Espresso Machine Technician - Portland, OR

The Espresso Machine Technician will be diagnosing and troubleshooting home espresso machine issues over the phone remotely with customers. This position is imperative for customer satisfaction and a critical component of the workflow within Clive’s Tech Department. With growing sets of processes, this position requires a knack for problem-solving, organization, and follow-through.

Areas of Responsibility & Accountability:

Phone and Email Support (50%)

  • Troubleshoot and diagnose technical issues with home espresso machines and grinders over the phone and via email
  • Navigate online parts diagrams and knowledge base in order to find the best solutions quickly
  • De-escalate customer issues
  • Provide friendly, educational support to both experienced and new customers
  • Track and document issues and their status in company’s CRM (Hubspot)

Service and Repair (50%)

  • Troubleshoot and diagnose technical issues with home espresso machines and grinders in-house
  • Perform servicing and repair on customer's equipment
  • Evaluate and fix returned equipment, prepare for resale
  • Collaboratively train entry-level techs and customer service team, contribute to educational culture
  • Track status of machines in the repair department and ensure they are turned around as quickly as possible

Required Skills:

  • Hands-on experience servicing commercial or home espresso machines and coffee grinders
  • Excellent verbal and written communication skills
  • Experience providing remote customer service, especially in complex or technical contexts
  • Comfort working in an online environment
  • Detail oriented and organized
  • Ability to lift up to 90 lbs. regularly

 

Job Type: Full-time

Pay: $19.00 - $22.00 per hour

Reports to: Tech Manager

Employment Type: Full-Time, Hourly

Benefits: PTO, healthcare, 401(k)

 

To take the next step, please email jobs@clivecoffee.com with a resume and a little about your interest in working at Clive.