Service Division: Service Technician

US-IL-Shorewood
Req No.
2017-1578
Category
Maintenance & Service
Type
Regular Full-Time
Shift
1st Shift

Overview

 Excellent Opportunity for Service Technicians!!! 

 

 

COMPANY PROFILE:

Royal Cup, Inc. is a large, privately held national importer, roaster and distributor of coffees, teas and related products that has been in business for over 120 years.  Royal Cup, Inc. currently provides product and service to businesses and individuals throughout the United States, and we’re growing! 

 

We have an immediate opening for a Service Technician to support our FoodService & Office Coffee Services Divisions.  Key segments of these divisions include: professional services, fine dining and casual & family restaurants, hotels & conference centers, coffee shops, resorts and clubs, healthcare facilities, colleges and universities, professional services, law firms, energy companies, distribution facilities and businesses that provide coffee to employees.  Providing outstanding service is the responsibility of every Royal Cup employee.  The Service Technician role is a key, “front line” position, with direct dealings supporting Royal Cup's customers.  This Service Technician role will support several sites in the market area.  Occasional, overnight travel will be required in support of customer account maintenance, new service installations and other projects.  Every attempt will be made to provide advance notice and proper planning pending required overnight travel.

 

Royal Cup Coffee offers a competitive compensation plan and benefits including 401(k), healthcare, life insurance, vacation and more.  A full training program designed to provide maximum success of our employees is offered.

 

Learn more about Royal Cup, Inc:

Web: http://www.royalcupcoffee.com/

Twitter: @RoyalCupCoffee

LinkedIn: https://www.linkedin.com/company/royal-cup-coffee

Facebook: https://www.facebook.com/pages/Royal-Cup-Coffee/112502408786722

Responsibilities

 

The Service Technician will provide an exceptional customer service experience by providing quality service repairs, installations and preventative maintenance for our clientele.  Additionally, the Service Technician will be responsible for:

 

Customer Relations

  • Establish a relationship with the customer so that the customer is satisfied with Royal Cup’s products and services.
  • Represent Royal Cup in a professional manner at all times in all forms of customer communication and service.
  • Represent Royal Cup’s professional image by following the dress code policy and by wearing company issued name tag at all times when on duty.
  • Maintain a positive attitude at all times by taking ownership of own responsibility and actions.
  • Equipment Repair
    • Call customer within 2 hours of receiving call to assess the issue and give an E.T.A.
    • Call customer if prior commitments cannot be met.
    • Inform manager if any call is open more than forty eight hours.
    • Repair Equipment in a timely manner, minimizing the customer’s service interruption.
    • Make good equipment decisions (ie. when to swap equipment rather than repair).
    • Manage equipment ordering through proper procedures.

Service Commitment

  • Equipment Installation
    • Install all types of equipment in a manner that meets the customer’s requirements.
    • Perform any pre-work, as required, to prepare for proper equipment installation.  This pre-work may include connecting water lines, drilling holes, setting up drain lines and hooking up basic electrical components where “local codes” allow.
    • Install and swap outs may require heavy lifting up to 75lbs.
  •  Preventative Maintenance
    • Maintain equipment at optimal functionality by performing routine cleaning, necessary maintenance, and repairs in an organized and efficient manner, minimizing and/or preventing any interruption of service for the customer.
    • Perform assigned National Accounts inspections within allotted time. 

Customer Retention & Revenue Growth

  • Maintain up to date product knowledge; be prepared to answer customer questions related to Royal Cup products and services.
  • Maintain customer awareness and focus; while visiting an account, be alert and take notice of any “red flags” that signal dissatisfaction with our products or service.  For example, noticing a competitor’s equipment or products being used and/or negative comments toward the company.
  • Maintain a sales and service mentality; be aware of things that may lead to new account sales opportunities, such as new construction or referrals from customers.

Administrative Responsibilities

  • Accurate completion & timely submission of all paperwork:
    • Equipment Loan Agreements, Transfers & Receipts.
    • Service Invoices tracking all service activities.
    • Completed overtime sheets at the end of “B” & “D” weeks to receive timely payment.
    • Period Inventory Data
  • Communication Standards:
    • Check voice mail and customer service messages at least twice daily.
    • Respond to all voice, text and email messages promptly.
    • Maintain current customer data programmed in the handheld device at all times. 
    • Tele-communication of handheld device data on a daily basis.

Asset / Expense Control

  • Inventory Controls:
    • Perform Period Inventories for equipment & parts, keeping variances less than 10%.
    • Keep parts inventory at par level without over-stocking.
    • Return all defective parts and equipment under warranty for credit where applicable.
    • Recycle parts and equipment where appropriate.
    • Maintain appropriate equipment inventory to meet area demands.
  • Provide guidance to Territory Managers when ordering parts.
  • Control vehicle expenses through proper maintenance and defensive driving.
  • Follow all company safety procedures.

Policy Responsibility

  • Always be mindful of and adhere to GMP’s, Quality and Food Safety requirements.
  • Adhere to all company policies and procedures and guidelines.

Qualifications

 

  • High School Education
  • 2+ years Recent Experience in a Service Technician role.
  • Experience in the Food & Beverage Services Industry is ideal and highly preferable.
  • Good Mechanical Aptitude, experience with Plumbing or Electrical work highly preferred.
  • Ability to build and maintain lasting relationships with customers.
  • Ability to be a team player but also work independently with a very strong work ethic.
  • Ability to maintain a professional appearance and demeanor at all times while maintaining an outgoing and success driven personality.
  • Ability, beyond basic skill performance levels with Reading, Writing, Mathematical & Computer Functions, to include:
    • Ability to read, write and interpret basic correspondence. 
    • Ability to perform simple mathematical calculations: add, subtract, multiply and divide.
    • Ability to operate basic office equipment: telephone system, desktop computers, fax and copy machines.
    • Beyond basic abilities with Microsoft Office Software, specifically with Word and Excel.
    • Experience with SAP is highly preferred.
  • Ability to perform the physical demands of the position which are required to successfully perform each essential responsibility.  Reasonable accommodations may be made to enable individuals with disabilities to perform the core responsibilities.  These physical demands may include, among other functions:
    • The ability to safely climb up and down 2 or more steps at a 19 inch high surface and to safely climb up and down 30 or more steps at a 8 inch high surface.
    • Lifting and carrying of products or equipment, weighing up to 40lbs, from floor to a waist height and walkup 100 or more feet.
    • Lifting and carrying of products or equipment, weighing up to 55lbs, from floor to a 40-69 inch high counter and/or shelving.
    • Bending, kneeling, sitting, stooping and other movements as needed to perform fine motor tasks part of routine machinery maintenance, clean-up, installation & other service.
    • Repetitive hand and arm movements, as required, to repair, install or otherwise service equipment.Loading and unloading of product, equipment and tools into trucks and vans using a standard wheeled hand truck and/or convertible platform hand truck to push and/or pull up to 250 pounds for 100 or more feet.
    • Occasional periods of pro-longed sitting while driving to and from customer site locations.
  • Ability to work within the work and or service location environment characteristics experienced while performing the essential functions for this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:
    • Various forms of Personal Protective Equipment (PPE) are at times required and may include but are not limited to: hearing and eye protection, non-slip shoes.
    • The employee is frequently exposed to very busy work environments (for example back of the house for restaurants, hotels, break rooms etc).
    • The employee is occasionally exposed to slick floor surfaces.
    • The noise level in the work or service environment can be loud at times.
  • MUST be willing to perform occasional, overnight travel (1-2 night stays) as required in support of customer account maintenance, new service installations and other projects.  Every attempt will be made to provide advance notice and proper planning pending required overnight travel.
  • Ability to successfully complete the pre-employment process.

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