Technician/Coffee Machines - Technical Services & Quality Manager

Do you have a passion for coffee and want to ensure the highest standards of quality? .... work on coffee machines ... train customers... then Come Join Our Team as a Quality & Technical Services Manager!

Join a company built on Quality, Ethics, and Sustainability. B-Corp Certified. illy caffè North America (ICNA) is seeking an experienced Quality & Technical Services Manager who will be responsible for managing the daily technical activity. This role will be responsible for hiring, training, and managing Contract Service Partners within the New York Tri-state region. This role will also perform site surveys, coffee machine installations and service and Quality Control evaluations.

About illycaffè is an Italian family-owned company, founded in Trieste in 1933 with the mission to offer the best coffee to the world. Every day, cups of illy coffee are served around the globe, in cafés, restaurants, and hotels, in single-brand cafés and shops, at home, and in the office, in which the company is present through subsidiaries and distributors. Since its foundation, illycaffè has oriented its strategies towards a sustainable business model by adopting the status of a Benefit Company and, in 2021 became the first Italian coffee company to obtain the international B Corp certification. Since 2013 the company has also one of the World's Most Ethical Companies. Everything that is “made in illy” is about beauty and art, the founding principles of the brand, starting from its logo, designed by artist James Rosenquist, up to illy Art Collection cups, decorated by international artists, or coffee machines designed by internationally renowned designers. To spread the culture of quality to growers, baristas, and coffee lovers, the company has developed its Università del Caffè which today holds courses in countries around the world https://www.illy.com/

Key Responsibilities

Technical Management

• Manage the daily technical activity; equipment
• Manage and track local & regional technical budget
• Hires, manages, regularly trains, and develops Contract Service Partners
• Quality Controls, Quality Audits and continuing education for our partners, team members, services with third party partners, coffee distributors, and customers
• Report and document quality control issues, equipment problems and technical problems

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)

Administration

• Complete Service, Quality Control and Quality Audit forms with accuracy and enter information in system on a daily basis and review with local sales managers
• Follow the process flow of Machine Repossession and Rebuild program
• Maintain and track local & regional machine and parts inventory
• Keep and maintain machine movement logs

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 products and quality standards, comprehension and ability to make effective Quality Control adjustments and audits
• Strong Communication skills both written and verbally
• Troubleshooting and Problem Solving skills
• Computer skills: technical applications, Word, Excel, E-mail (Outlook), JDE
• Organizational and Time Management skills
• Must have and maintain a valid driver’s license
• Must live in NYC Metro area