Prince Castle
  • 08-Oct-2018 to 31-Dec-2018 (CST)
  • Silver King (070)
  • Plymouth, MN, USA
  • Full Time

Prince Castle is an innovative and diversified global equipment manufacturer committed to providing timely solutions, high value, and excellence in service and products to the world's premier restaurant operators. Founded in 1955, concurrently with the birth of the quick-service food industry, Prince Castle has been a pioneer and innovator in introducing new technologies to thousands of restaurants. Prince Castle has grown with many of the foodservice leaders to help improve their kitchens the world over. Prince Castle is part of the Marmon Group of companies, owned by Berkshire Hathaway.  Prince Castle is an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, nation origin, age, sexual orientation, gender identity, protected veteran status or disability status.


Job Description Summary

The Technical Service Coordinator coordinates the technical support of a nationwide service network that supports, services, and or replaces Prince Castle/Silver King equipment at customer sites. The Technical Service Coordinator will review and approve all warranty claims thru Service Bench as well as conduct warranty data analysis and create reports to identify and improve warranty trends. In addition, this position will communicate with customers and service techs in the field to resolve equipment repair and service issues. The Technical Service Coordinator will also develop, create, and update equipment manuals, training presentations, troubleshooting guides, technical support checklists, required parts lists, parts and accessories price lists, and other technical documents as required.


Essential Duties and Responsibilities:

  • Performs analysis of warranty service and parts sales data and provides reports at specified intervals and upon request.
  • Working with large amounts data for electrical equipment by looking at the numbers, trends, and data to presenting findings, and translating the data into an understandable document by using pivot tables, graphs, pie charts, etc.
  • Monitors all warranty claims, reviews and approves claims in the warranty administration system, reports weekly warranty expenses, and provide input on how to lower warranty department dollars and/or claims.
  • Updates technical documentation (equipment manuals, troubleshooting guides, checklists, training presentations) as required.
  • Coordinates outside network of technical support agents for customer service calls and provides follow up on service calls.
  • Keeps the Technical Service Manager, Sales, Engineering, and production staff informed of service issues occurring in the field to address needs for potential design modification or other engineering changes.
  • Manages items that are returned for analysis and completes the RMA process including customer credits, scrapping, or making repairs on returned units.
  • Identifies parts that are non-moving and/or no longer used in production.
  • Follow established policies and procedures as outlined in Prince Castle's Quality Manual and associated documents.
  • Participate in quality assurance and business improvement activities, including training and improvement projects as defined by the organization.
  • Performs other duties as assigned.

Qualifications and Competencies (Education and Experience):

  • High school diploma and 2 years' of related experience or training, or equivalent combination of education and experience required. Technical degree preferred.
  • Claims management experience highly desired.
  • Strong math skills required.
  • Must be proficient with Microsoft Office Software, including Microsoft Publisher and Microsoft Project.
  • Must be highly proficient with Microsoft Excel and analytical software programs.
  • Experience developing technical documentation and QR codes to include training presentations and equipment manuals required.
  • Troubleshooting skills required ability to define problems, collect data, establish facts, draw valid conclusions, and resolve problems.
  • Must possess strong analytical skills with ability to organize data and documents with close attention to detail.
  • Strong interpersonal and communication skills, both written and verbal, is required along with the ability to respond effectively to time sensitive inquires or complaints.  
  • Ability to multi-task, work in a fast-paced environment, and meet deadlines with frequent interruptions required.




Prince Castle
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