IoT Support Specialist
Welbilt

JOB DESCRIPTION

We are Welbilt! We design, manufacture, and supply the best-in-class commercial food and beverage equipment for the global foodservice market. We empower you to grow with us. We recognize you and reward you. We win together as one team. Bring your passion for excellence to our table.

The IoT Support Specialist for KitchenConnect, will be responsible for customer facing issue resolution, ticketing system governance, escalation procedures, and investigative processes with various equipment manufacturers for our Cloud (AWS, Azure) applications. The position will work independently and collaboratively within a team while managing multiple tasks and priorities in a fast-paced environment.

Reporting directly to the Manager Technical Service for KitchenConnect, this position is based out of our corporate headquarters in New Port Richey, Florida and may work a hybrid schedule.

KitchenConnect is Welbilt's premier digital platform for a new generation of connected kitchens, harnesses technology and data to optimize operations, improve guest experiences, and enable your business to continually adapt to an ever-changing digital world through the ability to turn patterns into profits.

Major Accountability:

• Customer Service
• Knowledge Base Maintenance
• Issue Resolution/Escalation
• Manufacturer Support

Key Tasks & Responsibilities:

• Customer Support: Respond promptly and professionally to customer inquiries via email, phone, or chat, providing clear and concise guidance to resolve technical issues and address questions related to our cloud platform.
• Troubleshooting: Diagnose and troubleshoot technical issues reported by customers, utilizing available resources and tools to identify root causes and determine effective solutions in a timely manner.
• Escalation Management: Escalate complex technical issues to appropriate internal teams, including Engineering and Product Development, while effectively communicating relevant details and ensuring timely resolution.
• Quality Assurance: Ensure the quality and accuracy of customer interactions and technical solutions provided, adhering to established support processes, service level agreements (SLAs), and quality standards.

Qualifications

Education & Experience:

• Associates or bachelor's degree in computer science, Information Technology or related field (Cloud, Networking) and a minimum of five years of relevant work experience. Will consider a minimum of 8 years of relevant experience in lieu of degree.
• Proficient in cloud platforms such as AWS or Azure is required.
• Previous experience in Customer or Technical Service tools or ticketing systems (e.g., JIRA, Zendesk, ServiceNow) is required.
• Experience with computer networks including Cloud, hardware, software, setup, and operations.

Skills & Abilities:

• Strong Microsoft Office skills
• Ability to quickly learn and adapt to new technologies.
• Excellent problem-solving skills and ability to work in a fast-paced environment.
• Excellent communication and interaction skills at all levels, written and verbal.
• Ability to prioritize and manage multiple support requests simultaneously.
• Ability to work independently and within a team.
• Ability to work collaboratively with cross-functional teams.
• Ability to demonstrate alignment with Company core values: Integrity, Passion, Teamwork, Accountability, Entrepreneurship

Working Conditions:

• This work typically requires extended periods of standing/sitting at a desk in an office environment.
• Applicant needs to be able to perform lab duties that may include working in environmentally hazardous conditions such as heated oil, gas, and steam operations.
• Must be able to lift up to 50 pounds and work in tight spaces.
• Must be able to travel up to 5% of the time.

DISCLAIMER: The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

Our Benefits:

We believe that our people our one of our most valuable assets. That's why we provide our employees with a competitive benefits package that helps protect their health, income and lifestyle. Some offerings are dependent upon the role, work schedule, or location, and can include the following:

• Competitive wage
• Healthcare (medical, dental, vision)
• 401(k) savings plan
• Wellness Program
• Supplemental Health Plans
• Employee Assistance Program
• Training and Development
• Tuition Assistance
• Holiday Pay opportunities
• Employee discounts
• Paid Time Off (PTO)
• On-the-job training and skills development
• Basic Life Insurance
• Leave Program
• Employee Events and more...

Welbilt, Inc., an Ali Group company, provides the world's top chefs, premier chain operators and growing independents with industry-leading equipment and solutions. Our innovative products and solutions are powered by our deep knowledge, operator insights, and culinary expertise. Welbilt's portfolio of best-in-class brands include Cleveland™, Coffee Queen®, Convotherm®, Crem®, Crystal Tips®, Dean®, Delfield®, Expobar®, Fabristeel®, Frymaster®, Garland®, Inducs®, Koldtech®, Kolpak®, Lincoln®, McCann's™, Merco®, Merrychef®, Multiplex®, RDI®, SerVend™, Spengler®, SunFire® and U.S. Range™. These product brands are supported by three service brands: KitchenCare®, our aftermarket parts and service brand, FitKitchen®, our fully-integrated kitchen systems brand, and KitchenConnect®, our cloud-based digital platform brand. Headquartered in the Tampa Bay region of Florida and operating manufacturing facilities throughout the Americas, Europe, and Asia, we sell through a global network of over 5,000 distributors, dealers, buying groups, and manufacturers' representatives in over 100 countries.

For more company information, visit www.welbilt.com. To learn more about KitchenConnect, please visit www.welbiltkitchenconnect.com.

Welbilt, Inc. is an equal opportunity employer which values diversity in the workplace. All applicants shall receive equal consideration and treatment in employment without regard to race, color, religion, ancestry, national origin, age, sex, marital status, familial status, medical condition, or any other status protected by law. All recruitment, hiring, placements, transfers and promotions will be on the basis of individual skills, knowledge, abilities, and business need.

#KitchenConnect

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