Sr. Field Service Engineer Details

Sr. Field Service Engineer

Bellwether Coffee - Berkeley, CA

Employment Type : Full-Time

Sr. Field Service Engineer

Berkeley, California

About us

Headquartered in Berkeley, CA, Bellwether Coffee is a venture-backed, high-growth tech company working hard to positively transform the coffee industry, making it more accessible and sustainable for our planet and our communities. We’re a diverse team of coffee industry veterans, entrepreneurs, engineers, technicians, human-centered designers, and people-focused rule-breakers who have a passion for making the “impossible” a reality.

What we do

Our revolutionary electric, ventless, zero-emissions commercial coffee roaster uses clean technology and does not require gas lines or expensive ventilation. It is the most consistent and controllable roaster available, the lowest carbon footprint commercial roaster ever made, and was designed by coffee people who want a better future for coffee roasting. Our roasting platform allows Bellwether customers to easily and responsibly source green coffee from incredible coffee farms around the world, expertly roast using artisan-crafted roast profiles (or create their own), and share fresh, delicious coffee just the way their customers like it.

About you

You are a crucial member of the team. You are a naturally empathetic and integrity driven person. You enjoy solving problems for others. You are a critical thinker, you love sharing your thoughts and ideas and progress with the team. You have a sense of urgency with everything you do without compromising quality and detail.

Key Responsibilities – What success looks like

• Recruitment of highly capable, best-in-market third-party service partners across the US and Canada.
• Assessment of technical and customer service skill sets of third-party service partner candidates
• Design, creation, and execution of Bellwether Certified Tech training program. Includes:
  • Construction of theory of operation
  • Installation and deinstallation
  • Maintenance
  • Most common repairs
• Within set hours, remote technical support of customers and third-party service providers through email, phone, text, videoconference or other channels.
• Assistance in determining root cause on all field failures
• Management of the field service retrofit program
• Documentation of technical failures and repairs for cases that require support from technical services within Field Service Lightning
• Performance of field repairs on all novel field failures
• Performance of field repairs on failures which are deemed outside the skillset of third-party service partners.

Qualifications

• 3-5 years experience as a technician in a relevant field
• Experience designing and leading training programs for other technicians
• Familiarity with commercial and residential electrical systems
• Knowledge of pneumatics, high- and low-voltage electronics, mechanical linkages and assemblies
• Excellent customer service and vendor management skills
• Basic knowledge of coffee roasting methods and standards
• Strong interpersonal and communication skills
• Familiarity with Salesforce, Microsoft Office and cloud-based equivalents (e.g. Google Docs)
• Ability to travel up to 60% time for first few months on the job and an average of 15% thereafter

Preference will be given to those who

• Have degrees in relevant engineering disciplines
• Demonstrate the ability to self-direct and solve problems skills.

We are an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, gender, sexual orientation, pregnancy, national origin, ancestry, age, marital status, physical or mental disability, genetic information, medical condition, veteran status, or any other class protected by local, state, or federal law.