Equipment Servicing Technician

1. POSITION SUMMARY

The Breakroom Service Technician is responsible for installing, cleaning, servicing, and repairing equipment at client sites. This role uses company vehicles to visit client sites on the day's schedule and service machines efficiently and effectively. Breakroom Service Technicians specialize in common breakroom equipment, e.g. coffee machines. This position ensures continued functionality of equipment in the field and customer satisfaction through timely, friendly, quality service.

Technicians exercise judgement when diagnosing causes of equipment errors, discerning when escalated action is necessary.

• Ensures breakroom equipment is installed at client sites effectively, efficiently, and with high customer satisfaction
• Connects water sources to equipment while ensuring no leaks or water damage.
• Visits client sites as assigned and provides quality, efficient maintenance servicing of breakroom equipment in the field
• Effectively evaluates malfunctioning equipment and diagnoses the issue's source; determines next steps and documents and communicates status and updates according to company procedure
• Delivers excellent customer service at all times, providing in-person and phone updates to clients regarding technician presence and project updates as appropriate
• Mindfully shows care at worksites, including responsible treatment of client property and facilities:
  • Ensures a professional finish at worksites by reasonably tidying, cleaning, and picking up debris;
  • Cleans and wipes down all product and removes tape and packing materials;
  • Ensures no damage to client property or goods, whether item is preexisting or part of installation;
  • Participates in a tidy workspace by removing trash, obstacles, and hazards throughout maintenance or installation;
  • Checks own work after each project before leaving the client site to ensure quality;
  • Confirms no product, materials, or tools are unintentionally left behind at worksite
• Collects supporting materials as needed, such as pictures for warranty claims or client signatures
• Maintains and uses company equipment appropriately, responsibly, and safely without damage or loss
• Uses safe and careful carrying and transportation techniques at all times, especially while carrying on stairs
• Performs basic equipment installation functions, such as carrying and lifting, boxing or unboxing product, assembling components, connecting water lines, cleaning and detailing, etc.
• Carefully handles, lifts, carries, loads, secures, and unloads materials, products, and tools on and off company vehicles and between storage locations and client sites
• Coordinates with Operations Support Specialist and internal team to:
  • Plan daily route based on client locations as needed
• Coordinate installations with the company sales team and the client as needed
• Provide basic equipment demonstrations as needed
• Plan setup of equipment at client sites in alignment with client needs and company policies, procedures, and guidelines
• Perform equipment installations, exchanges, maintenance servicing, cleanings, filter replacements, and work orders according to entered tickets
• Coordinate with client directly to schedule servicing as needed
• Reviews upcoming assigned projects and makes appropriate preparations in advance, including coordinating internally as needed, communicating with the company schedulers, and ensuring the company vehicle is loaded with the needed product and equipment
• Accurately pulls, prepares, and stages product and materials for next day's servicing schedule
• Inspects equipment thoroughly for concealed damages and to confirm functionality; reports any findings according to company procedure
• Collects, checks, and loads all the day's needed equipment, samples, parts, accessories, servicing tools, replacement parts, and machines each morning:
  • Checks and loads all outgoing project materials
  • Ensures load is secure and cannot shift or fall in transit
  • Appropriately wraps and secures all product to minimize the risk of damage
  • Audits any outgoing equipment and requests changes as necessary
  • Marks any issues and reports to management
• Delivers all outgoing product to clients and handles open pick-up requests
• Processes all customer returns according to company procedure
• Promptly logs all relevant service information for work orders and secures client signature according to company procedures
• Reports any undelivered orders and pick-up issues to supervisor daily
• Receives calls from the internal team and makes accommodations for special requests as necessary
• Maintains up-to-date vehicle checklist and reports concerns to management
• Maintains a safe and clean vehicle and working environment by complying with policies, procedures, and regulations:
  • Understands all company safety guidelines and protocols outlined in the Safety Handbook
  • Follows up on vehicle maintenance and inspections as needed according to federal, state, and company guidelines
• Acts as the on-site point-of-contact for the customer during maintenance or…