Service Technician

_**Job Purpose**:_

The primary purpose of this position is to provide excellent and efficient after-sales support and technical service for the company’s complete range of residential and semi-professional line of products. The goal is to drive service success that improves customer satisfaction, maximizes customer retention and increases profitability.
- **Role and Responsibilities**:_

In-House and On-Site Service Technicians must deliver the desired customer service experience. The Service technician performs a wide range of duties including, but not limited to the following:

- Provide thorough and efficient after-sales support and technical service for customers.
- Comprehend customer requirements and make appropriate recommendation s.
- Diagnose errors or technical problems and determine proper solutions.
- Inspect machine s and/ or run diagnostic tests to discover functionality issues.
- Conduct technical repairs aiming for maximum reliability.
- Document processes.
- Effectively manage workload to address customer requests on a first -come, first -serve or priority basis.
- Provide consultation on proper use, maintenance and preventative measures of product to customers.
- Coordinate workflow according to schedule.
- Produce timely and detailed service reports.
- Undertake other duties as assigned.
- Build positive relationships with customers, technical team and management.
- Follow all company's filed procedures and protocols
- Cooperate with technical team and share information across the organization.
- Advise supervisor when parts and/ or supplies require replenishment.
- Maintain a clean and organized work environment.
- Properly maintain the company's tools and equipment in the service center and immediately advise supervisor if something is not working and requires service or needs to be replaced.

**Qualifications**:
**Working Conditions**:
Although In-House Service Technicians primarily perform their job in the Service Center on Monday to Friday from 9:00 AM to 5:00 PM, they are expected to work beyond the hours to complete pending tasks or to meet important deadlines. In addition, the In-House Service Technician will work on-rotation on Saturdays with other In-House Technicians according to schedule.

From time -to-time the In-House Service Technician will be requested to assist the warehouse with loading and/ or unloading trucks, moving inventory, cleaning and organizing the parts department, as well as assist in setting up trade shows (both on-site and on location) that the company participates.

**Physical Requirements**:
In-House Service Technicians are expected to stand for extended periods of time during the day while performing their tasks. In addition, they will be responsible to lift, carry and move products and/or equipment that exceeds 50 lbs. on a regular basis. Finally, it is understood that the nature of the job will require the In-House Service technician to perform repetitive tasks with few breaks.

**Additional Notes**:
Service technician is expected to maintain company and vehicle in proper manner and report any deficiencies regarding this equipment.

**Job Types**: Full-time, Permanent

**Benefits**:

- Company events
- Discounted or free food
- On-site parking
- Store discount

Schedule:

- 10 hour shift
- 12 hour shift
- 8 hour shift
- Day shift
- Monday to Friday
- On call
- Overtime
- Weekend availability

Supplemental pay types:

- Overtime pay

**Experience**:

- Coffee mahcine service: 2 years (preferred)
- Field service technician: 2 years (preferred)

Work Location: One location