The Company Marco Beverage Systems, a Middleby Company, designs and manufactures innovative, energy-efficient beverage dispense solutions used by some of the worlds biggest names in coffee, foodservice, and hospitality. Our equipment can be found in coffee shops, offices, hotels, convenience stores, and restaurants across the globe. With over 45 years of industry leadership, our success is driven by a passion for innovation, design, and sustainability. Our purpose is simple yet ambitious: Re-imagine Beverage Excellence Everywhere. We live this purpose through curiosity, collaboration, and open-minded creativity. Marco is proud to be a certified B Corp, a global community of companies committed to the highest standards of social and environmental impact. We take pride in maintaining strong ESG standards across our people, environment, operations, and community. Who would this role suit? This role would suit a technically minded, customer-focused professional who enjoys combining hands-on problem solving with training and relationship building. It is ideal for someone who has experience in technical support, equipment servicing, or fault-finding and is looking to move into a more client-facing position where communication and customer engagement are just as important as technical ability. The successful candidate will be confident delivering training, comfortable managing customer interactions across phone, email, and on-site visits, and motivated by helping customers get the very best from their equipment. This role also suits someone who enjoys variety, travel, and collaborating across teams to support new product launches and continuous product improvement. Job Overview The main purpose of this role is to provide elite technical support and after-sales excellence to our clients within the beverage industry. While the role involves a foundational understanding of product repair, the primary focus is on proactive customer support (Zendesk), customer training, and project managing new product releases. This is a dynamic, role requiring a balance of support, on-site travel, and project coordination. It is best suited for a technically-minded communicator who wants to move beyond the workshop and into a client-facing, career-defining role. Key Responsibilities Technical Customer Support & Training Omnichannel Support: Act as the primary technical point of contact via Zendesk, managing and resolving customer inquiries through phone and email with a high degree of professionalism. Field Training: Travel to customer sites (20% of the role) to lead training sessions, ensuring clients and partners are experts in operating and maintaining Marco equipment. On-Site Consulting: Provide high-level technical support and commissioning during site visits to ensure seamless product integration. Project Management & New Releases Launch Coordination: Support the project management of new product releases, ensuring technical documentation, spares, and support protocols are ready for the market. Product Feedback Loop: Work closely with the Senior Tech team, R&D and Quality to relay customer feedback and field data to help improve future product iterations. Documentation: Create and update troubleshooting guides, FAQs, and training materials to support new and existing releases. Service & RMA Management Strategic Oversight: While primarily focused on support, you will oversee the RMA process, evaluating returned units to identify root causes and trends. Data Accuracy: Ensure all support tickets, repairs, and site visit reports are meticulously logged in Zendesk and Epicor. Skills & Personal Attributes Communication Pro: Exceptional verbal and written communication skills; you should be as comfortable on a 20-minute support call as you are leading a training room. Problem Solver: A logical, \"detective\" mindset for troubleshooting technical issues remotely. Project Mindset: Organized and capable of managing multiple tasks related to product launches and customer timelines. Customer Centric: A genuine desire to deliver \"Customer Excellence\" and build long-term relationships. Qualifications & Experience Technical Aptitude: Experience in fault-finding or technical support (commercial equipment, HVAC, or similar electrical/mechanical fields is preferred). Software Proficiency: Previous experience with Zendesk (or similar CRM/Helpdesk software) and ERP systems (e.g., Epicor) is an advantage. Travel Readiness: Must hold a full driving license and be willing to travel 20% of the time. Education: A City & Guilds certification or a technical apprenticeship is highly desirable. Marcos 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 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.
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