Coffee Service Manager

Woods & Co; Melbourne; On-site; AUD 100,000 - 150,000; Full time

Benefits offered by this job

Company car

Work phone

Tools provided

Job summary

Woods & Co Recruitment is partnered with a leading importer and distributor of premium commercial coffee equipment to recruit a hands-on Coffee Service Manager. You will lead the after-sales service function, act as the first point of contact for technical enquiries, diagnose faults, and coordinate field technicians to ensure efficient service delivery.

You will shape processes, manage escalations, train staff and contribute to continuous improvement, while working closely with senior leadership

Qualifications

• Minimum 3 years’ experience servicing or supporting commercial coffee machines or similar electromechanical equipment.
• Strong technical fault-finding skills across electrical, hydraulic and electronic systems.
• Ability to diagnose issues remotely and communicate with customers through troubleshooting.
• Experience coordinating technicians, scheduling service jobs or managing a busy service desk.
• Strong organisational skills and the ability to manage competing priorities.
• Customer-first mindset with clear communication under pressure.
• Experience with job management systems and inventory software.

Responsibilities

• Act as the first point of contact for technical enquiries from customers, wholesale partners and internal technicians.
• Diagnose equipment faults and resolve issues where possible without a site visit.
• Coordinate and schedule field technicians across repairs, preventative maintenance and new installations.
• Manage service requests from initial enquiry through to resolution, ensuring jobs are completed and properly documented.
• Oversee spare parts inventory, warranty claims and service agreements.
• Manage escalated customer issues and keep clients informed throughout the service process.
• Work closely with sales and accounts to ensure smooth handovers, accurate job information and timely invoicing.
• Train customers and staff on equipment operation, cleaning and basic troubleshooting.
• Monitor service performance, identify recurring issues and implement process improvements.
• Support the development of service procedures, checklists and technical knowledge across the team.

Skills

Technical fault finding

Field technician coordination

Customer relationship management

Scheduling service jobs

Remote diagnosis

CRM platforms

Inventory management

Tools

Job management systems

CRM platforms

Inventory software

Job description

Woods & Co Recruitment are excited to partner with a leading importer and distributor of premium commercial coffee equipment in search for a hands-on Coffee Service Manager to lead its after-sales service function.

This is an opportunity to take ownership of a critical part of the business, combining technical troubleshooting, service coordination and customer relationship management. You’ll play a pivotal role in ensuring service requests are managed efficiently, technical issues are resolved and customers receive outstanding support.

With the business continuing to grow, you’ll also have the opportunity to improve processes, strengthen service delivery and help shape how the function operates moving forward.

What’s in it for you?

• $100,000 - $150,000 + Super.
• Company car, work phone and tools provided.
• Take ownership of the after-sales function with genuine input into processes and operations.
• Work closely with senior leadership and have a real say in how the department runs.
• Join a growing, family-owned business that invests in your future.

What do you do?

• Act as the first point of contact for technical enquiries from customers, wholesale partners and internal technicians.
• Diagnose equipment faults and resolve issues where possible without a site visit.
• Coordinate and schedule field technicians across repairs, preventative maintenance and new installations.
• Manage service requests from initial enquiry through to resolution, ensuring jobs are completed and properly documented.
• Oversee spare parts inventory, warranty claims and service agreements.
• Manage escalated customer issues and keeping clients informed throughout the service process.
• Work closely with sales and accounts to ensure smooth handovers, accurate job information and timely invoicing.
• Train customers and staff on equipment operation, cleaning and basic troubleshooting.
• Monitor service performance, identify recurring issues and implement process improvements.
• Support the development of service procedures, checklists and technical knowledge across the team.

What do you need?

• Minimum 3 years’ experience servicing or supporting commercial coffee machines or similar electromechanical equipment.
• Strong technical fault-finding skills, ideally across electrical, hydraulic and electronic systems.
• Ability to diagnose issues remotely and confidently communicate with customers through troubleshooting.
• Experience coordinating technicians, scheduling service jobs or managing a busy service desk.
• Strong organisational skills and the ability to manage competing priorities.
• Customer-first mindset, with the ability to manage escalations and communicate clearly under pressure.
• Confidence using job management systems, CRM platforms or inventory softwares.
• A proactive approach and a genuine interest in improving service delivery.
• A current driver's licence and availability to participate in a weekend on-call roster.

Woods & Co Recruitment is committed to creating a positively diverse and inclusive workforce which values all backgrounds and experiences. We do not discriminate and encourage applications (no matter age or status) from Aboriginal and Torres Strait Islander people, people from culturally and/or a linguistically diverse background, all members and genders of the LGBTQI community and people with disability.