Technical Support Specialist

The Level 1 Parts Department Technical Support Specialist plays a foundational role in assisting customers with parts inquiries, order processing, and general support for Viking Masek’s packaging machinery, including VFFS machines, rotary fillers, and stick pack machines. This entry-level position focuses on developing technical knowledge, building customer service skills, and supporting team members in maintaining an efficient parts operation.

Job Duties & Responsibilities

Soft Skills (Customer Satisfaction and Experience)

• Provide professional and prompt responses to customer inquiries via phone and email.
• Assist customers in identifying and ordering the correct parts for their machinery.
• Build rapport with customers by demonstrating patience, attention to detail, and a commitment to meeting their needs.
• Document all customer interactions and ensure accurate records in the ERP system.

• Gain a basic understanding of Viking Masek’s machinery and the parts catalog to assist with identifying replacement components.
• Process parts orders accurately and in a timely manner, ensuring proper documentation and inventory tracking.
• Conduct regular inventory checks to maintain stock accuracy.
• Support the parts department by preparing quotes and reviewing order details with senior team members.
• Follow standard operating procedures to ensure efficient parts operations.

• High School Diploma or equivalent required;
  Technical Diploma preferred.
• Strong organizational and communication skills with a customer-focused mindset.
• Basic understanding of mechanical systems or willingness to learn.
• Proficiency with Microsoft Office (Outlook, Word, Excel) and the ability to learn ERP systems.
• Ability to work in a fast-paced environment with competing priorities.

• Always sell the Viking Value Proposition.
• Continuous improvement and industry training upkeep.

• Entry level

• Full-time

• Strategy/Planning and Information Technology

• Machinery Manufacturing