Technical Product Support Specialist

Company Overview

De Jong DUKE is a leading manufacturer of high-end, commercial coffee machines. We are dedicated to creating innovative, reliable, and beautifully designed products that deliver the perfect coffee experience. Our Allen Park facility focuses on precision assembly, quality craftsmanship, and continuous improvement.

The Technical Support Specialist plays a critical role in ensuring customer satisfaction through expert technical assistance and training. Reporting to the Technical Support & Training Manager, this position requires strong problem‑solving skills, technical aptitude, and the ability to communicate effectively with customers and internal teams. The role involves collaboration with manufacturing, sales, R&D, and accounting departments, and includes occasional travel across North America to provide on‑site support and training.

• Diagnose and resolve software, electrical, and mechanical issues related to De Jong DUKE coffee equipment.
• Deliver comprehensive training to customers on equipment hardware, software, and coffee brewing principles.
• Maintain up-to-date knowledge of equipment functionality and proprietary programming software.
• Provide proactive support to minimize technical issues and enhance customer experience.
• Respond promptly to inquiries regarding product features, specifications, and repairs.
• Conduct post‑resolution follow‑ups to ensure customer satisfaction.
• Travel up to 50% for on‑site customer technical support and training sessions.
• Adhere to departmental KPI’s to ensure strategic business outcomes.

• Bachelor’s degree or equivalent experience.
• Minimum of 3 years in a technical support or related role.
• Strong troubleshooting skills for mechanical, electrical, and water flow systems.
• Ability to assemble and disassemble equipment using various tools.
• Experience delivering both one‑on‑one and classroom‑style training.
• Knowledge of customer service best practices.
• Familiarity with small‑scale manufacturing environments preferred.
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint, Outlook, Teams).
• Experience with Inventory Management or ERP systems is a plus.
• Excellent written and verbal communication skills; bilingual in Spanish is advantageous.
• Professional, reliable, and capable of managing high‑pressure situations.
• Collaborative team player with strong interpersonal skills.

• Medical benefits through Blue Cross Blue Shield of Michigan or Blue Care Network, with HSA and FSA plans available.
• Dental and Vision insurance through Delta.