Service Division: Equipment Repair/Refurbish Technician

COMPANY PROFILE:

Royal Cup, Inc. is the proven leader in sourcing, roasting, blending and providing high-quality coffees and fine teas since 1896 and is the chosen partner for restaurants, hotels, offices and commuters across the country.

We are a family-owned business rooted in a longstanding tradition of coffee roasting excellence who takes pride in our unparalleled dedication to customer care. 

BENEFITS:

Royal Cup Coffee offers a competitive compensation plan and a comprehensive benefits program. On top of being a part of a well caffeinated team, the benefits program includes healthcare, dental, vision, company paid disability, 401(k), life insurance, Flexible Spending Account plan, and paid vacation. Tuition reimbursement plan includes up to 80% reimbursement per company criteria. Ongoing trainings designed to provide maximum success for our employees is offered.  

We have an immediate opening for an Equipment Repair/Refurbish Technician.  The Equipment Coordinator reports to the Regional Service Manager.  Working closely with the Regional Service Manager, Service Technicians and other internal contacts, the Equipment Repair/Refurbish Technician plays a key role in positively impacting the company’s operational and financial objectives by delivering strategic, “best-in-class” support related to beverage machinery/parts and equipment asset needs at the district and regional level within their assigned market.

The Equipment Repair/Refurbish Technician will focus on the following main areas of responsibility:

• Customer Relations
  • Maintain up to date product knowledge and be prepared to answer a variety of customer inquiries related to Royal Cup equipment, products and services.
  • Maintain customer awareness and focus as well as a sales and service mentality, ensuring a strong relationship with the customer, centered on best in class service delivery.
  • Exhibit a positive, proactive and accountable attitude in execution of all tasks, taking ownership of own responsibility and actions.
• Equipment Coordination & Refurbishing
  • Receive new equipment and cores that are returned from the field.
    • Inspect and triage returned cores.
    • Repair and Refurbish usable cores for stock or redeployment.
    • Maintain parts and supplies needed to care for repair and refurbishing.
    • Coordinate with sales and warehouse staff on current stock needs.
    • Recycle unused parts and/or equipment where appropriate.
    • Keep test equipment and tools in good repair.

o    Provide guidance to sales managers when ordering parts, equipment and/or coordinating equipment transfers.

o    Return all defective parts and equipment under warranty for credit where applicable.

o    Perform Period Inventories for equipment & parts as required.

• Utilize warehouse equipment in a safe manner, train on proper use of material handling equipment.

o    Always be mindful of and adhere to GMP’s, Quality and Food Safety requirements.

• Adhere to all company policies, procedures and guidelines.

• Limited Service Route Support
  • At the direction of the Regional service Manager the equipment coordinator will relieve or provide support for service routes, including; major installations, special events and routine equipment repair and preventive maintenance.
  • Repair Equipment in a timely manner in order to minimize the customer’s service interruption.
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• Administrative Responsibilities
  • Coordinating with Regional Admins, ensure accurate completion & timely submission of:
    • Use SAP to assist in parts orders, track equipment and manipulate equipment for transfers, installations, etc.
    • Equipment Loan Agreements, Transfers & Receipts.
  • Communication Standards:
    • 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.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill(s), and/or abilities (including physical abilities) required to satisfactorily perform each essential duty.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Minimum of high school diploma and/or equivalent (i.e. GED).
• Minimum of 2+ years of experience in a customer/sales/service support role. Experience in the Food & Beverage Services Industry is ideal and highly preferable.
• Proven ability to take necessary actions to rectify problems and improve situations, even those outside areas of direct responsibility.
• Proven experience working in a fast-paced environment, handling pressure well and maintaining self-motivation to accomplish assigned tasks timely and efficiently.
• Proven basic user understanding of all Microsoft Office Software, specifically Excel & PowerPoint.
• Exceptional communication and interpersonal skills – inclusive of presentation skills and ability to build relationships with employees, leadership and external business associates at any level.
• 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 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
• Ability to successfully complete the pre-employment processes.