Field Service Technician (Coffee, Water & Beverage machines)

About the position

This role will provide services and repairs to the customers on location to fix problematic machines or equipment that cannot easily be moved due to size or connections with outer systems. Our preferred candidate is a punctual team player with technical expertise, inventory control experience and excellent customer service. Exceptional communication, ability to handle and resolve recurring problems and logistics ability.  

Essential Duties and Responsibilities

·         Knowledge of mechanical equipment functions, basic plumbing, and electrical skills.

·         Capable of walking client/customers through troubleshooting procedures over the phone.  

·         Ability to accomplish service tickets and customer needs with efficiency and excellence

·         Assist team service department revenue goals including filter change revenue goals.

·         Ensure appropriate care for equipment to and from delivery vehicle, advising Manager when equipment is damaged for any reason.

·         Ensure appropriate care for assigned hand tools and assigned technology/tablet/phone.

·         Manage van parts inventory ensuring that all parts are accounted for on service tickets to be invoiced out of inventory.

·         Restock used van stock inventory daily to guarantee that you always have appropriate parts to handle service calls and installs.

·         Confirm that coffee and water systems are clean and working properly after performing a service call, system cleaning or filter change.

·         Perform service swaps and repairs onsite ensuring appropriate paperwork and detail of parts installed are notated on service ticket to relieve from inventory.

·         Continued equipment training on current and new equipment product lines.

·         Manage daily service task list assigned advising Manager of any issues.

·         Perform vehicle checklist for service vehicle assigned, advising Manager when any vehicle damage or maintenance issues arise and perform regular service on vehicle.

·         Perform excellent Customer Service paying detail to Agora’s 24-Hour Service Promise, advise Manager should any issues in the field arise with a client.

Skills and Requirements

·         The ability to work independently.

·         Managing overtime on service calls with patience and not rushing the job.

·         Excellent customer service and communication skills.

·         The ability to diagnose and solve problems based on customers' non-technical descriptions.

·         Strong working knowledge of equipment and tools used in the industry.

·         Physical fitness to lift heavy equipment, work in confined spaces, and bend frequently.

Certificates and Licenses

Drivers License Required

Education/Experience 

High School Diploma or general education degree (GED); or six months to one-year related experience and/or training; or equivalent combination of education and experience.

Physical Requirements

This position requires the ability to perform essential functions in client locations, warehouses, and while operating a service vehicle.

Duties may require the ability to:

• Move between service vehicle, client sites, and warehouse environments throughout the workday.
• Position self to access, install, service, and clean coffee and water equipment, which may include bending, kneeling, reaching, and working in confined spaces.
• Operate hand tools, power tools, and standard service equipment safely. Lift, carry, and move coffee and water equipment or parts weighing up to 40 pounds on a frequent basis, and occasionally heavier items with assistance or mechanical aids.
• Load and unload parts and equipment from service vehicles.
• Drive a company or personal vehicle to service locations in the greater Seattle area. Communicate effectively with clients, team members, and supervisors in person, by phone, and in writing.
• Maintain visual acuity to inspect equipment, read service manuals, and complete documentation, with or without corrective lenses.
• The physical demands described here are representative of those that must be met to successfully perform the essential functions of this job.
• Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.