What are you going to do?
In this role you will be providing remote and on-site support for Voortman USA, resolving technical issues, maintaining customer records, and delivering regular reports. Accountable for answering high volume of calls from customers or field staff requesting technical support. Prioritizes service delivery by actively listening to customers or field staff issues and provides helpful guidance to work toward a resolution. Responds to and archives incoming emails
Investigates machine malfunctions while gathering information to share with the Engineering Department for continuous improvement of customer experience.
Provides remote online customer support via third-party web-based software applications such as but not limited to TeamViewer, Microsoft Teams, and similar platforms. Creates, updates, and distributes required status reports.
Ensures accurate and timely updating of customer information in Salesforce
Completes reports on a weekly basis
Conducts regular meetings and occasional site visits with customers to assess their continued challenges, address any additional concerns, and provide tailored solutions to solve their problems
Provides feedback from customers to internal stakeholders to drive product improvements and enhancements Additional duties as assigned by management
Results-driven customer support specialist skilled in troubleshooting technical challenges, improving service delivery, and providing exceptional support in fast-paced environments
What is your preferred work location?
We ask
A valid driver's license, passport, and the ability for international travel required
High school diploma or equivalent needed
Must be able to read electrical, hydraulic, and mechanical drawing or manuals
Strong problem-solving abilities to analyze potentially complex issues, identify solutions, and implement them effectively
Preferred: A driven, customer-centric mindset with professional experience working in the computerized numerical control (CNC) machinery industry at a minimum two years required
Must have excellent communication ability including being able to speak, read, and write the English language to interact effectively with internal and external customers mandatory
Computer proficiency (i.e., Microsoft Office \u2013 Word, Excel and Outlook, Teams, etc.) at least two years
Must be able to work in a sometimes noisy, collaborative team environment
Experience using SalesForce application a plus
We offer
Flextime policy
Paid Time Off (i.e., PTO) that can be used as it's accrued
Paid Holidays effective date of hire
Medical insurance (i.e., three plans available, PPO, HMO*, and PPO with HSA) effective date of hire
Dental care
Vision care
100% Voortman USA LLC paid life insurance
Additional voluntary life insurance option
100% Voortman USA LLC paid short-term disability
50/50 premium split between Voortman USA LLC and employee for long-term disability (i.e., LTD)
401K plan available with Company contribution
About Voortman
Join Voortman \u2013
As part of a global organization headquartered in the Netherlands with more than 750 employees worldwide, Voortman offers the opportunity to collaborate across international teams, gain exposure to global expertise, and build a career within a well-established and innovative leader in the steel processing industry.
Having recently moved into our new, state-of-the-art production facility and offices, Voortman is entering an exciting new phase of growth in the United States. This milestone reflects our ongoing commitment to expanding our presence across North America, enhancing our capabilities, and delivering even greater value to our customers. As we scale our operations, we are rapidly growing our team and actively seeking talented, driven individuals who are eager to contribute to a dynamic and forward-thinking organization. This is a unique opportunity to join Voortman at a pivotal moment and play a key role in shaping the future of our U.S. operations.
Be part of our next chapter. Grow with Voortman.
What are you going to do?In this role you will be providing remote and on-site support for Voortman USA, resolving technical issues, maintaining customer records, and delivering regular reports. Accou