Service Engineer providing technical support for coffee machine issues while managing customer relations and ensuring standards in the United Kingdom. Requires experience in the coffee machine or vending industry.
About the role
- Engineering Support Specialist providing advanced technical support and troubleshooting at Acuity Inc. Collaborating with teams and managing cases through resolution.
Responsibilities
- Own end-to-end management of Engineering Support and Engineering cases.
- Manage tickets in Salesforce and Azure DevOps.
- Lead external communications with agents/customers and provide internal updates to Acuity stakeholders.
- Coordinate handoffs with the Dedicated Support team for escalated cases.
- Participate in regular meetings (escalations, NPD, special assignments, process improvements).
- Create/revise KCS articles and help manage the KCS backlog to sustain a healthy knowledge base and promote self-service.
- Assist in training Frontline and Enhanced Support Associates.
- Provide after-hours emergency phone support.
- Travel as needed for OJT, classroom training, and jobsite troubleshooting.
Requirements
- Strong technical aptitude and troubleshooting across hardware, software, and programming.
- Ability to work independently and in teams; strong leadership and accountability.
- Continuous improvement mindset and effective time management.
- Excellent verbal and written communication for customer-facing problem solving.
- Proven conflict management and customer service skills.
- Associate’s/Technical degree in Electrical/Electronics or IT, or equivalent work experience.
- ~4 years in Acuity Technical Support (including ≥1 year in Enhanced Support) or equivalent experience elsewhere at Acuity.
Benefits
- health care
- dental coverage
- vision plans
- 401K benefits
- commissions/incentive compensation
Job title
Job type
Experience level
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Degree requirement
Tech skills
Location requirements
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