• Service Support Outside Service Technician

    Job Locations US-AL-Birmingham
    Req No.
    Customer Service
    Regular Full-Time
    1st Shift
  • Overview


    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.



    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. 


    The Service Support Repair Technician reports to the Equipment Operations and Service Support Manager. The Service Support Repair Technician will be on-call once per month and may have occasional travel, up to 15-25%.  Providing outstanding service is the responsibility of every Royal Cup employee.  The Service Support Technician will have ownership of the daily function for all outside service activities, all third party service agents and the results of the third party spending category.


    The Service Support Repair Technician will have the following essential responsibilities:

    • Customer Relations
      • Represents the company in a professional manner through all forms of communication.
      • Establishes a relationship with the customer, striving for positive customer experiences, minimal downtime and ensuring their satisfaction with Royal Cup’s products and services.
    • Service Commitment - Equipment Repair, Installation & Roll Outs
      • Dispatches internal and external service technicians utilizing SAP and web based systems.
      • Occasionally assists customers and service technicians to repair beverage equipment via phone calls and other remote support.
      • When required, provides service support to the field organization by performing or assisting in the installation & roll out of equipment.  
    • Training
      • Assists in service technician training. 
      • Participates in vendor related training classes to fully understand the technical aspects of Royal Cup approved beverage equipment. 
    • Repair Parts
      • Assists Royal Cup & external Service Technicians as well as Customers in identifying service repair parts.
      • Creates stock transfer orders for service technician inventory replenishment.
      • Creates part sales orders for customers.
    • Expense Control & Administrative Functions
      • Ensures service work orders are being completed for all service events.
      • Follows company procedure for checking messages and responding to customers.
      • Reconciles service invoices to ensure that third party service agents are paid in a timely manner and meeting service contract agreements.
    • 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.
    • Personal Appearance & Attitude
      • Presents a professional image by following the company's Smart Casual dress code.
      • Maintains a positive attitude at all times by taking ownership of responsibilities and actions.



    • Minimum of a High School Diploma or equivalent (for example a GED).  Associates Degree or Bachelors Degree strongly preferred.
    • Minimum of 2-4 years of recent experience in Customer Service, Account Maintenance or Technical Field Service, preferably in the food & beverage market.
    • 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 work a flexible work week to include some nights and weekends.
    • Ability to travel, as required and periodically requiring overnight stay to attend meetings, training and other work related events as scheduled.
    • Ability to work with and support others in a positive way.
    • Ability to successfully complete the pre-employment process.




    • Ability to perform the physical demands of the position which, at times, 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, and sit and walk for extended periods of time.
    • The ability to use hand tools and fingering/handling to operate buttons/levers of equipment.
    • The ability to push, pull and lift equipment up to 150lbs.
    • The ability to stoop, kneel, crouch, squat and other movements as needed to perform fine motor tasks part of routine machinery maintenance, clean-up, installation & other service.
    • The ability to reach 74’’ to access equipment or product.
    • The ability to carry product up to 30lbs.
    • The ability to balance or walk on uneven surfaces.
    • 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.

     If interested, please send resumes to latoya.lockhart@royalcupcoffee.com


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