Actively support the US customer base on technical issues via Zendesk, e-mail or phone.- Oversee Marco support operations and ensure service excellence across all technical support activities.- Handle data/reporting requests and ensure timely delivery of reports to stakeholders.- Lead the technical support team, providing direction and support to ensure the highest level of service and efficiency.- Develop and implement strategic plans to enhance service support and expand the service network within the US.- Conduct Training programs and manage all training requests for technical staff.- Review and update support materials to ensure accuracy and compliance with industry standards and customer needs.- Review and approve technical documents, including cut sheets and pricelists, to ensure they meet company and customer needs.- Plan and forecast for tradeshows, contributing to the marketing and sales strategy.- Plan and coordinate the rollout of new equipment, ensuring seamless integration into existing operations.- Administer Zendesk support platform, including data analysis, report customization, and invoice reviews.

- Provide customer and technical support for equipment service providers and end users- Work closely with the sales team to understand their needs and to implement their requests- Support sales demonstrations, installations and marketing events with logistics and site engineering to present a professional image to current and future customers- Liaison between end users, customer service folks, salespeople and the engineering team to identify issues or shortcomings with the machines, identifying a fix and bringing it to market

MAVAM is engineered to be the most forward thinking espresso machines on the planet. Very proudly manufactured in the United States of America. - Forecast machine build schedule and parts inventory levels with ERP- Develop and maintain parts pars, inventory and vendor relationships- R&D of new components for existing equipment as well as new projects- Quality control and SOP system build out and integration into day to day operations- Telephone tech support for technicians and end users

- Oversaw parts department for field service team and retail operations- Built and instituted a cloud based inventory management system- Analyzed inventory turnover rate and reduced slow moving SKUs - Tested and added new items to inventory and managed EOQ- Sourced new vendors and developed long lasting vendor relationships

- Increased service department productivity 15% +/-- Mentored technicians to increase technical proficiency and customer service standards- Worked as a liaison between the Service and Sales departments to facilitate smooth equipment sales and installations- Project manager and team leader for machine rebuilds and refurbishments- Provided tech support for local and non-local customers and technicians

- Specialized in equipment troubleshooting and parts assistance via phone and web inquiries- - Lead contact for wholesale parts customers- Assist in business development- sales and new offerings- Procure parts from new and existing vendors- Create content for website specific to parts descriptions, documents and diagrams- Proof and edit web content to optimize listings and enhance customer experience- Honored as Employee of the Month multiple times