Technical Support (Coffee Engineering)

Overview
We are seeking a dedicated Technical Support professional to join our team. This role involves providing specialised IT support within a dynamic coffee engineering environment The successful candidate will possess strong problem\-solving abilities, excellent communication skills, and a solid understanding of various operating systems and componentry across a vast range of coffee and beverage systems. This paid position offers an exciting opportunity to contribute to innovative coffee engineering projects while developing your technical expertise.

Duties

• Monitor Technical Assistance Group Chats to provide assistance in a timely manner and support engineers with queries.


• Provide remote technical support to engineers in the field to assist in the accurate diagnosis of faults and provide support and guidance on how the call should be progressed.


• Use remote access tools and diagnostic software to identify and resolve technical problems efficiently.


• Before authorising parts required requests made by engineers, ensure that engineers have carried out all the necessary checks and tests when fault finding to ensure correct diagnosis and reduce possibility of additional visits or additional parts.


• Assist engineers in identifying correct part numbers when requesting parts to ensure correct parts are ordered by purchasing team.


• Ensure that engineers are working safely and in line with company procedures and standards whilst recording, reporting and escalating any incidents or near misses.


• Work collaboratively with the Service Desk to complete Hostcomm calls with customers within the agreed Service Level Agreements, trying to achieve a remote fix where possible or identify possible faults to help ensure engineer is prepared with the correct parts and information for the site visit.


• Complete Site Survey calls in advance of scheduled installations to ensure that site is ready, and all services are in place to reduce likelihood of aborted visits.


• Work with the service desk to identify calls that could be potentially fixed remotely and arrange to complete a Hostcomm call with the customer.


• Work closely and collaboratively with internal departments including the training team and field management team to help identify the need for training support, coaching support visits or training content creation for engineers in the field.


• Maintain accurate records of remote support interactions, including client communications, problem descriptions, and steps taken to resolve issues.


• Produce reports for management on recurring issues or trends, offering recommendations for process improvements or training requirements.

• Strong verbal and written communication skills, with the ability to explain complex technical topics in a clear, understandable way.


• Strong problem\-solving skills with the ability to analyse complex technical issues and find efficient solutions remotely.


• Proficient in diagnostic tools and techniques for troubleshooting mechanical or electrical issues.


• Strong attention to detail and the ability to document and track issues accurately.


• Ability to work independently and manage multiple tasks in a remote work environment.


• Familiarity in the use of IT Operating systems such as BigChange and Hostcomm is a plus.

• Experience with Coffee equipment an advantage


• Proficiency in reading and interpreting schematics and technical drawings.


• Mechanical knowledge is essential, with experience


• Excellent communication skills, both verbal and written, with the ability to present complex information clearly.


• Previous experience in a training or educational role is preferred but not mandatory.


• A proactive attitude towards learning new technologies and methodologies.


• Ability to create engaging learning materials, including manuals, videos, and exercises.


• Within a commutable distance of Coventry.

Benefits:

• Casual dress


• Company events


• Company pension


• Life insurance


• On\-site parking


• Private medical insurance


• Referral programme

• Coffee Machine: 2 years (preferred)


• Technical Support: 2 years (preferred)

• Bury, Greater Manchester (preferred)

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