Field Service Technician (Coffee and Espresso Equipment)

Lavazza North America Inc•New York, NY

168d•$90,000 - $100,000•Hybrid

About The Position

The Technical Services team at Lavazza North America supports commercial growth and customer satisfaction by ensuring coffee equipment, service programs, and distributor technical operations perform reliably across the field. The team partners closely with sales, distributor partners, customers, and internal stakeholders to deliver equipment training, troubleshoot service issues, improve asset performance, and support the successful rollout of new technical programs. Through data-driven service insights and consistent field execution, the team helps strengthen customer relationships, improve service quality, and enable growth across Away from Home channels. The Field Service Technician is responsible for driving technical service excellence within an assigned territory while supporting service-related sales initiatives, distributor capability, and customer escalations. This role serves as the primary technical liaison for distributor partners and field sales teams, monitors service performance metrics, identifies service gaps, and implements corrective actions that improve first-time fix rate, asset uptime, and response time. The position requires frequent field presence for installations, demos, training, and escalated service needs, with strong cross-functional collaboration and no direct people management responsibility.

Requirements

Bachelor’s degree in Engineering, Business, Operations, or a related field; or equivalent professional experience.
5-7 years of experience in technical services, field operations, equipment service, or service-related sales within the consumer packaged goods (CPG), coffee, beverage, or commercial equipment industry.
Experience maintaining, troubleshooting, or supporting commercial equipment in customer-facing or field-based environments.
Experience working with distributor networks, third-party service providers, or business-to-business (B2B) service models.
Experience using customer relationship management (CRM) systems, such as Salesforce, to document customer activity, service needs, or sales support actions.
Experience analyzing service metrics, operational data, or performance trends to recommend process improvements.
Working knowledge of spare parts inventory processes, service documentation, standard operating procedures, and safety compliance practices.
Experience supporting equipment installations, product demonstrations, technical training, or field service programs.

Nice To Haves

Ability to be barista certified

Responsibilities

Serve as the primary technical liaison for assigned territory, supporting service-related sales initiatives, customer escalations, and distributor partner needs.
Deliver technical training and re-education to distributor partners and field teams on equipment capabilities, maintenance procedures, and troubleshooting practices.
Monitor first-time fix rate, asset uptime, service response time, and related service performance metrics to identify improvement opportunities.
Conduct site visits for installations, equipment demonstrations, and escalated service issues to support customer satisfaction and operational excellence.
Collaborate with Account Managers, Distributor Managers, and internal stakeholders to identify service gaps and implement corrective actions.
Manage spare parts inventory processes and support compliance with standard operating procedures and safety protocols.
Support the rollout of new equipment, technical programs, and field service initiatives across the assigned territory.
Analyze service data and translate findings into actionable recommendations that improve customer experience and asset reliability.