Service Division: Service Technician
Employment Type : Full-Time
Overview:COMPANY PROFILE:Royal Cup, Inc. is the proven leader in sourcing, roasting, blending and providing high-quality coffees and fine teas since 1896 and is the chosen partner for restaurants, hotels, offices and commuters across the country.
We are a family-owned business rooted in a longstanding tradition of coffee roasting excellence who takes pride in our unparalleled dedication to customer care.
BENEFITS:Royal Cup Coffee offers a competitive compensation plan and a comprehensive benefits program. On top of being a part of a well caffeinated team, the benefits program includes healthcare, dental, vision, company paid disability, 401(k), life insurance, Flexible Spending Account plan, and paid vacation. Tuition reimbursement plan includes up to 80% reimbursement per company criteria. Ongoing trainings designed to provide maximum success for our employees is offered.Responsibilities: The Service Technician reports to the Service Manager(s). The Service Technician will provide an exceptional customer service experience by providing quality service repairs, installations and preventative maintenance for our FoodService Division clientele. Additionally, the Service Technician will be responsible for:- Customer Relations
- Establish a relationship with the customer so that the customer is satisfied with Royal Cup’s products and services.
- Represent Royal Cup in a professional manner at all times in all forms of customer communication and service.
- Represent Royal Cup’s professional image by following the dress code policy and by wearing company issued name tag at all times when on duty.
- Maintain a positive attitude at all times by taking ownership of own responsibility and actions.
- Service Commitment
- Equipment Repair
- Call customer within 2 hours of receiving call to assess the issue and give an E.T.A.
- Call customer if prior commitments cannot be met.
- Inform manager if any call is open more than forty eight hours.
- Repair Equipment in a timely manner, minimizing the customer’s service interruption.
- Make good equipment decisions (ie. when to swap equipment rather than repair).
- Manage equipment ordering through proper procedures.
- Equipment Installation
- Install all types of equipment in a manner that meets the customer’s requirements.
- Perform any pre-work, as required, to prepare for proper equipment installation. This pre-work may include connecting water lines, drilling holes, setting up drain lines and hooking up basic electrical components where “local codes” allow.
- Install and swap outs may require heavy lifting up to 75lbs.
- Preventative Maintenance
- Maintain equipment at optimal functionality by performing routine cleaning, necessary maintenance, and repairs in an organized and efficient manner, minimizing and/or preventing any interruption of service for the customer.
- Perform assigned National Accounts inspections within allotted time.
- Customer Retention & Revenue Growth
- Maintain up to date product knowledge; be prepared to answer customer questions related to Royal Cup products and services.
- Maintain customer awareness and focus; while visiting an account, be alert and take notice of any “red flags” that signal dissatisfaction with our products or service. For example, noticing a competitor’s equipment or products being used and/or negative comments toward the company.
- Maintain a sales and service mentality; be aware of things that may lead to new account sales opportunities, such as new construction or referrals from customers.
- Administrative Responsibilities
- Accurate completion & timely submission of all paperwork:
- Equipment Loan Agreements, Transfers & Receipts.
- Service Invoices tracking all service activities.
- Completed overtime sheets at the end of “B” & “D” weeks to receive timely payment.
- Period Inventory Data
- Communication Standards:
- Check voice mail and customer service messages at least twice daily.
- Respond to all voice, text and email messages promptly.
- Maintain current customer data programmed in the handheld device at all times.
- Tele-communication of handheld device data on a daily basis.
- Asset / Expense Control
- Inventory Controls:
- Perform Period Inventories for equipment & parts, keeping variances less than 10%.
- Keep parts inventory at par level without over-stocking.
- Return all defective parts and equipment under warranty for credit where applicable.
- Recycle parts and equipment where appropriate.
- Maintain appropriate equipment inventory to meet area demands.
- Provide guidance to Territory Managers when ordering parts.
- Control vehicle expenses through proper maintenance and defensive driving.
- Follow all company safety procedures.
- Policy Responsibility
- Always be mindful of and adhere to GMP’s, Quality and Food Safety requirements.
- Adhere to all company policies and procedures and guidelines.
Qualifications: POSITION REQUIREMENTS:To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill(s), and/or abilities (including physical abilities) required to satisfactorily perform each essential duty. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.- Minimum of High School Diploma and/or equivalent (i.e. GED).
- 2+ years Recent Experience in a Service Technician role.
- Experience in the Food & Beverage Services Industry is ideal and highly preferable.
- Must be willing to perform occasional, overnight travel (1-2 night stays) as required in support of customer account maintenance, new service installations and other projects. Every attempt will be made to provide advance notice and proper planning pending required overnight travel.
- Good Mechanical Aptitude, experience with Plumbing or Electrical work highly preferred.
- Ability to build and maintain lasting relationships with customers.
- Ability to be a team player but also work independently with a very strong work ethic.
- Ability to maintain a professional appearance and demeanor at all times while maintaining an outgoing and success driven personality.
- Ability, beyond basic skill performance levels with Reading, Writing, Mathematical & Computer Functions, to include:
- Ability to read, write and interpret basic correspondence.
- Ability to perform simple mathematical calculations: add, subtract, multiply and divide.
- Ability to operate basic office equipment: telephone system, desktop computers, fax and copy machines.
- Beyond basic abilities with Microsoft Office Software, specifically with Word and Excel.
- Experience with SAP is highly preferred.
- Ability to work with and support others in a positive way.
- Ability to successfully complete the pre-employment process.
PHYSICAL ESSENTIAL FUNCTION REQUIREMENTS:
- Ability to perform the physical demands of the position which, at times, are required to successfully perform each essential responsibility. Reasonable accommodations may be made to enable individuals with disabilities to perform the core responsibilities. These physical demands may include, among other functions:
- The ability to safely climb up and down, and sit and walk for extended periods of time.
- The ability to use hand tools and fingering/handling to operate buttons/levers of equipment.
- The ability to push, pull and lift equipment up to 150lbs.
- The ability to stoop, kneel, crouch, squat and other movements as needed to perform fine motor tasks part of routine machinery maintenance, clean-up, installation & other service.
- The ability to reach 74’’ to access equipment or product.
- The ability to carry product up to 30lbs.
- The ability to balance or walk on uneven surfaces.
- Ability to work within the work and or service location environment characteristics experienced while performing the essential functions for this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:
- Various forms of Personal Protective Equipment (PPE) are at times required and may include but are not limited to: hearing and eye protection, non-slip shoes.
- The employee is frequently exposed to very busy work environments (for example back of the house for restaurants, hotels, break rooms etc.).
- The employee is occasionally exposed to slick floor surfaces.
- The noise level in the work or service environment can be loud at times
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin, disability or status as a protected veteran.