Full-Time Tech Dispatch and Shop Coordinator
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. In the time we have 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
Tech Dispatch and Shop Coordinator, with a technical and customer-service focus.
KL5 Coffee is looking for a new member of our growing team! Job specifics include :
1. Coordinating and Dispatching KL5 service team members. With an emphasis on answering clients calls and inquiries promptly. Ensuring techs are scheduled appropriately and efficiently to get service calls completed in a timely manner.
2. In-shop Tech 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. Assisting with Inventory Management and assisting with general shop organization
4. The customer-facing experience and terrific customer service skills
5. Receiving and returning client machines for In Shop Service.
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 inquiries
Inventory – updating and create parts lists for ordering
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
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. Specifically with some, but not necessarily all, of the following: La Marzocco, Slayer, Rocket, Synesso, 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 should 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
- Health Care Benefit Reimbursement
- 401(k) with Employer Contributions
- Coffee from some of the best cafes in NYC.
Start Date: Like, right now (but flexible if candidate is relocating to the NYC area)
How to Apply
Email brief statement about yourself and resume Michael@KL5coffee.com1063 total views, 1 today
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