Technical Customer Support Specialist

4 days ago

Kingsgrove, Australia JACOBS DOUWE EGBERTS Full time

Company Description

JDE is a subsidiary of JDE Peet’s, the world's leading pure-play coffee and tea company, headquartered in the Netherlands. For more than 265 years, JDE has been inspired by the belief that it’s amazing what can happen over a cup of coffee. Today, JDE unleashes the possibilities of coffee and tea in more than 100 countries, through a portfolio of over 50 brands including Moccona, L’OR, Harris, Campos, Pickwick and more.

**What’s it like to work at JDE?**

We are proud of our passionate, driven associates that challenge the status quo and pursue mastery in everything they do. Our goal is simple and ambitious - JDE: A coffee & tea for every cup.

At JDE, we're Made to Stand Out. Every day we are progressive in outlook, ambitious in nature, resourceful in action and decisive in approach, bringing coffee and tea moments to everyone around the world.

**Job Description**:
We are looking for a part-time Technical Customer Support Specialist, or Service & Installation Specialist as we’d call you within JDE, who will represent JDE in a customer service-oriented and professional manner. You will work 19 hours per week on weekdays, the exact hours can be discussed based on your preferences. You will be part of the Back Office team within our Technical Service team responsible for the maintenance of all coffee machinery used by our JDE partners. The Technical Service team consists of Service & Installation technicians, a demand planner, a warehouse manager and one other Technical Customer Support specialist. You will be based at our roastery in Kingsgrove, Sydney with free parking on-site.

You will:

- Provide technical phone support to our customers and sales representatives
- Log and plan service jobs in CRM for the field technicians and Third Parties we work with across Australia
- Perform administrative tasks in SAP to ensure accurate master data records for our customers and assets
- Raise equipment requests from the sales team to our workshop technicians
- Coordinate cross-functionally to meet customer expectations

**Qualifications**:
To be the best Technical Support Specialist we’re looking for someone who has the following skills and experience:
Essential:

- SAP Experience
- Customer service experience
- Technical interest - no technical degree required, but an interest to learn and understand the technicalities of our machinery to offer technical support is essential
- Well-developed communication & organisational skills
- Ability to troubleshoot and provide resolutions whilst managing customer expectations
- Availability to work 19 hours a week
- A valid AU working permit

Nice to have:

- Exposure to Coffee Machine equipment & maintenance
- CRM exposure
- Demand & Inventory management exposure

Additional Information

At JDE, in addition to a competitive salary, we offer a wide range of **benefits** tailored to your needs:

- Opportunity to work in a global company with exposure to amazing technology
- Be part of an experienced and fun team
- Kingsgrove location with ample onsite parking
- You may work some hours from home each week
- A bonus program and contributions to your super
- All the coffee & tea you can drink on-site and at home

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