What are the responsibilities and job description for the Team Leader-Field Service Technician Team, Coffee Equipment position at The J.M. Smucker Co.?
Your Opportunity as the Team Leader-Field Service Technician Team-Coffee Equipment
Take your technical expertise and leadership skills to the next level by supporting a team that helps consumers across the U.S. enjoy their favorite coffee beverages when they are away from home. As a Team Leader, you will provide technical, administrative, and operational support to Field Service Technicians and dispatch teams within your assigned region, helping ensure exceptional customer service and consistent execution of company policies, processes, and standard operating procedures. Serving as a key resource for troubleshooting, training, call distribution, and installation coordination, you will partner closely with the Regional Field Service Manager (your manager) to promote operational excellence, identify and escalate customer or compliance-related concerns, and support the successful development of technicians through on-the-job coaching and guidance. By leading through example and adhering to all established policies and procedures, you will play a critical role in maintaining best-in-class service standards while serving as a trusted point of contact for field operations.
Location: Midwest Region. Preference to residing in the Chicago, IL area.
In This Role You Will
What we are looking for:
We are bold, kind, strive to do the right thing, we play to win, and we believe in a strong community that thrives together. Our culture is rooted in our Basic Beliefs, and we believe in supporting every employee by meeting their physical, emotional, and financial needs.
Stay connected with us on LinkedIn®
We're an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, genetic information, age, national origin, disability status or protected veteran status.
Take your technical expertise and leadership skills to the next level by supporting a team that helps consumers across the U.S. enjoy their favorite coffee beverages when they are away from home. As a Team Leader, you will provide technical, administrative, and operational support to Field Service Technicians and dispatch teams within your assigned region, helping ensure exceptional customer service and consistent execution of company policies, processes, and standard operating procedures. Serving as a key resource for troubleshooting, training, call distribution, and installation coordination, you will partner closely with the Regional Field Service Manager (your manager) to promote operational excellence, identify and escalate customer or compliance-related concerns, and support the successful development of technicians through on-the-job coaching and guidance. By leading through example and adhering to all established policies and procedures, you will play a critical role in maintaining best-in-class service standards while serving as a trusted point of contact for field operations.
Location: Midwest Region. Preference to residing in the Chicago, IL area.
In This Role You Will
- Coordinate and direct daily field service workflow, ensuring efficient technician deployment, call distribution, and customer support.
- Perform installation, maintenance, troubleshooting, and repair of coffee equipment, including emergency service calls, preventive maintenance, site surveys, and new equipment installations.
- Provide technical guidance, training, and day-to-day support to Field Service Technicians to promote safety, quality, and service excellence.
- Ensure team compliance with company policies, standard operating procedures, quality standards, and system requirements.
- Partner with dispatch, customer service, installation coordination, and other support teams to resolve operational and customer service issues.
- Communicate professionally with customers to address service needs, provide updates, and ensure a positive customer experience.
- Manage parts and equipment inventory, including ordering, tracking, and conducting periodic warehouse inventory audits.
- Maintain accurate service documentation, including invoices, customer information, service records, and quality-related reports.
- Support the Regional Field Service Manager with third-party compliance programs, operational initiatives, special projects, and continuous improvement efforts.
- Participate in company training programs and professional development activities to maintain and enhance technical and operational expertise.
- Lead by example, fostering a culture of accountability, teamwork, safety, and exceptional customer service.
What we are looking for:
- Associate Degree or at least 5 years of Equipment & Service Technician experience
- Experience with Microsoft Office 365 and SharePoint
- Prior experience supervising others or leading teams
- Ability to work remotely within assigned territory
- Experience with team building
- Strong customer service skills and mechanical aptitude
- Ability to provide a valid driver’s license and clean driving record
- Ability to meet physical requirements of the job including lifting up to 75 pounds and driving on a frequent basis
- Expected minimum 30% travel and support on-call hours as needed with team
We are bold, kind, strive to do the right thing, we play to win, and we believe in a strong community that thrives together. Our culture is rooted in our Basic Beliefs, and we believe in supporting every employee by meeting their physical, emotional, and financial needs.
Stay connected with us on LinkedIn®
We're an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, genetic information, age, national origin, disability status or protected veteran status.