Field Service Technician

Field Service Technician

Job Title: Field Service Technician

FLSA Status: Nonexempt 

Pay Rate: $25 - $32/hr

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 
• Standing for the majority of an 8-hour shift
• Frequent 
• Walking short distances
• Bending or twisting the waist and neck
• Reaching forward and occasionally above the head
• Gripping and repetitive motion with the hands
• Use of dexterity, handling, and wrist motions
• Carrying up to 50 lbs
• Occasional 
• Crawling, crouching, squatting, stooping or kneeling
• Lifting of up to 80 lbs to the shoulder, team lifting of over 80 lbs
• Pushing or pulling of over 90 lbs
• 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