Who We Are: Gemini delivers solutions through automated equipment and integrated systems to the Commercial and Industrial Baking industry as well as Ingredient Handling systems to the food industry. Our teams are passionate about delivering world class products and service to our customers through design, manufacturing, and technical support. We believe in fostering lasting relationships and creating innovative solutions so our customers can focus on feeding families.

Who You Are:

• You thrive at managing multiple tasks of varying complexity.
• You enjoy leading and coordinating a group of people with different roles and responsibilities.
• You are a great communicator.
• You are a self-starter with a passion for problem solving.
• You value high quality in your work.
• You have excellent time management skills.

Responsibilities:

Provide in-depth troubleshooting and technical support.

• First point of contact for customers, handling general inquiries and basic troubleshooting.
• Answer phones, emails, and texts promptly and professionally.
• Document customer issues meticulously in a ticketing system.
• Conduct basic troubleshooting and resolution of common issues.
• Identify and quote potential parts and service sales opportunities.
• Organize and schedule work for technicians in the field, with an eye to enabling their success.
• Handle escalated technical issues requiring deeper knowledge.
• Provide remote support using screen-sharing, remote access tools, etc.
• Guide customers through repairs or adjustments.
• Create or update internal knowledge base articles for future reference.
• Thoroughly document solutions in the ticketing system.
• Work with service providers, as needed, to ensure customer’s needs are met.
• Handle organization and quoting of more complicated service and parts requests

Requirements:

• High school diploma or equivalent.
• Technical associate degree or equivalent experience.
• A technical or engineering background.
• Excellent communication skills (written and verbal).
• Basic computer proficiency and typing skills.
• Demonstrated customer service orientation.
• Proven troubleshooting skills.
• Familiarity with your company’s products and equipment.

What Else Would be Helpful:

• A passion for baking! An interest in how things are made helps you connect with customers.
• Natural problem-solver: You enjoy finding the “why” behind an issue.
• Team spirit: You’re ready to collaborate and learn from others.
• A dash of tech savvy: You’re comfortable with our communication and ticketing systems.
• Mechanical aptitude: You have a knack for understanding how things work.
• Prior experience with bakery equipment: A bonus, but not a must-have!
• Patience of a seasoned baker: You don’t get flustered when troubleshooting gets complex.
• A hunger for knowledge: You’re eager to learn the ins and outs of our products.

What’s In It for You:

• Hybrid Work Environment (The typical week could be 40% Work from Home)
• 401k Matching Program
• Tuition assistance
• Health, Vision, and Dental benefits
• Company paid short term disability and life insurance.
• Voluntary Life Insurance for Employee and Spouse and voluntary Long-Term Disability
• Paid Time Off program, plus eight (9) company paid holidays
• Gemini Cares Program (matches donations for employee nominated charities each quarter)