Field Service Technician, Coffee and Espresso Equipment

This is a fully remote position, open to applicants in New York.

📋 Description

• Act as the main technical point of contact for the assigned territory, aiding service-related sales efforts and handling customer escalations.

• Deliver technical training and refreshers to distributor partners and field teams regarding equipment functionalities, maintenance, and troubleshooting techniques.

• Track and enhance key performance indicators such as first-time fix rate, asset uptime, and service response time.

• Perform site visits for installations, demonstrations, and escalated service issues to guarantee customer satisfaction and operational excellence.

• Work together with Account Managers and Distributor Managers to pinpoint service deficiencies and execute corrective measures.

• Oversee spare parts inventory and ensure adherence to standard operating procedures and safety guidelines.

• Assist in the deployment of new equipment and technical initiatives in the field.

• Other responsibilities as assigned.

⛳️ Requirements

• Over 5 years of experience in technical services, field operations, or service-related sales positions.

• Strong knowledge of commercial equipment maintenance and troubleshooting methods.

• Demonstrated capability to operate independently and manage a territory with minimal oversight.

• Exceptional communication and interpersonal abilities; capacity to influence without direct authority.

• Proficiency in CRM systems (such as Salesforce) and Microsoft Office Suite.

• Willingness to travel within the designated territory.

• Experience with distributor networks or in a B2B service setting.

• Ability to analyze service data and convert insights into actionable enhancements.

• Customer-centric mindset with a proactive problem-solving approach.

🏝️ Benefits

• Competitive Medical, Vision, and Dental Benefits.

• 401K Package.

• Employee Assistance Program.

• Opportunity to become barista certified.

• Tuition Reimbursement.

• Performance Development Plans.

• Employee Discounts.

• Flexible business casual dress code - jean friendly!

• Free coffee, anytime!