Technical Service Manager

Classet•New York, NY

20d•$70,000 - $90,000

About The Position

Devoción is seeking a highly skilled Technical Service Manager to oversee technician operations, equipment quality control, and service support for wholesale partners. This role blends technical expertise in coffee equipment with leadership, planning, and client service management. The Technical Service Manager will manage Devoción’s Coffee Tech Team while ensuring that wholesale partners receive timely equipment maintenance, technical support, and high-quality service standards. This position requires a deep understanding of coffee equipment, strong communication skills, and the ability to coordinate service operations across multiple partners and vendors. Overview In this role, you will manage technician operations, coordinate maintenance schedules, maintain equipment quality standards, and ensure prompt service for wholesale partners. You will collaborate closely with internal teams including Wholesale, Education, and Operations to maintain a high level of client satisfaction and equipment reliability. This position requires a hands-on technical leader with strong coffee equipment knowledge, service coordination experience, and the ability to manage technician workflows and client communications.

Requirements

Valid driver's license
Ability to work overtime and weekends
Technician experience
Coffee equipment knowledge
Strong knowledge of coffee equipment including drip brewers, grinders, and espresso machines (single and double boiler).
Barista experience with strong coffee knowledge.
Strong administrative and organizational skills.
Proficiency with email, Slack, Google Docs, and Google Sheets.
Excellent communication skills in English for service documentation and client communication.
Public speaking ability for training and partner education.
Ability to travel within New York City, New York State, and occasionally out of state.
Ability to lift up to 50 lbs.
Ability to stand and walk for extended periods.
Ability to perform physical tasks such as bending, twisting, and reaching.

Nice To Haves

Excellent customer service skills and professionalism

Responsibilities

Manage and lead Devoción’s Coffee Tech Team.
Oversee equipment maintenance and service support for wholesale partners.
Coordinate emergency technical service coverage seven days per week.
Develop and maintain technician standard operating procedures.
Manage internal technician communication standards.
Maintain service schedules and coordinate weekly/monthly client maintenance.
Ensure service reports and quote documentation are submitted accurately and on time.
Maintain high service standards and work with the Wholesale Team to achieve over 90% client satisfaction.
Create and maintain troubleshooting guides for wholesale partners.
Manage communication with equipment vendors and purchasing teams.
Coordinate parts orders, repairs, and equipment procurement.
Manage inventory for used equipment and tech lab parts.
Stay up to date with new equipment offerings and coordinate vendor training.
Execute technical education and equipment training for wholesale partners.
Work with the Education Director and Wholesale Director to maintain equipment quality standards.
Attend at least two coffee cuppings per month with Devoción’s Master Roaster.
Assist with equipment setup for events and programming as needed.
Support sustainability initiatives and environmental practices.
Participate in company training and uphold Devoción’s company culture, values, and service standards.
Conduct periodic performance evaluations and provide feedback to team members.