Espresso Machine Technician - Portland, OR

 

The Espresso Machine Technician will diagnose and troubleshoot home espresso machine issues over the phone with customers, and repair machines in-house. 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, & follow-through, along with a working understanding of online invoicing and inventory platforms. 

  • FTE: Full Time
  • Schedule: Variable within regular business hours
  • Location: Portland, OR
  • Pay range: $17 - $20 per hour
  • FLSA Status: Non-Exempt
  • Benefits: Eligible for Medical, Dental, and Vision insurance, 401k with employer match, Paid time off, Paid holidays, employee discount, and bonus opportunities
  • Reports to the Tech Manager

 

We are looking for a hard-working, 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.

 

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-escalation of customer issues
    • Provide friendly, educational support to both experienced and new customers  
    • Ability to track and document issues and their status in the company’s CRM
  • In-house Repair
    • Troubleshooting and resolving machine & grinder issues in the tech department accurately
    • Properly invoicing customers for billable repairs
    • Maintaining inventory accuracy by tracking usage in the inventory system

Required Skills:

  • Excellent verbal and written communication skills
  • Comfort working in an online environment
  • Detail-oriented and organized
  • Our ideal candidate has experience working on espresso machines either in a professional or enthusiast setting, and any 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.