We are looking for a Tier 1 Mechanical Help Desk Service Technician for hands-on maintenance, troubleshooting, and service of commercial embroidery machines.

*This is not an IT based position. This is a very hands-on, hardware based position that works hand and hand with our customers.

High growth potential. Strong team-oriented culture. Fast-paced growth environment.

This position works across numerous teams, including sales, parts, and logistics to ensure prompt and accurate responses to customers' technical inquiries. Candidates must be adept at troubleshooting issues and find the right solutions while maintaining a professional and friendly attitude towards clients.

No prior experience in embroidery is necessary, and hands-on on the job training will be provided!

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Want to know what it's like to work at Ricoma? Click the Link!

https://www.youtube.com/watch?v=n5FviBa2fUs

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_ SHIFT AVAILABLE - 12PM - 9PM_

The role consists of 3 main areas of responsibilities:

• Training and onboarding new customers
• Troubleshooting and resolving issues with commercial equipment and technology
• Product testing and quality control

What you'll need to get an interview:

• Fluency in English is a MUST, fluency in Spanish being a plus
• Mechanically inclined with ability and experience to disassemble machinery, change parts and reassemble.
• Prior hands-on experience with technical, mechanical, or electronic components strongly preferred
• A strong customer service-oriented mindset with excellent communication skills is a must
• Responsible and able to work independently once the training is completed
• Ability to be organized, multi-task, and find solutions to urgent requests in an accurate and timely manner
• Strong ability to learn a new product from the ground up and the ability to detect and solve problems are a must
• Strong analytical skills and the ability to solve problems in a structured manner
• High attention to detail, dynamic, flexible, hard-working, and highly organized
• Demonstrated ability to work independently and in a team environment

*This is not an IT based position. This is a very hands-on, hardware based position that works hand and hand with our customers.

What you'll be doing:

• Understand the functionality and features of our entire suite of machinery and products
• Schedule and provide quality on-site and off-site training to our clients in order to provide a thorough and comprehensive understanding of our products’ functionality and capabilities
• Pinpoint, troubleshoot, and resolve the technical inquiries of our customers through effective and timely online communication, video conference, email and/or phone
• Hands-on work involving machinery and equipment
• Service and maintenance of customer's equipment by traveling to the customer's site
• Calibrating and testing designs on the equipment to ensure everything is functional before shipping to the customer
• Organize and respond to tickets in a professional, accurate, and timely manner
• Document issues and create reports from customer tickets to build an internal knowledge base
• Facilitate and execute customer requests for replacement parts and other items
• Work with other members of the Sales team to ensure high customer satisfaction
• Gather and present feedback on product functionality from customers

*This is not an IT based position. This is a very hands-on, hardware based position that works hand and hand with our customers.

Job Type: Full-time

Pay: $40,000.00 - $43,000.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Paid time off
• Referral program
• Vision insurance

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Miami, FL 33178: Reliably commute or planning to relocate before starting work (Preferred)

Application Question(s):

• What is your desired salary?
• *This is not an IT-based position. This is a very hands-on, hardware-based position that works hand and hand with our customers. - Do you understand the position?

Experience:

• Help desk: 1 year (Preferred)
• Mechanical: 1 year (Preferred)
• Customer service: 1 year (Preferred)

Shift availability:

• Night Shift (Preferred)

Work Location: One location

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