Espresso Machine Technician - Portland, OR

 

 

The Espresso Machine Technician supports our customers by both virtually diagnosing and troubleshooting all home espresso machine issues and executing necessary hands-on repairs in-house. This position is imperative for customer satisfaction and is 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, along with a working understanding of online invoicing and inventory platforms.

We are looking for a hardworking, team-oriented person who can provide an excellent customer experience remotely, and can also perform hands-on repairs in an accurate and timely manner. This position is for a problem solver with a desire to create a stellar customer experience.

Details:

  • FTE: Full-time
  • Schedule: Monday - Friday, 8:30 AM - 5:00 PM
  • Location: Portland, OR
  • Compensation:
    • Pay starts at $21.00 per hour
    • Eligible for regular, structured step increases associated with tenure (increases following 90 days, 6 months, and then every 6 months for first 24 months of employment)
  • FLSA Status: Non-exempt
  • Benefits: Eligible for Medical, Dental, and Vision benefits, 401(k) with matching, up to two weeks paid time off, six paid holidays, employee discounts, specialty coffee on-site, a relaxed dress code, and a dog-friendly office
  • Reports to: Customer Experience & Technical Support Manager

Areas of Responsibility & Accountability:

Phone and Email Support

  • 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 beginning customers
  • Track and document issues and their status in the company’s CRM

In-house Repair

  • Troubleshoot and resolve machine and grinder issues in the Tech Department accurately
  • Properly invoice customers for all billable repairs
  • Maintain inventory accuracy by tracking usage in the inventory system

Warehouse duties

  • Process machine returns and trade-ins to ensure proper tracking of inventory
  • Collaborate with the CX Department to organize local pick-up orders at the showroom
  • Handle all daily, on-site shipments, as required
  • Receive POs, showroom transfers, and parts transfers, and put away product once received
  • Handle vendor RMA pallets, when applicable
  • Audit Uline supplies for the warehouse, as needed

Requirements:

  • Minimum of a High School Diploma (or equivalent)
  • Excellent listening, written, and verbal communication skills
  • Comfort and experience working in an online environment
  • Must have existing technical aptitude and be technologically savvy
  • M ust be detail-oriented, organized, and display a commitment to quality
  • Must be able to work well with a team and operate as a professional, approachable, and positive resource to other Clive Coffee employees, as well as our customers
  • Must have the ability to work your regular schedule from Thanksgiving through Christmas (there is a vacation blackout during our busy holiday season)
  • Our ideal candidate has direct experience working on espresso machines, either in a professional or enthusiast setting (any third-wave coffee experience is a plus)

 

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