Service Technician

The Service Technician provides technical support, repair, and maintenance for Commonplace retail locations and wholesale clients' coffee and espresso equipment.

About Commonplace Coffee

Commonplace Coffee exists to foster and build community through coffee with Craft and Care.

Description

As a key team member of the Commonplace Coffee Service Department, the Service Technician provides technical support, repair, and maintenance for Commonplace retail locations and wholesale clients' coffee and espresso equipment. The Service Technician is passionate about coffee, coffee equipment, customer service, and long-term relationship building. This role requires some familiarity and comfort with tools and equipment as well as a demonstrated interest in mastering technician skills specific to coffee and espresso equipment.

This role will work closely with the Service Manager and gain increasing autonomy as they continue to build skills and experience.

Essential Functions:

Service Technician (upon completion of initial training/shadowing)

• Perform routine maintenance to espresso and coffee equipment in Commonplace cafes and wholesale locations through routine Preventative Maintenance appointments; maintain a quarterly/biannual visit schedule.
• Perform non-routine maintenance and respond to urgent equipment issues when the unexpected emerges for both Commonplace cafes and wholesale clients.
• Diagnose equipment issues and field questions from clients onsite or over the phone.
• Troubleshoot issues independently and in consultation with Service Manager and equipment manufacturers.
• Maintain minimum billable hours requirements.
• Create and submit invoices for all work performed.
• Track and submit parts used weekly and help maintain parts database and stock inventory.
• Assist Service Manager with equipment installations and occasional in-house projects, such as equipment bench-testing and larger equipment rebuild projects.
• Work collaboratively as needed with the Founder and Wholesale Manager to support wholesale clients.

Communication

• Work closely with the Wholesale Manager to coordinate and schedule service requests via email or phone, helping to maintain the team-wide Service Department calendar.
• Attend weekly or biweekly meetings with Service Manager to discuss department goals, upcoming projects and events, and alignment of schedules.

Continuing Education

• Attend Service Technician training within the first three months of employment, either via an accredited instructor or through an equipment manufacturer. Maintain ongoing training as needed.

Qualifications:

• Technical or mechanical experience strongly preferred, but not required. Preference for experience servicing espresso and coffee machines.
• Strong communication skills:
  Technician will be required to communicate effectively between clients, technicians, and manufacturers on a routine basis; contacting manufacturer technicians for help in diagnosing and repairing issues.
• Aptitude for creative problem solving and diagnosing issues independently.
• Attention to safety and detail:
  Technician will be required to work around high voltage electrical circuits, hot water, and pressurized steam. Technician will utilize chemical descalers and lubricants on a routine basis.
• Effective researcher and ability to learn on-the-fly:
  Technician will be required to search through parts and electrical diagrams, typically found through manufacturer websites and be required to routinely use these documents to locate parts and part numbers, rebuild machine circuits and valves.
• Honesty and integrity:
  Willingness and comfort to communicate when equipment breaks and mistakes are made and when additional help is needed.
• Strong interpersonal skills, ability to work independently in crowded and noisy spaces such as cafe environments.
• Candidates with 1-2 years of experience working in specialty coffee are preferred but not required, for example some experience with programming espresso machines and grinders to "dial-in" espresso for drinks.
• Ability to travel to training via car and/or plane.
• Valid drivers license and clean driving record, including ability to drive small transit/moving vans on occasion.

Physical…