MISSION
The role is responsible for providing technical assistance to customers on coffee machines. This involves installing and setting up the relative equipment at customer locations, training customers of proper equipment usage, and performing routine repair and maintenance activities. Further, the role requires performing initial diagnosis of coffee machines for quality faults, providing feedback to relevant internal stakeholders for troubleshooting, and keeping customers informed of progress. Finally, the role entails documenting the technical service provided, and staying updated on industry trends and emerging technologies to ensure continuous competencies development and updating.
MAIN RESPONSIBILITIES
1. Is responsible for the installation and setup of equipment at customer locations, following technical manuals and installation procedures, and ensuring that all components are properly connected, configured and functioning (if the service is not performed by the supplier);
2. Is responsible for training customers on how to use equipment properly, including explaining functionalities, demonstrating best practices, and answering any questions or doubts;
3. Performs routine repair and maintenance activities, replacing defective parts, performing software updates or routine maintenance to prevent future problems;
4. Performs an initial diagnosis of coffee machine failure for matters related to quality faults, identifying root causes, defective components, and providing feedback to the Quality Manager for troubleshooting;
5. Effectively communicates technical information to non-technical individuals, addressing customer concerns, providing updates on progress, and ensuring customer satisfaction with the service provided;
6. Maintains accurate and thorough documentation on findings, steps taken to diagnose and resolve issues, spare parts replacement, and any recommendations for ongoing maintenance;
7. Keeps abreast with industry trends and emerging technologies, attending training sessions, workshops, or pursuing certifications to enhance competencies.
GENERAL SKILLS
Collaboration & Partnership Communication & Impact Problem Solving & Decision Making Leading People Planning & Managing Priorities Big Picture & Vision Customer Orientation
TECHNICAL COMPETENCIES
Technical Service Processes - Foundational Knowledge On Field Technical Service - Full Knowledge & Application
BUDGET / PEOPLE RESONSIBILITIES