Help Desk Technician

Canton, MA About Reiser On Site Required – Limited Remote Availability With more than 60 years of success in the food equipment industry, REISER is recognized worldwide for its high-quality equipment, innovative engineering, and outstanding service and support. Total commitment to our customers is at the core of who we are, making REISER the one supplier that food manufacturers can trust for better, smarter food processing and food packaging solutions and equipment. We take great pride in providing the resources our customers need to ensure their success. Our team of talented and passionate professionals works hard, embraces challenges, and is wholeheartedly dedicated to the success of our customers. This customer-centric focus has led to extraordinary growth, and we are now seeking an experienced Help Desk Technician to support our Service department. If you have strong mechanical and electrical troubleshooting skills and a stronger customer service-oriented personality, we want to talk to you immediately. Our ideal candidate is smart, energetic, hard-working and wants to join a great team. Our Vision Robert Reiser & Co. will serve the food industry and other selected markets by selling and supporting equipment that provides solutions to customer needs. Every customer contact will result in an improved relationship with that customer. We will continuously strive to strengthen our supplier partnerships. We will encourage our fellow employees to reach their potential. Therefore, we will earn a fair profit and ensure our future. Who We’re Looking For The Help Desk Specialist role is part of the sales process by providing technical support in an efficient and accurate manner to our Customers, Technicians and Service Managers. You will be considered Reiser’s first line of defense to solve basic technical problems and provide support for all assigned areas. The goal is to ensure that every customer contact results in an improved relationship with that customer. An excellent Help desk specialist must have strong technical knowledge and be able to communicate effectively to understand the problem and explain its solution. Likewise you must be customer-oriented and patient to deal with difficult situations. What You’ll Do Walk the customer through the problem-solving processServe as the first point of contact for customers seeking technical assistance over the phone and convey resolutions to customer issues, fix machine issues and/or order parts when necessaryEnsure a 360-degree approach with each customer - manage and follow-up on all open cases; transfer customers to the appropriate service manager when they request a technician, provide feedback and see problems through to resolutionPerform remote troubleshooting through diagnostic techniques and pertinent questionsDetermine the best solution based on the issue and details provided by customersProvide accurate information on Reiser products or servicesCapture all issues in the appropriate CRM account ensuring that the information is detailed and concise. Communicate daily with the appropriate service manager regarding the status of accounts you are actively working on, pass on feedback or suggestions by customers and escalate issues when necessary to the appropriate service managerTrack, route and redirect problems to correct resourcesUtilize excellent customer service skills and exceed customers’ expectationsEnsure proper recording, documentation and closureRecommended procedure modifications or improvementsPreserve and grow your knowledge of help desk procedures, products and services Qualifications What You Bring Proven experience as a field technician with strong depth in break/fix knowledgeTech savvy with working knowledge of office automation products, databases and remote controlGood understanding of computer systems, mobile devices and other tech productsAbility to diagnose and resolve basic technical issuesProficiency in EnglishExcellent communication skillsTechnical degree or proven background with 5+ years plus as a field technician or relevant experience to the food processing and packaging industry. Why Reiser? Joining Reiser means more than just a job — it’s an opportunity to be part of a company that values relationships, encourages team members to reach their potential, and is committed to ongoing success. We believe every customer interaction is an opportunity to strengthen our partnerships, and our team is at the heart of that mission. If you're ready for a fulfilling, hands-on career with a company that values your skills and dedication, apply now and become part of our vision for the future!