at a desk (of adjustable height) to working in a standing position with or without reasonable accommodation.
* Reasonable Accommodation:
We are committed to providing reasonable accommodations to qualified individuals with disabilities in accordance with applicable laws.
What We Offer:
* Competitive salary and benefits package.
* Health, dental, and vision insurance.
* Retirement plan with company match.
* Paid time off and holidays.
* Ongoing training and professional development opportunities.
* A collaborative and inclusive work environment.
The Individual
Our key values are passion, innovation, care, knowledge, and integrity. The Ideal candidate will embody these values.
If you are interested in the role, please send your CV in the strictest of confidence to
Marco's Commitment:
Marco is committed to recruiting people from all walks of life and backgrounds to reflect our customers and our community and to help make our business stronger.
We are proud to have been awarded the Investors in Diversity Silver accreditation.
Marco encourages applications from minority groups, women, the disabled and all other qualified applicants. We have implemented various initiatives such as family friendly and inclusive employment policies, flexible working arrangements and an employee support program that are open to everyone.