Field Service Manager

Field Service Manager – Miami, Florida

Job

Field Service Technician/Manager – Miami Region

Looking for someone who is not afraid of travelling, someone with a strong electrical background and able to use a multimeter, able to do installations off of existing lines, and must like coffee.

Salary: $70k-$80k + 15% target bonus

Job Description – Field Service Technician/Manager (Coffee & Espresso Equipment) I. Position Summary / Objective

The Field Service Technician is responsible for installing, maintaining, and repairing espresso machines, filter coffee brewers, tea brewers, and grinders in the field. This position ensures that all equipment operates in accordance with illy quality standards at customer locations by performing machine adjustments, quality controls, and preventive service.

The technician supports the local sales team by performing site surveys, delivering staff training when needed, and maintaining consistent product quality across assigned accounts. Responsibilities include direct service, coordination with third‑party partners, documentation, inventory management, and adherence to all company policies. The role operates regionally with a focus on key customer accounts and service quality.

II. Primary Responsibilities

A) Machine Maintenance & Field Service – 50%

• Perform and manage field service calls as outlined in the "Branch Segmentation" and "Service Response Time" policies, prioritizing key accounts in direct markets.
• Complete troubleshooting, repairs, adjustments, and follow‑ups to maintain illy quality standards.

B) Quality Controls – 20%

• Conduct Quality Control (QC) evaluations at key accounts to ensure consistent beverage quality.
• Adjust machine parameters to achieve illy specification standards.

C) Equipment Installations – 15%

• Install espresso machines, coffee brewers, tea brewers, grinders, and related equipment at new and existing customer locations.
• Support installation coordination with branch operations and sales teams.

D) Repossessions – 5%

• Perform equipment repossessions following the documented Machine Repossession process flow.

E) Third‑Party Service Support – 10%

• Assist and collaborate with Third Party Service Providers (3PS) on installations, field service calls, Quality Controls, and equipment repossessions.

F) On‑Call Duties

• Participate in on‑call rotation as specified in the company’s "On Call Policy" and approved by the QTS Manager.

G) Administrative Responsibilities

• Complete service, QC, and audit forms accurately and submit them daily.
• Enter all service data into the required systems and maintain installation documentation.
• Track and submit signed serial numbers for loaned equipment.

H) Van & Shop Maintenance

• Organize and maintain parts inventory, reorder supplies, and ensure proper restocking.
• Maintain service vehicle in accordance with company maintenance checklists.

I) Quality Improvement & Training

• Support continuous improvement by conducting QC visits and delivering training to partners, customers, distributors, and team members.
• Engage in ongoing professional development to maintain high technical standards.

J) Technical Management & Compliance

• Maintain full compliance with all policies and procedures outlined in the company’s Policies and Procedures Manual.
• Work in alignment with company values and quality expectations.

K) Equipment Tracking

• Track equipment movement, serial numbers, installations, and repossessions in accordance with company policy.

III. Decision‑Making Authority Decisions Made Independently

• Review Monthly Branch Service Reports, KPIs, Rebuild Tracking, and QC reports.
• Perform required account QC evaluations and schedule assigned National Account quarterly QCs.
• Maintain and track local machine and parts inventory.
• Follow procedures for equipment repossession.
• Document and report quality control or technical issues to the Director of Quality & Technical Service.
• Adhere to technical budgets, including travel and expense (T&E) management.
• Assign expenses to correct cost centers using established G&L codes.

Decisions Referred to Manager

• Exceptions to policy or procedure.
• Approval for non‑standard repairs, high‑cost parts, or escalated customer issues.
• Any deviations from standard service or quality protocols.

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