Service Technician

The Service Technician plays a crucial role in delivering exceptional technical service and customer care. Working directly with the Tech Service Manager of Key Equipment and Wholesale Operations, this position is responsible for managing maintenance requests and servicing both company-owned and customer equipment.

Role Description:

TIMELINESS & EFFICIENCY: Service Technicians are responsible for managing their daily schedule and open maintenance requests to ensure all assignments are completed efficiently. While unexpected situations may arise, technicians must carefully manage their time at each job site to maintain schedule integrity and customer satisfaction.

KNOWLEDGE OF EQUIPMENT: Service Technicians must demonstrate a never stop learning mentality about equipment and daily processes.. From coffee brewers and espresso machines to plumbing and electrical systems, the Service Technician will develop and maintain a comprehensive understanding of the basic functioning of the various types of equipment we service.

DIAGNOSTICS - Accurate diagnostics are fundamental to resolving maintenance requests effectively. Service Technicians will be expected to troubleshoot and diagnose complex electrical and mechanical issues related to coffee brewing and roasting equipment, as well as key equipment that keeps Stone Creek Coffee operating. This requires both technical knowledge and methodical problem-solving skills.

PROBLEM RESOLUTION – Service Technicians must excel at effective problem-solving in dynamic situations. The ability to think quickly, assess situations accurately, and implement solutions efficiently is crucial to maintaining our high service standards and meeting customer expectations.

COMMUNICATION & CUSTOMER CARE - Clear and thorough communication is essential to providing remarkable customer care and eliminating service gaps. Service technicians must effectively communicate their scope of work and service procedures to customers. In so doing, a Service Technician must be able to clearly and kindly communicate to the customer in a way that is inviting and easy to follow. This ensures customer satisfaction and helps maintain our professional service standards.