Technical Services and Equipment Manager

American Food & Vending ⏐ American Dining Creations•Liverpool, NY

3d•$90,000 - $125,000•Onsite

About The Position

The Technical Services and Equipment Manager leads technicians responsible for installing, maintaining, troubleshooting, and repairing vending machines, micro market equipment, coffee systems, and related payment and connectivity technology. Technicians work at customer locations and/or in branch maintenance areas according to business needs and assigned responsibilities. The manager is accountable for technician performance, equipment reliability, timely service completion, repair quality, and service costs. The role combines practical technical experience, direct people management, and use of service data to improve results while coordinating with Operations, IT, and Customer Service. The manager oversees technician staffing, scheduling, training, and performance management; coordinates field service and branch maintenance; supports complex equipment diagnosis and repair; and establishes repair, testing, safety, and documentation standards. The role also manages parts, tools, supplies, equipment condition, service budgets, and costs, while coordinating with equipment manufacturers, vendors, and internal teams. The manager establishes service targets and reviews dashboards and KPIs, including equipment uptime, response and resolution times, first-visit resolution, repeat calls, ticket backlog, preventive maintenance completion, technician productivity, service costs, installation timeliness, and customer escalations. Travel to customer and branch locations is required, with occasional overnight travel and after-hours support as business needs require. Work takes place at customer sites and in branch maintenance areas and includes standing, bending, reaching, using tools, and moving equipment with appropriate assistance. A valid driver’s license and ability to meet company driving requirements are required. Essential duties must be performed with or without reasonable accommodation.

Requirements

At least five years of hands-on equipment installation, repair, and maintenance experience.
At least two years of technician supervision or service team leadership.
Demonstrated technical troubleshooting skills, including reading wiring diagrams and using diagnostic tools.
Ability to coach technicians and verify repair quality.
Demonstrated experience managing service KPIs, ticket workflows, staffing, hiring, performance management, and service costs.
Strong communication and cross-functional problem-solving skills.
Proficiency with service management systems, VMS platforms, Microsoft Excel, and other Microsoft applications.
High school diploma or equivalent.
Required certifications must be maintained for assigned regulated service work.
Valid driver’s license and ability to meet company driving requirements.

Nice To Haves

Equipment experience in vending, coffee, micro markets, commercial refrigeration, or related equipment.
Technical degree, trade training, or relevant certifications.

Responsibilities

Recruit, interview, select, hire, onboard, and retain qualified field and branch maintenance technicians.
Create and manage daily and weekly technician schedules, assigning work based on skills, availability, and workload, including travel, overtime, on-call coverage, and backup coverage.
Set performance expectations and conduct evaluations, coaching, corrective action, and disciplinary discussions; implement termination decisions in coordination with Human Resources and company policy.
Assess technicians’ skills, maintain training plans, and develop technicians in troubleshooting, installation, preventive maintenance, safety, and customer service.
Oversee equipment installations, repairs, relocations, removals, and preventive maintenance at customer locations and in branch maintenance areas.
Schedule and prioritize service calls, preventive maintenance, installations, and repairs; confirm access and parts availability, dispatch technicians, and adjust schedules for emergency calls and changing priorities.
Provide hands-on diagnosis and repair support for complex electrical, mechanical, refrigeration, dispensing, and payment system problems within the manager’s qualifications.
Establish repair and testing standards and verify equipment is clean, safe, functional, and ready for deployment before it leaves the branch.
Investigate recurring failures and repeat calls, identify root causes, and implement corrective actions to reduce downtime and unnecessary return visits.
Ensure technicians accurately record ticket status, failure cause, work completed, labor, parts used, and follow-up needs in the service system.
Manage parts, tools, and service supplies in branch maintenance areas and technician vehicles; establish stocking levels and inventory controls.
Track equipment condition, repair history, warranty coverage, and readiness; recommend repair, refurbishment, replacement, or retirement.
Monitor labor, overtime, parts, vendor repairs, and warranty recovery against the service budget; improve efficiency without compromising repair quality.
Maintain organized maintenance areas and enforce safe equipment handling, electrical isolation, tool use, and manufacturer service procedures.
Coordinate with Operations on installations, equipment availability, route access, maintenance schedules, and service coverage.
Coordinate with IT on troubleshooting and escalation of kiosks, cashless readers, telemetry, software, and network connectivity, following approved access and change procedures.
Communicate service status, arrival expectations, resolution plans, and follow-up actions to Customer Service; address escalations and recurring customer concerns.
Partner with equipment manufacturers, vendors, and internal teams on technical support, training, warranty issues, and equipment improvements.
Establish service targets with leadership, maintain technician and branch dashboards, and regularly review results.
Validate service data quality, identify performance gaps, assign corrective actions, and track improvement in uptime, response and resolution times, first-visit resolution, repeat calls, ticket backlog, preventive maintenance, productivity, costs, installation timeliness, and customer escalations.