Help Desk Technician

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.

About the role

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.

This is an on-site position in Canton, MA with limited remote availability.

Responsibilities

• Walk the customer through the problem-solving process
• Serve 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 necessary
• Ensure 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 resolution
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by customers
• Provide accurate information on Reiser products or services
• Capture 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 manager
• Track, route, and redirect problems to correct resources
• Utilize excellent customer service skills and exceed customers’ expectations
• Ensure proper recording, documentation, and closure
• Recommended procedure modifications or improvements
• Preserve and grow your knowledge of help desk procedures, products, and services

Requirements

• Proven experience as a field technician with strong depth in break/fix knowledge
• Tech-savvy with working knowledge of office automation products, databases, and remote control
• Good understanding of computer systems, mobile devices, and other tech products
• Ability to diagnose and resolve basic technical issues
• Proficiency in English
• Excellent communication skills

Qualifications

• Technical degree or proven background with 5+ years as a field technician or relevant experience in 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.