Customer Success Representative

Not Just Support—Success. Become the Heartbeat of Our Customer Experience!

At Kannegiesser ETECH, our Customer Success Representatives for the North East Region play a vital role in delivering on our promise to support customers long after the sale. Focused on service, satisfaction, and growth, CSRs are the trusted advisors who keep customers running smoothly and successfully.

This role directly reflects our Core Values—it’s about caring for our customers, doing the right thing every time, being a reliable teammate, staying positive in the face of challenges, and always striving for excellence.

How You’ll Make an Impact:

• We Care: Build meaningful relationships with customers by listening to their needs and helping them solve problems before they grow. You’ll be their advocate inside the company.
• Do What’s Right: Take ownership of issues and follow through. Represent Kannegiesser ETECH with honesty, integrity, and a solution-first mindset.
• Team Player: Work closely with internal departments—including Service, Sales, Engineering, and Logistics—to ensure a unified and responsive approach to customer needs.
• Positive Influence: Be a calm, professional presence in high-pressure situations. Help customers feel supported and confident in our partnership.
• Driven to Achieve: Identify opportunities to improve the customer experience and grow revenue through additional parts, services, and eVue Software solutions.

Key Responsibilities:

• Serve as the primary post-sale contact for a defined group of customers in your territory.
• Proactively manage customer relationships, ensuring timely communication and issue resolution.
• Promote service offerings and technical solutions to support customer operations and drive revenue.
• Coordinate cross-functional support to deliver a seamless and positive customer experience.
• Track customer feedback and help drive improvements in our products and services.

What You Bring:

• A passion for helping customers succeed.
• Excellent communication and relationship-building skills.
• Strong organizational habits and follow-through.
• A technical mindset and the ability to learn new systems and tools quickly.
• Experience in a customer-facing or technical support role is a plus.

Ready to lead with care and create success for our customers? Apply today and grow with us.

Who We Are:

Have you ever thought about how your room linens at the hotel or hospital get cleaned? Or worker uniforms and the floor mats at businesses?

We utilize the latest technology and innovation to design, build install and service the equipment that sorts, washes, and folds it!

If you want to be part of a company that really cares about their people, customers, and doing great fulfilling work together, Kannegiesser ETECH is the place to be!

Core Values Statement:

At Kannegiesser ETECH, our core values are more than just words – they guide everything we do. We're looking for people who are passionate about excellence and live out our core values in everything they do.

• We Care: About Each Other, Our Customers, Quality and Safety)
• Do What's Right: Act with Honesty, Integrity, and Respect, Be Accountable, Consider the Big Picture
• Team Player: Do Your Job Well, Collaborate Across Teams, Commit to Success
• Positive Influence: Bring Positive Energy, Show Up When Things are Tough, See Opportunities, Contribute to Solutions
• Driven to Achieve: Pursue the Best Outcome Relentlessly, Reject the Status Quo, and Never Settle for Good Enough

Why Work at Kannegiesser ETECH?

At Kannegiesser ETECH, we believe that our employees are our most valuable asset. We are committed to providing a supportive, inclusive, and rewarding work environment that encourages professional growth and personal well-being. When you join our team, you can expect:

Comprehensive Health and Wellness Benefits

• Health Insurance: Extensive medical, dental, and vision coverage for employees and their families.
• Ancillary Protections: Wide array of additional protections for our employees including Accident, Hospital Indemnity and Critical Illness coverages to customize to every employee’s needs.
• Wellness Programs: Access to wellness initiatives including mental health support and wellness challenges.
• Flexible Spending Accounts (FSA) & Health Savings Accounts (HSA): Options for healthcare and dependent care FSAs to manage out-of-pocket expenses.

Financial Security and Retirement Planning

• 401k & Roth Plans: Generous company matching to help you save for the future.
• Life and Disability Insurance: Company-paid life insurance as well as additional voluntary life insurance for employees and their families.
• Financial Insurance: Short-term disability coverage available for employees and long-term disability coverage paid by Kannegiesser ETECH.
• Tuition Reimbursement: Support for continuing education and professional development.

Work-Life Balance

• Paid Time Off (PTO): Competitive PTO (vacation/personal/sick time combined) policy. Additional holidays and floating holidays for additional flexibility.
• Flexible Work Arrangements: Options for hybrid or remote work, depending on the role.
• Parental Leave: Paid parental leave to support new parents during this important time.

Career Growth and Development

• Recognition Programs: Regular acknowledgment of outstanding performance and dedication.
• Training and Development Programs: Continuous learning opportunities through workshops, seminars, and certifications.
• Mentorship Opportunities: Guidance and support from experienced professionals within the company.
• Internal Mobility: Opportunities for career advancement within the company.

A Culture of Inclusivity and Community

• Diverse and Inclusive Workplace: A commitment to fostering an inclusive environment where all voices are heard and valued.
• Community Engagement: Participation in company-sponsored volunteer events and charitable activities.

At Kannegiesser ETECH, we are not just offering a job; we are offering a career where you can thrive. Join us and be part of a team that is dedicated to innovation, excellence, and making a difference in the world.

Purpose of the Position:

The Customer Success Representative (CSR) (North East Region) is a key customer-facing role responsible for driving customer success, satisfaction, and service growth in a defined geographic region. This individual serves as the primary post-sale contact for our commercial laundry customers, ensuring they are fully supported with the technical solutions, tools, and services Kannegiesser ETECH offers.

The CSR proactively builds relationships with existing customers, understands their needs, ensures issue resolution, and drives sales of parts, service offerings, and eVue Software. CSRs also work closely with internal teams to maintain alignment across departments and create a seamless customer experience.

How You’ll Make an Impact:

• We Care: Build meaningful relationships with customers by listening to their needs and helping them solve problems before they grow. You’ll be their advocate inside the company.
• Do What’s Right: Take ownership of issues and follow through. Represent Kannegiesser ETECH with honesty, integrity, and a solution-first mindset.
• Team Player: Work closely with internal departments—including Service, Sales, Engineering, and Logistics—to ensure a unified and responsive approach to customer needs.
• Positive Influence: Be a calm, professional presence in high-pressure situations. Help customers feel supported and confident in our partnership.
• Driven to Achieve: Identify opportunities to improve the customer experience and grow revenue through additional parts, services, and eVue Software solutions.

Key Responsibilities:

• Customer Success & Relationship Management
  • Serve as the primary post-sale point of contact for customers within an assigned territory.
  • Foster lasting relationships through regular in-person visits, phone calls, and proactive follow-ups.
  • Promote full customer engagement with Kannegiesser ETECH’s support resources including KE Academy, MyKannegiesser, and Pro Support.
• Technical Solution Sales
  • Drive revenue growth by promoting and selling technical products and services, including, spare parts, service contracts, technical support subscritions (e.g. Pro Support), eVue software subscriptions and upgrades in collaboration with the eVue Sales team, equipment (Tune-Ups, Optimizations, and Upgrades).
  • Consistently meet or exceed established sales targets for technical solutions.
• Parts and Service Optimization
  • Ensure customers maintain optimal stock levels of recommended spare parts.
  • Identify service needs early and offer preventive solutions to minimize downtime and enhance productivity.
• Cross-Functional Collaboration
  • Work closely with internal stakeholders to align efforts and ensure a seamless customer experience:
    • Collaborate with the eVue Sales Team to support software adoption and upgrades.
    • Coordinate with Equipment and Logistics Sales to align customer communications and future sales planning.
    • Communicate customer feedback, technical challenges, and service concerns to appropriate internal teams.
    • Participate in cross-training and knowledge sharing initiatives within the CSR team.
    • Partner with service technicians and parts specialists to ensure service excellence.
• Customer Engagement & Field Presence
  • Spend at least 60% of time traveling within the assigned territory.
  • Conduct systematic account visits to present new solutions, perform system health checks, and identify sales opportunities.
• Other Duties & Industry Involvement
  • Support planning and execution of Kannegiesser ETECH’s bi-annual Service Seminars.
  • Attend industry events, trade shows, and association meetings to represent the company and stay informed of industry developments.
  • Join sales team representatives on customer visits to provide technical insights and promote post-sale services.
  • Contribute to special projects focused on enhancing customer experience, product development, and market insights.
  • Engage in ongoing professional development to maintain up-to-date knowledge of Kannegiesser products and services.
• Performance Metrics
  • Customer satisfaction and retention rates.
  • Regional revenue generation for parts, service contracts, and eVue software.
  • Frequency and quality of proactive customer engagements and visits.
  • Adoption and utilization rates for MyKannegiesser and KE Academy.
  • Growth in Pro Support and service contract enrollments.

Academic & Trade Qualifications (required & preferred):

• High school diploma or GEC required.
• Have or ability to obtain OSHA 10 certification.

Work Experience & Skills (required & preferred):

• 3+ years of experience in customer-facing roles (Customer Success, Sales, Service, etc.)
• Experience in industrial equipment, technical service, or B2B sales preferred.
• Strong communication, presentation, and organizational skills.
• Self-motivated, energetic, and able to work independently.
• Experience managing a regional territory or multi-state accounts, including scheduling and prioritizing customer visits.
• Proven track record of consultative or solution-based selling, particularly in technical or capital equipment environments.
• Hands-on experience working with or supporting field service teams, including coordination with technicians and troubleshooting efforts.
• Familiarity with ERP and CRM systems (e.g., SAP, Salesforce, Microsoft Dynamics) for managing customer interactions, service records, and sales pipelines.
• Experience in a manufacturing, commercial laundry, automation, or production environment is a plus.
• Technical aptitude – ability to understand, communicate, and sell technical products and services (mechanical, electrical, or software-related).
• Customer-centric mindset – skilled at listening, problem-solving, and delivering value-added solutions tailored to customer needs.
• Strong business acumen – able to understand customer operations, ROI of services/products, and how to position offerings strategically.
• Time and territory management – able to prioritize effectively while balancing travel, sales activity, and customer service demands.
• Collaboration and influence – capable of working cross-functionally with sales, service, and technical teams to drive results.
• Adaptability and resilience – thrives in a dynamic, field-based role with frequent travel and changing priorities.
• Proficiency with digital tools and platforms – comfortable promoting and supporting customer use of online portals, training tools, and service platforms (e.g., MyKannegiesser, KE Academy).
• For all new hires as of 9/1/2024, must be based within 1-hour drive from US international airport
• Valid US passport and US-issued driver’s license with a clean driving record.

Machinery & Technology Experience & Skills:

• Microsoft Office Suite (including Outlook, Teams, Excel, etc.).
• Experience with CRM systems preferred but not required.
   

Physical Requirements:

• Remaining in a stationary position, often sitting or standing for prolonged periods.
• Ability to bend, crouch, kneel or crawl often in small or cramped spaces.
• Ability to walk/navigate/stand on both even and uneven surfaces.
• Ability to enter text or data into a computer or other machine by means of a traditional keyboard or 10-Key.
• Clarity of vision at approximately 20 inches or less (that is, working with small objects or reading small print), including use of computers.
• Ability to express or exchange ideas by means of the spoken word to impart oral information to clients or the public and to convey detailed spoken instructions to other workers accurately, loudly, or quickly.
• The ability to hear, understand, and distinguish speech both in person, by telephone or other technology.

Kannegiesser ETECH is proud to be an equal opportunity employer. We are committed to creating a culture of belonging, and providing an equal employment opportunity regardless of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), expecting or parents-to-be, criminal histories consistent with legal requirements, or any other basis protected by law.