Specialty Technician Cafe Soultions

Summary of the Job:

Service Technician 2 performs skilled installation, maintenance, and repair of commercial kitchen & beverage equipment with increasing independence and technical proficiency. This role emphasizes safety, troubleshooting, customer communication, and cross-functional support while meeting evolving performance and compliance standards. The position requires local and long distant travel, on-call availability, and cross-functional team support to ensure smooth operations and client satisfaction.

Key Responsibilities

• Skills: Achieving 50% of the market requirement.

• Safety: Become mindful of safety, PPE and driving awareness. Understand and comply with the Safety Visits Form.

• Electrical Prof Test: Successfully pass the electrical proficiency test (prerequisite for promotion).

• Dependability/Reliability: Consistent reliability and willingness to take on calls.

• Ticket Compliance/Admin: Accurate tickets and portal compliance.

• Communication:

• Understand and follow all dispatch and internal team communication protocols to ensure smooth coordination of work.

• Build and apply strong customer service soft skills, including active listening, clear updates, and professional tone, when interacting with customers and colleagues.

• Conduct thorough and concise communication debriefs in Corrigo/Customer Portals after service calls or customer interactions to keep all parties informed and aligned.

• Fully understand and utilize customer portals and the Interactive Voice Response System (IVRS) for accurate, timely, and efficient information sharing.

• Maintain consistent, proactive communication with the dispatch team throughout the day to confirm job status, address issues promptly, and avoid delays.

• Escalate concerns or service obstacles quickly and clearly so they can be resolved with minimal impact on customers and operations.

• Perform installation, maintenance, and repair of coffee, espresso machines, ovens, brewers, grinders, water filtration and related commercial kitchen equipment.

• Provide emergency and unscheduled repairs during customer downtime, as well as scheduled preventative maintenance to reduce service disruptions.

• Accurately diagnose technical issues, replace or repair defective parts, and verify functionality of equipment post-repair.

• Maintain up-to-date service and maintenance logs, including detailed reporting of issues, parts used, and time spent on site.

• Detect and report any defective materials or questionable conditions to management.

• Assist and train store personnel in basic troubleshooting and daily maintenance of equipment.

• Support other team members or divisions, when necessary, even in roles that are not a technician role.

• Step in to assist other team members or departments when needed, even if the role falls outside of a technician's typical responsibilities.

• Provide coverage during high-demand periods, staff shortages, or urgent situations to ensure operational goals and customer needs are met.

• Demonstrate flexibility by helping with administrative tasks, inventory, training, or customer coordination when called upon.

• Approach cross-functional support with a team-first mindset, recognizing that collaboration across roles strengthens overall performance.

• Maintain professionalism and customer service standards regardless of the role being performed, ensuring consistency in the company's brand and values.

• Keep work areas and service vehicle clean and orderly and follow all safety and sanitation regulations.

• Interpret service manuals, schematics, and work orders to determine problems and the appropriate repair steps.

• Operate a variety of hand and power tools, electrical testing devices, and material-handling equipment as needed.

• Communicate effectively with dispatch, service coordinators, and customers to ensure high service satisfaction.

• Perform any other duties assigned by manager(s) - (on all job descriptions) or

• Perform any other duties assigned by client or manager(s) - (on all job descriptions-optional use if Client should be included)

• Participate in and lead training for career development, safety and maintaining required certifications (on all job descriptions)

• Conduct and support client engagement activities to strengthen our relationships with our clients and increase our understanding of their needs

Organizational Core Competencies:

• Perform all duties with integrity, safety, and a professional mentality
• Promote a positive and inclusive work/team environment
• Communicate all program deficiencies and improvements
• Report all non-conforming work
• Ensure effective communication
• Demonstrate discretion, confidentiality, and good judgment when dealing with sensitive company, personnel, and client information
• Foster collaboration and communication

Education Requirements:

• High School diploma or equivalent

Years of Experience:

• Tenure: 1+

Licensures/Training Requirements:

• Valid Driver's License

Soft Skills:

• Excellent organizational, communication, and leadership skills, including a demonstrated ability to lead multi-disciplinary teams and motivate others
• Ability to interface with cross-functional teams and all levels of personnel/management
• Strong problem-solving and analytical skills
• Able to work independently, managing multiple responsibilities (i.e., self-starter, self-motivated)
• Solid organization and time management skills
• Effective verbal and written communication skills
• Ability to think and act strategically and proactively
• Strong writing and presentation skills
• Resourcefulness, flexibility, and resiliency to operate in a dynamic work environment

Schedule/Essential Physical Functions Disclaimer as applicable:

The schedule and essential physical functions described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disability to perform the essential functions.

• While performing the duties of this job, this position may require the individual to work rotating shift assignments, weekends, holidays, and overtime as needed. Standby and on-call duty are required, and the individual must be able to respond to the facility within one hour. Some shifts will require working alone
• Must have the ability to lift 70 pounds using company-provided equipment
• Be able to work in tight spaces
• Ability to climb stairs, ladders, and work from heights

Travel:

• Ability/willingness for local travel.
• On-call work and weekend travel are required.

Safety/Drug Screening:

• Capability to pass background checks and initial drug screening
• Valid driver's license

About Smart Care

Smart Care is a national repair and service provider for commercial foodservice, refrigeration, and cold storage equipment. Our offering of comprehensive mechanical services includes hot side cooking equipment, stand-alone refrigeration, specialty coffee and beverage, complex rack refrigeration and HVAC.

Smart Care is an Equal Employment Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other protected class status. All qualified individuals are encouraged to apply. If you need a reasonable accommodation with respect to Smart Care's application or hiring process due to a disability, please contact the Human Resources department at HR@smartcaresolutions.com.