Full-Time KL5 Coffee Dispatch/Tech
Job Description
Company Description:
KL5 Coffee provides sales, support, and service for specialty coffee equipment users in both the commercial and high-end home user realms throughout the NYC Metro area.
KL5 Coffee has been serving the NYC Coffee Scene since 2015. Over the past two years we experienced steady growth, leading to a move into a 1800 sq.ft facility in the East Williamsburg, Brooklyn area, thus allowing the business to expand its repair center, retail showroom, and training facility, while consistently providing great onsite support and service to existing clients.
On the commercial side, KL5 Coffee works with some of the best retail locations and roasters in the NYC area, from large outlets like Blue Bottle Coffee and Stumptown; to some of the great smaller roaster/cafes like SEY Coffee, Hungry Ghost, and Parlor.
Job Overview
Dispatch Coordinator and Specialty Coffee Equipment Service Technician with a technical and customer-service focus.
KL5 Coffee is looking for a new member of our growing team! This job is specific to:
1. Dispatching KL5 service team members with an emphasis on answering clients calls and inquiries promptly and techs are scheduled appropriately and efficiently to get service calls completed in a timely manner.
2. In-shop Tech Service and Phone Tech Support – A KL5 Coffee specialty coffee technician provides technical service and maintenance on specialty coffee equipment, most commonly: espresso machines (commercial + home), coffee brewers, coffee grinders, hot water towers, and commercial cafe equipment.
3. Inventory Management and assisting with general shop organization
4. The customer-facing experience and terrific customer service skills
We are always looking to find that great intersection between what the business needs with the specific skills you would bring to the job and are excited to use.
What you will encounter in the position:
- Customer Interface (Over the phone and text, via email, and in-person)
- Receive, accept, schedule, and follow-up with in-shop and field service assignments for clients to KL5 Techs
- In-shop diagnose, troubleshoot, repair, test, and service of specialty espresso and coffee equipment. (See equipment list below)
- Phone/Text/Email tech support of client equipment issues and inquires
- Inventory – updating and create parts lists for ordering to be submitted to our Shop Manager
- Communicate findings, suggestions, and solutions to customers and KL5 Team
- Learning, refining, and implementing various physical and digital systems
Position Requirements:
- Barista Knowledge: Dialing in a good shot of espresso
- Prior experience with equipment service, machine brands, and coffee in general in order to service, repair, and problem-solve in both quiet and bustling environments
- Having your own tools is not a must but certainly doesn’t hurt
- Solid computer skills. We use Google Drive, Spreadsheets, and Docs. Hires will also spend time on our client interface/dispatch software and should be able to navigate the platform smoothly and easily after training. There will be lots of emailing.
- Staying organized is vital.
- Physical Knowledge: Candidates should know how to lift things. 50-70lbs machines will have to be moved, either through innate strength or knowing how to utilize leverage. Able to perform the following functions: Stooping, kneeling, reaching, walking, pushing, standing, feeling, pulling, lifting, grasping, talking, hearing, climbing, balancing, bending and repetitive motions
- Self-Direction: Person should be self-directing and able to both focus on tasks and shift gears within a work day
- Creative Thinking Skills: This position will require someone that likes to have a variety of tasks, able to switch between tasks, and can think and problem solve creatively.
- Communication: Clear and consistent communication is important not only with clients but the entire KL5 Coffee team
- Customer-Facing Experience: Even if you have not had a job that would be considered “customer service” this position requires someone with a personality that allows for friendly, pleasant, professional interactions. KL5 Coffee has been built on its customer service and any one that accepts the position will be assisting in maintaining the reputation.
- Schedule: This position requires a fairly standard schedule. 40 hour / 5 Day work week. Though we always try to work with staff to make sure things balance with outside life.
Qualifications:
- Service Technician Experience a must. Specifically with some, but not necessarily all, of the following: La Marzocco, Slayer, Kees, Rocket, Synesso, FAEMA, FETCO, Mazzer, Mahlkonig, BUNN
- Previous barista experience or coffee making knowledge
- Strong (Did I say Strong, I meant Incredible) customer service skills – including phone, text, email, and in-person
- Ability to read manuals, parts diagrams, and wiring schematics
- Comfortable calling manufacturers to problem solve on the fly
- Solid computer skills
- Innate curiosity to want to figure out how things work
- A love of learning
- A love of coffee
- A desire to be part of a growing company
Possibilities:
All applicants must have prior tech experience. I am fond of saying “If I had time to train you, I wouldn’t need to hire you.” This is only true to a certain extent. There is always more to learn, whether on the job, in interactions with coworkers and customers, or through structured, scheduled training. With the position will come opportunities to learn more, whether on existing equipment you are unfamiliar with or with new emerging companies and machines. I believe we never stop learning and support the continuing accumulation of knowledge.
As KL5 Coffee grows, my hope is that the person that joins the team now will be an integral part of how it grows. There are lots of possibilities for the company right now and, with the right person, we can see many of them come to life.
Job Type: Full Time: 40 hours
Salary: Competitive. Based on Experience
Benefits:
3 Weeks Paid Time Off
Coffee from some of the best cafes in NYC.
Start Date: ASAP (but flexible if candidate is relocating to the NYC area)
How to Apply
Email a brief description of your experience and a resume to michael@kl5coffee.com1037 total views, 2 today
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