Service Department Manager / Team Leader of Coffee Machine Technicians

Five O'clock brands / Crazy Fresh Coffee
Royal Oak, MI
Oct 03, 2017
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Institution Type
Outside Academe

Job Description

This position would start full time @ $40 - 50,000.00 / annual salary (depending on level of experience) plus benefits and overtime, with opportunities for advancement.

Employment type: full-time

Five O'clock Brand's King & Crazy Fresh Coffee division is looking for a manager of the technical service department. Candidate MUST have coffee machine technical service and restaurant equipment repair experience. Candidate to repair and refurbish coffee, tea and espresso machines. If you like to fix things, are good with people, LOVE COFFEE, are a good worker and self-starter, THIS JOB IS FOR YOU!!!

Prior experience with coffee equipment is mandatory, so please do not apply without it.

Job Responsibilities and daily duties include (but not limited to:)

Take incoming customer calls.

Schedule and coordinate all service calls with techs as calls are received via company service app

Dispatch Service Technicians including from home to first call when necessary

Debrief Service Technicians after completion of each call.

Assisting with Refurbishing coffee, tea and espresso equipment in a timely, orderly and thorough manner, in house, or in the field as road calls

Respond to any messages left overnight.

Maintain the dispatch board / schedule after answering customer calls, then dispatch and schedule current service technicians with their daily schedules as service calls come in.

Forecast equipment refurbishing schedule for immediate service calls as well as new customer installations 2 -- 3 days or weeks out

Follow up on all pending and recommended work with customer utilizing the pending work log.

Maintain the maintenance agreements, including billing, scheduling, and staging of materials, database information, customer hard files and renewals.

Assist other company managers and with marketing issues as directed.

Order parts for special orders AND maintain parts inventory

Update customer files as information is received from installation. (Extended warranties, equipment info, new customers, Birthday tickler file, etc.) and continue maintaining customer service history files in database and filing service orders

Set up customer file for new customers with equipment file/service contracts and maintain customer database with current information.

Maintain on call schedule, to include 1st on call and standby technician

Maintain clear and concise communications with intra -department managers, sales people, employees and company customers, and keep them updated when calls get done.

File service orders

Prepare paperwork for all manufacture warranty parts

Compare service timecards and work orders to service schedule and GPS records, checking service time cards for accuracy

Prepare service invoices and timecards for processing and forward checks and payments to accounting.

Happy calls / customer surveys.

Job requirements

Having good people skills

Advanced customer service skills.

Have and exhibit a sense of urgency and the ability get things done

Ability to multi-task with great organizational skills and good time management skill to get work done on time.

Geographical knowledge of service area or map reading skills

Good Computer skills

High school diploma or general education degree (GED)

Two years related experience and/or training in customer service, dispatching or project management or equivalent combination of education and experience
Good driving record

Company Description
Our story reaches back to 1911, and we're continuing to create that story every day. We have two divisions; a coffee and tea division (FIVE AM) and a wine division (FIVE PM.)
We're dedicated to sourcing the finest coffee beans and wine growers and our attention to the details is extremely meticulous.

Our work is a labor of love and our quest is driven by always trying to do it better. This is at the core of who we are and what we are all about, which is serving our customer/partners.

We are ALWAYS in seek of good people that "love food and wine, walk the walk and talk the talk."

Life is ALL all about relationships.

Royal Oak, MI


Mon, 2 Oct 2017 07:13:10 PDT