Position Summary

The Quality & Technical Services Manager will be responsible for managingthe daily technical activity for the Southern California region. This role will be responsible for hiring, training, and managing Contract Service Partners within the region. This role will perform site surveys, machine installations and service and Quality Control evaluations to review with Sales managers for follow-up visits. The Technical Services Manager will report to the Sr. Division Manager.

Job Responsibilities

Technical Management

• Manage the daily technical activity in the Direct Branch Zone and surrounding region
• Manage and track local & regional technical budget.
• Hires, manages, regularly trains, and develops Contract Service Partners and direct technical employees (where applicable) for the regions of responsibility.
• Assist with training of new technical team members and sales team.
• Report and document quality control issues, equipment problems and technical problems to senior management
• Maintain compliance with the Policies and Procedures of the company
• Understand and perform within the Core Values of the company

Machine Maintenance

• Installations, dispatch assistance, field service
• Perform and manage Field Service Calls; in Direct markets prioritizing key accounts
• Install coffee and espresso equipment at new and existing accounts
• Repossessions of equipment
• Coordinate and manage installation, field service, Quality Controls repossessions by Third Party Service Providers (3PS)
• Prioritize Quality Controls for key accounts

Administration

• Complete Service, Quality Control and Quality Audit forms with accuracy and enter information in system on a daily basis.
• Complete Quality Audits and Quality Controls for review with Local sales managers
• Follow the process flow of Machine Repossession and Rebuild program; completion of signed serial numbers for loaned equipment.
• Maintain and track local & regional machine and parts inventory.
• Keep and maintain Machine movement logs

Quality Improvement

• Quality Controls, Quality Audits and continuing education for our partners, team members, service third party partners, Distributors, and customers.
• Report and document quality control issues & equipment and technical problems to Senior Manager of Quality and Technical Service

Van & Shop Maintenance

• Organize parts ordering, inventory, and restocking.
• Regular van and shop maintenance; van maintenance outlined in Van maintenance and checklist provided

Qualifications

• Technical Knowledge : Requires a 2-year College degree or other type of training or mechanical certification / degree or certificate etc. Minimum 3 years’ experience in a similar technical capacity - basic electrical and plumbing competency required., use of hand and small power tools.
• Product Knowledge : coffee process and coffee brewing equipment. Aptitude to operate, repair and maintain all machines. Ability to train others on illy’s products and quality standards, comprehension and ability to make effective Quality Control adjustments and audits
• Customer Service skills: Strong Communication skills both written and verbally when dealing with vendors, partners, clients, team members and management.;
• Trouble Shooting and Problem Solving skills: Experience working under the pressure of competing and sometimes conflicting priorities and can collaborate in a team oriented environment
• Computer skills : Basic knowledge of the internal system with emphasis on the technical applications. Word, Excel, E-mail (Outlook), JDE.
• Organization and Time Management Skills: Schedule and prioritize service. Complete all required tasks (paperwork, reports ,QC’s restocking, etc.) within required time frames. Maintain a stocked and organized shop and/or van
• All activities are to be performed within the scope and spirit of illy’s Core Values; to display a Passion for Quality , Trust and Respect for others, Teamwork, Empowerment of others and to bring Innovation to our procedures and processes.
• Must have and maintain a valid driver’s license
• Must live in Southern California area

WORKING CONDITIONS: The physical demands are representative of the physical requirements necessary for an associate to successfully perform the essential functions of the position. Reasonable accomodations can be made to enable people with disabilities to perform the described essential functions of this position. While performing these responsibilities, the associate is required to talk and hear. The associate is required to stand, walk, reach with arms and hands, lift upto 75 lbs, climb or balance, and to stoop, kneel, crouch or crawl. Vision abilities required in this position include close vision. The work environment characteristics for this position are representative of the environment the associate will encounter; includes a variety of physical conditions, such as proximity to moving parts, moving vehicles, electrical current, and/or exposure to high heat. Proficient at driving, maneuvering, and parking Company vehicles. Physically able to sit for long time periods, driving to/from customer/client locations - often in heavy traffic The noise level in the work environment is usually quiet to moderate.

illy caffé North America, Inc. offers a competitive salary and benefit package.

illy caffè North America, Inc. is an Equal Opportunity Employer in both policy and practice. We stay true to our Core Values by ensuring that our place can be anyone’s place. We stay true to our Core Values by ensuring that our place can be anyone’s place. illy assesses candidates for employment based on their knowledge, skills, and abilities to perform the job for which they are applying and without regard to any non-job-related category as protected by federal, state or local law.