Field Service Technician

Job Title: Field Service Technician

 FLSA Status: Nonexempt

 Direct Manager: Director of Roastery Operations

Purpose:

The Field Service Technician is responsible for installing, troubleshooting and performing preventative maintenance/quality checks on multiple types of espresso, coffee, and water machines. Services all OZO cafes and wholesale accounts, most local to Boulder/Denver. Tracks and maintains parts, tools, and equipment inventory and assists with general maintenance requests from OZO Cafes.

Responsibilities:

Equipment Maintenance

▪        Responds to all service calls for OZO roastery customers as well as OZO cafes, and calls customers to begin troubleshooting

▪        Conducts regular preventative maintenance on espresso, coffee brewers, grinders, water filtration systems, and water towers for all OZO wholesale accounts and cafes

▪        Calibrates all coffee equipment to OZO’s quality standards and recipes

▪        Bench tests and installs new and used equipment

▪        Maintains parts, tools, and equipment inventory to ensure adequate supplies are available for timely response to service and maintenance requests

▪        Refurbishes equipment when necessary

▪        Maintains general Roastery production equipment

Maintenance Administration

▪        Provides input to the service schedule to ensure appropriate timeline for maintenance visits

▪        Communicates with customers on-site, completes service forms, and sends detailed recaps of service visits to OZO team

▪        Works collaboratively with other OZO teams – Service Tech Administrator, Sales, and Retail

▪        Responsible for the OZO service phone, responds to occasional calls after hours

▪        Reports back to the Sales Department if customers are in need of training or are not keeping to OZO’s wholesale partner quality standards

▪        Cleans, organizes, and maintains dedicated Service Technician workshop and service vehicle

▪        Tracks service KPIs and updates weekly performance log

▪        Other duties as assigned

Skills and Abilities:

▪        Must maintain a valid driver license, a clean driving record, and insurability under OZO’s insurance policy

▪        Must be mechanically inclined and have a willingness to learn and adapt to new machinery or systems

▪       Experienced maintaining and repairing Synesso, La Marzocco, Nuova Simonelli, Curtis, Bunn, and Fetco

▪        Barista experience (at least one year)

▪        Self-sufficient and self-motivated

▪        Possess excellent time management skills

▪        Outstanding customer service skills

▪        Ability and willingness to learn process and software systems, including but not limited to Microsoft Office, Google Suite, and QuickBooks

▪        Interest in staying current on trends in the industry

▪        Excellent written and verbal communication skills

▪        Upholds company standards of excellence by making decisions that positively affect the wellbeing of teammates and customers

▪        Communicates early and often with teammates and managers to problem solve

▪        Contributes thoughtful ideas and suggestions for improving operations

▪        Demonstrates a passion for excellence

▪        Maintains a friendly demeanor with customers, teammates, and managers

▪        Reliable and consistent – manager and teammates can always depend on punctuality and a can-do, team-player attitude

▪        Open to feedback and constructive criticism

Physical and Cognitive Requirements:

This position has the following physical requirements:

▪        Constant

         o    Standing for the majority of an 8-hour shift

▪        Frequent

          o    Walking short distances

          o    Bending or twisting the waist and neck

          o    Reaching forward and occasionally above the head

          o    Gripping and repetitive motion with the hands

          o    Use of dexterity, handling, and wrist motions

          o    Carrying up to 60 lbs

▪        Occasional

          o    Crawling, crouching, squatting, stooping or kneeling

          o    Lifting of up to 80 lbs to the shoulder, team lifting of over 80 lbs

          o    Pushing or pulling of over 90 lbs

          o    Climbing of steps or ladders

This position has the following mental capabilities and cognitive requirements:

▪        Staying calm and focused in a demanding roastery environment

▪        Monitoring and modulating emotional reactions

▪        Understanding, remembering, and applying routine verbal and/or written instructions

▪        Organizing activities to complete sequential or routine tasks

▪        Counting, adding, subtracting, multiplying and dividing

▪        Seeing objects and persons at a distance, and stereoscopic vision

▪        Hearing conversation in a noisy environment, telling where a sound is coming from, and hearing differences in sounds

Working Conditions:

▪        Works in a variety of retail business environments such as kitchens, restaurants, offices and industrial areas

▪        Occasional irregular or extended work hours, working alone, and fielding multiple demands from several people

OZO Values:

▪        Teamwork

▪        Respect

▪        Courtesy

▪        Kindness

▪        Integrity

▪        Courage

▪        Conviction

▪        Consistency

▪        Punctuality

▪        Authenticity