Technical Service Manager

Job Title: Technical Service ManagerCoffee & Espresso Equipment ServiceResponsibilities:· Provide timley and professional communications with customers· Input new service requests accurately into Service Management software· Manage and delegate service requests to service technicians· Ensure high utilization of service technicians· Review completed work orders to ensure accuracy for work done and invoicing· Be a primary point of contact for technician inquiries and requests· Lead annual service reviews· Keep up solid mechanical and technical skills· Learn new equipment and software systems as they become available· Maintain a good working knowledge of the products and services we offer· Create purchase orders to order parts from all manufacturers making sure there is always adequate stock to replenish service technicians· Receive in vendor packages, check for damage and completeness against purchase orders· Package parts and process outgoing UPS shipments to customers· Keep an organized and clean parts room· Pick parts for service technicians to make sure they are always replenished and confirm they are stocking the appropriate parts in their vans· Ability to manage the quality of other people’s work output· Hold periodic training sessions with techs for new equipment, changes to existing equipment and general best practices for servicing equipment· Train new technicians in all areas of job including; customer service skills, technical skills and best practices· Receive and inspect incoming freight shipments· Keep organized schedules and calendars for daily/weekly/monthly service work· Provide timely communication, descriptive and accurate paperwork Requirements:· Onsite at main office Monday-Friday 7AM to 4PM· Available on weekends via phone and email to assist with on-call service technician questions· Strong customer interaction skills including phone, in-person, and writing skills· Passionate about solving clients’ service challenges· Highly ethical and professional in all client interactions· Fantastic project management skills· Previous experience as a field service technician, preferably in coffee or beverages required· Previous service management or general management experience preferred· Must be eligible to work in the US· Valid driver’s license & RMV driving record report· Must be able to lift 50 lbs. without assistance· Excellent verbal & written communication skillsBenefits:· Competitive Salary· Company Cell Phone (or reimbursement)· Medical and Dental Benefits· Supplemental Insurance options· Vacation and Holidays per Employee Handbook· Retirement savings option with partial company match· Complete benefits summary available upon requestWe are an equal opportunity employer. Our goal is to provide working conditions in which employees can be proud of and excel in. We take pride in our growing business and the human resources required to maintain it.Company DescriptionMacdonald Company is the premier sales and service company of specialty coffee and espresso equipment in New England. With over thirty years of experience, we offer our customers state of the art equipment, quality service and the experience to ensure that equipment needs meet the demands of the market for high quality coffee & espresso-based beverages.

Salary : $65,000 - $80,000