Dec 04, 2020

Technical Support I

  • Professional Diversity Network
  • Lee's Summit, MO, USA

Job Description

Rich Products Corporation

Rich's, also known as Rich Products Corporation, is a family-owned food company dedicated to inspiring possibilities. From cakes and icings to pizza, appetizers and specialty toppings, our products are used in homes, restaurants and bakeries around the world. Beyond great food, our customers also gain insights to help them stay competitive, no matter their size. Our portfolio includes creative solutions geared at helping food industry professionals compete in foodservice, retail, in-store bakery, deli, and prepared foods, among others. Working in 100 locations globally, with annual sales exceeding $4 billion, Rich's is a global leader with a focus on everything that family makes possible. Rich's-Infinite Possibilities. One Family.

f'real, a wholly-owned subsidiary of Rich Products Corporation, designs, sells and markets authentic milkshakes, smoothies and other frozen beverage all made from real ingredients. f'real f'natics freshly blend our delicious products in our patented blender in almost 20,000 locations across the globe. f'realies (aka employees) have one purpose - to create happiness in a cup for people everywhere by blending delicious flavors with magical moments!

The key role of Technical Support 1 is to provide f'real's customers with exceptional customer service. This position directly supports both field technicians and retail customers (B2B) with technical support on f'real equipment and other program challenges. Customer service is the number one priority for this department and therefore doing whatever it takes to serve the customer is the top priority. This position reports into a Technical Support Lead and is located in our Lee's Summit, MO office.

Primary Responsibilities

Customer Service:

Provide technical support via the phone, chat and email to f'real customers and service providers. Technical support ranges from basic troubleshooting steps to more complex problem solving that involves component level testing and part replacement for our proprietary electromechanical blending equipment.
Coordinate field repairs with third party service technicians.
Receive and enter part orders from our customers.

Voice of Customer:

Capture and share customer feedback. This position is on the front lines with our customers and therefore it is critical to capture and seek customer feedback in all situations to ensure superior support.

Cross-Functional Partnership:

Work directly with f'real's sales team, customer experience team members and other departments to ensure customer needs are met.


Enter detailed notes during every customer interaction. Accurate data is critical for customer service and continuous improvement of f'real's equipment.

Performs other related duties as assigned.

Accountabilities and Performance Measures

Maintains high customer satisfaction ratings that meet company standards
Meets or exceeds annual performance objectives
Completes required training and development objectives within the assigned time frame

Environmental Job Requirements and Working Conditions

A current, valid driver's license required
Ability to lift and move equipment up to 50 pounds occasionally

Help Us Meet You


Four-year college degree preferred
1+ years of customer service experience
PC and Microsoft Office proficiency
Salesforce experience, or equivalent preferred

Position Core Competencies

Motivation: Maintains a high level of productivity and self-direction. Commits to putting in additional effort.
Responsibility: Completes work in a timely and consistent manner.
Teamwork: Interacts with people effectively. Able and willing to share and receive information. Co-operates within the group and across groups.
Initiative: Generates ideas for improvement, takes advantage of opportunities, suggests innovation.
Planning and Organizing: Plans and organizes tasks and work responsibilities to achieve objectives.Â
Communication: Excellent written and oral skills. Clear, concise communication style.
Collaboration: Able to partner well with others and be a productive and accountable team member.
Problem Solving: Analyze existing information to come up with appropriate solutions.
Analytics & Systems Knowledge: Able to work fluidly in Microsoft Office and Salesforce to serve the customer.

Personal Attributes

Can-do attitude
Strong interpersonal and collaboration skills
Organized and efficient and manages resources and communication effectively
Charismatic and empathetic style that engages others
Innovative and creative approach to ideas and problem-solving
Ability to multi-task and prioritize

Rich Products Corporation, its subsidiaries and affiliates ("Rich's"), are committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, age, physical or mental disability, veteran or military status, genetic information, gender identity, sexual orientation, marital status or any other legally recognized protected basis under federal, state, or local law. The information collected by this application is solely to determine suitability for employment, verify identity, and maintain employment statistics on applicants.

Applicants with disabilities may be entitled to reasonable accommodation under the Americans with Disabilities Act and certain state or local laws. A reasonable accommodation is a change in the way things are normally done which will ensure an equal employment opportunity without imposing undue hardship on Rich's. Please contact Rich's Human Resources department at [email protected] you need assistance completing this application or to otherwise participate in the application process.



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