Technical Service Specialist

Located in SW Cedar Rapids, ACP, Inc. is proud to be the only US manufacturer of commercial high-speed and microwave ovens used in some of your favorite restaurants! ACP, Inc. is a division of the ALI Group and a leader in providing high-speed cooking solutions to the foodservice industry. We are seeking a Technical Service Specialist to join our team! The Technical Service Specialist, reporting to the Director Quality Assurance, will support service delivery related goals and activities including providing technical support; assisting with development of product, transition to production and after-market support; service training; and providing resolution of service and quality issues. This will be a developmental role starting on the technical assistance line, and potentially moving into a field service delivery manager role as opportunities arise. Position is based in Cedar Rapids, Iowa but consideration could be given to non-Iowa based candidates working a hybrid work schedule. Duties and Responsibilities: Handle services related inquiries and correspondence from service providers and end users through work on technical toll-free line, email and personal meetings. Ensure a high quality level of interaction with independent service agents globally which is critical to the continuation of developing a highly competent service network, reducing warranty costs and improving end user satisfaction with their equipment ownership experience. Evaluate product quality issues, determine field service remedy and make recommendations to management for product field rework of all affected product. Identify, investigate and analyze potential quality, design and performance issues as reported through various media and drive for timely and effective quality resolution. Provide field service feedback on service and quality issues, and collaborate with engineering, marketing and procurement on product improvement opportunities, to provide final resolution to customer. Assist with development of product, transition to production and aftermarket support. Administer and coordinate the return of product and parts for suppliers and manufacturing site analysis which will lead to identification and corrective action against quality, design and perfor