Specialty Technician Cafe Soultions

Summary of the Job

Service Technician 2 performs skilled installation, maintenance, and repair of commercial kitchen & beverage equipment with increasing independence and technical proficiency. This role emphasizes safety, troubleshooting, customer communication, and cross-functional support while meeting evolving performance and compliance standards. The position requires local and long distant travel, on-call availability, and cross-functional team support to ensure smooth operations and client satisfaction.

Key Responsibilities

• Skills: Achieving 50% of the market requirement.
• Safety: Become mindful of safety, PPE and driving awareness. Understand and comply with the Safety Visits Form.
• Electrical Prof Test: Successfully pass the electrical proficiency test (prerequisite for promotion).
• Dependability/Reliability: Consistent reliability and willingness to take on calls.
• Ticket Compliance/Admin: Accurate tickets and portal compliance.
• Communication:
• Understand and follow all dispatch and internal team communication protocols to ensure smooth coordination of work.
• Build and apply strong customer service soft skills, including active listening, clear updates, and professional tone, when interacting with customers and colleagues.
• Conduct thorough and concise communication debriefs in Corrigo/Customer Portals after service calls or customer interactions to keep all parties informed and aligned.
• Fully understand and utilize customer portals and the Interactive Voice Response System (IVRS) for accurate, timely, and efficient information sharing.
• Maintain consistent, proactive communication with the dispatch team throughout the day to confirm job status, address issues promptly, and avoid delays.
• Escalate concerns or service obstacles quickly and clearly so they can be resolved with minimal impact on customers and operations.
• Perform installation, maintenance, and repair of coffee, espresso machines, ovens, brewers, grinders, water filtration and related commercial kitchen equipment.
• Provide emergency and unscheduled repairs during customer downtime, as well as scheduled preventative maintenance to reduce service disruptions.
• Accurately diagnose technical issues, replace or repair defective parts, and verify functionality of equipment post-repair.
• Maintain up-to-date service and maintenance logs, including detailed reporting of issues, parts used, and time spent on site.
• Detect and report any defective materials or questionable conditions to management.
• Assist and train store personnel in basic troubleshooting and daily maintenance of equipment.
• Support other team members or divisions, when necessary, even in roles that are not a technician role.
• Step in to assist other team members or departments when needed, even if the role falls outside of a technician's typical responsibilities.
• Provide coverage during high-demand periods, staff shortages, or urgent situations to ensure operational goals and customer needs are met.
• Demonstrate flexibility by helping with administrative tasks, inventory, training, or customer coordination when called upon.
• Approach cross-functional support with a team-first mindset, recognizing that collaboration across roles strengthens overall performance.
• Maintain professionalism and customer service standards regardless of the role being performed, ensuring consistency in the company's brand and values.
• Keep work areas and service vehicle clean and orderly and follow all safety and sanitation regulations.
• Interpret service manuals, schematics, and work orders to determine problems and the appropriate repair steps.
• Operate a variety of hand and power tools, electrical testing devices, and material-handling equipment as needed.
• Communicate effectively with dispatch, service coordinators, and customers to ensure high service satisfaction.
• Perform any other duties assigned by manager(s) - (on all job descriptions) or
• Perform any other duties assigned by client or manager(s) - (on all job descriptions-optional use if Client should be included)
• Participate in and lead training for career development, safety and maintaining required certifications (on all job descriptions)
• Conduct and support client engagement activities to strengthen our relationships with our clients and increase our understanding of their needs

Organizational Core Competencies

• Perform all duties with integrity, safety, and a professional mentality
• Promote a positive and inclusive work/team environment
• Communicate all program deficiencies and improvements
• Report all non-conforming work
• Ensure effective communication
• Demonstrate discretion, confidentiality, and good judgment when dealing with sensitive company, personnel, and client information
• Foster collaboration and communication

Education Requirements

• High School diploma or equivalent

Years of Experience

• Tenure: 1+

Licensures/Training Requirements

• Valid Driver's License

Soft Skills

• Excellent organizational, communication, and leadership skills, including a demonstrated ability to lead multi-disciplinary teams and motivate others
• Ability to interface with cross-functional teams and all levels of personnel/management
• Strong problem-solving and analytical skills
• Able to work independently, managing multiple responsibilities (i.e., self-starter, self-motivated)
• Solid organization and time management skills
• Effective verbal and written communication skills
• Ability to think and act strategically and proactively
• Strong writing and presentation skills
• Resourcefulness, flexibility, and resiliency to operate in a dynamic work environment