Coffee Service Manager – After‑Sales & Field Support

Woods & Co; Melbourne; Sur place; AUD 100 000 - 150 000; Plein temps

Avantages offerts par ce poste

Company car

Work phone

Tools provided

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Technical fault finding

Field technician coordination

Customer relationship management

Scheduling service jobs

Remote diagnosis

CRM platforms

Inventory management

Outils

Job management systems

CRM platforms

Inventory software

Description du poste

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