Field Service Customer Support - Community Coffee

Field Service Customer Support

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Department:  Sales Operations
Reports To:   Café Equipment Fulfillment Manager
Travel Required:  None

Why Join Community Coffee?

Community Coffee Company is the #1 family-owned and operated retail coffee brand in America.  Rooted in family and tradition, yet always looking to the future, you can expect a fast-paced environment that is both challenging and rewarding. Join us and make your passion your profession!

Position Overview

As a Field Service Customer Support team member, you will help resolve equipment customer calls by phone. Should the repair need Technician support in the field, you will have service dispatched to, maintain, install and remove brewing and serving equipment according to established company policies, procedures and standards. You can expect to interact with customers on a daily basis, troubleshoot complex issues, and collaborate with the sales team. Our Field Service Technicians support the overall sales function by providing outstanding customer care and prompt service.

Function Related Activities/Key Responsibilities

• Communicates with customers in a professional, patient, and courteous manner to resolve issues related to café equipment.
• Provides basic troubleshooting assistance in a call center environment relating to commercial coffee & tea, beverage equipment.
• Resolves any current or emerging issues that a customer might face by providing appropriate solutions & alternatives.
• Creates service orders and documents all activities and communications associated with service events in service database.
• Resolves at least 20% of services calls with minimal assistance upon completion of training.
• Communicates with internal & external customers regarding return status & activity.
• Monitors areas of concern on an ongoing basis and follows up the Team responsible.
• Responsible for proper opening and closing of work orders, invoicing non-serialized equipment, issuing parts and placement and pick-up of café equipment utilizing a handheld computer device.
• Investigates and reports damages caused by company owned equipment to customer property.
• Answers incoming calls/emails, answers general inquiries and routes calls to proper party or voice mailbox and records and distributes messages accordingly.
• Dispatches equipment service calls to service technicians
• Identifies and assesses customers’ needs to achieve satisfaction.
• May be requested to perform different or additional duties as assigned.

Position Requirements

• High School diploma or equivalent required.
  • Passing score on aptitude test required in lieu of high school diploma or equivalent.
• Three years related experience in HVAC, electrical, or small appliance repair preferred
  • Experience with Community Coffee, even if unrelated, may fulfill this requirement at the discretion of the hiring manager with approval from Human Resources.
• Familiarity with electrical and mechanical fundamentals, required.
• Must be at least 21 years of age.
• Valid driver’s license: A Commercial Driver’s License (CDL) may be required.
• Knowledge of Microsoft Office Products Word Processing software
• Utilization of a handheld computer device is preferred.
• Knowledge of SAP a plus.
• Successful completion of pre-employment physical.

What we’re looking for

• Excellent customer service and communication skills
• Dependable self-starter    
• High attention to detail
• Team oriented

Physical Demands/Work Environment

The physical demands 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 disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to do the following:

• Use hands to finger, handle or feel objects, tools or controls and reach with hands and arms.
• Is frequently required to sit.
• Is regularly required to talk & hear.
• Must frequently lift and/or move up to 35 pounds.  May occasionally lift and/or move up to 85 pounds (with assistance of lift or by two persons) and may occasionally lift and/or move up to 200 pounds (with assistance of lift and by two persons).
• Specific vision abilities required by this job include close vision, distance vision, peripheral vision, color vision, depth perception and the ability to adjust focus.
• Field Sales Environment:  While performing the duties of this job, the employee occasionally works near moving mechanical parts; in high, precarious places; and in outside weather conditions and is occasionally exposed to fumes or airborne particles; The noise level in the work environment is usually moderate but may be moderately loud in warehouse areas.

Our Values

Champion People             Welcome Individuality, Learn Together, Encourage Each Other

Inspire Creativity               Dream big, Think Fresh, Make It Happen

Wow Our Customers        Serve with Purpose, Exceed Expectations, Do What’s Right

Serve Our Communities   Be Genuine, Bring Joy, Make a Difference

Win Together                   Be Brave, Have Fun, Celebrate

Community Coffee Company offers a competitive salary and benefits package including health, dental, vision, life insurance, 401(k), short- and long-term disability, paid time off and employee assistance program.
 

Community Coffee Company and its subsidiary companies will provide equal employment opportunities to all applicants and employees without regard to an applicant’s or employee’s race, color, religion, sex, sexual orientation, gender identity or expression, gender, genetic information, uniformed service, national origin, age, veteran status, disability, pregnancy, or any other status protected by federal or state law. Community Coffee Company will provide reasonable accommodations to allow an applicant to participate in the hiring process (e.g., accommodations for a test or job interview) if so requested. When completing this application, you may exclude information that would disclose or otherwise reference your race, religion, age, sex, genetic, veteran status, disability or any other status protected by federal or state law. Community Coffee Company will also provide reasonable accommodations to allow an employee to perform the essential functions of a position, as required by applicable law.  This application is considered current for sixty (60) days only. At the end of this period, if you are still interested in employment, it will be necessary for you to reapply by completing a new application.