Senior Service Technician

Crafty; New York (NY); On-site; USD 10,000 - 60,000; Full time

Job summary

Crafty is looking for a dedicated Service Technician to enhance our New York operations team. This role will involve troubleshooting and repairing beverage equipment along with excellent customer service. Join us to contribute to a culturally rich workplace, like the prominent brands we serve.

Benefits

Healthcare plan covering health, dental, and vision

401k and paid time off

Equipment certification courses

Crafty-grade snacks and beverages

Fun events

Qualifications

• Passion for coffee and learning about coffee and espresso machines required.
• Proven technical experience in a service or technical position preferred.
• Physical capability to lift up to 50 lbs.

Responsibilities

• Troubleshoot and repair coffee, espresso, water, and ice equipment.
• Communicate effectively with customers to ensure satisfaction.
• Assist with installation and conduct service calls.

Skills

Customer Service Excellence

Detail-Oriented

Adaptability

Team Player

Efficiency

Coaching Skills

Education

Previous experience in a related field

Valid Driver’s License

Job description

Note to Candidates: We meticulously craft our job descriptions to clearly define the skills necessary for success and the expected performance level of the role, resulting in detailed content. Our goal is to ensure the description accurately reflects the job you will perform. We value your input and look forward to hearing what you think about the format in the interview process.

Who We Are:

Crafty elevates workplace food and beverage programs with enhanced services managed in one innovative, centralized platform. Founded in 2015, our mission is to help companies craft better workplaces. From DraftKings to Robinhood to Zillow, we work with the world’s biggest brands to foster a culture of employee connectivity and productivity. Headquartered in Chicago, with offices in New York and the Bay Area, Crafty manages food and beverage programs across 300+ offices, serving more than 300,000 employees per month. Our commitment to crafting better workplaces starts from within. We are a team of passionate, resourceful, and hard-working trailblazers who love what we do. Our expertise spans technology, food and beverage operations, client success, fulfillment and more. At Crafty, our people are our greatest asset, because it's our people who foster a culture that makes our company a place worth being part of. And of course, the snacks are the cherry on top!

The Role :
We are seeking a Service Technician to join our New York market operations team, reporting to the Fulfillment Manager. This is a full-time, on-site role, requiring availability Monday through Friday, with travel to client offices within the New York market.

What will be expected from you:

• Diagnose & Repair: Troubleshoot and repair a variety of coffee, espresso, water and ice equipment, ensuring top-notch performance.
• Customer Interaction: Communicate clearly with customers, explaining diagnoses and repairs to ensure they’re informed and satisfied.
• Support: Provide expert telephone support, guiding customers through troubleshooting steps.
• Installation: Assist with the installation of large or heavy equipment, ensuring seamless operation from day one.
• Service Calls: Conduct both phone and on-location service calls, delivering professional service with a personal touch.
• Inventory: Maintain proper inventory of parts and filters in your service vehicle to support first-visit repairs for our clients.
• Ticket Management: Manage and update work order ticket flow in our ticketing system.
• Training: Help support equipment maintenance training for service technicians and other Crafty team members.

Required Attributes:

• Industry Experience: Previous experience in a related field is essential. A strong passion for coffee and a keen interest in learning about coffee and espresso machines are also important.
• Customer Service Excellence: You have a natural ability to ask the right questions, listen actively, and resolve customer concerns with empathy and professionalism.
• Detail-Oriented: You’re meticulous, with a sharp eye for detail that ensures every repair is done right the first time.
• Adaptability: You’re open to learning new techniques and approaches, and you’re flexible in adjusting to evolving needs.
• Team Player: Collaboration is key – you work well in a team environment and contribute to a positive workplace culture.
• Efficiency: You can keep up with the demands of a fast-paced environment without sacrificing quality.
• Coaching Skills: You enjoy helping others build out their skills and demonstrate patience when introducing teammates to new experiences.

Ideal Experience:

• Proven technical experience in a service or technical position.
• Strong customer-centric focus with excellent customer service skills.
• A valid Driver’s License with a clean driving record is essential for on-site service calls.
• Physical capability to lift up to 50 lbs and remain on your feet for extended periods.
• An inquisitive mind paired with a strong willingness to learn and grow professionally.
• Flexibility and problem-solving skills allow you to adapt to varying challenges and deliver effective solutions.

Don’t meet all of the qualifications? We want you to consider all of your skills and experiences - both professional and personal- that would make you successful in this role. Although some qualifications are essential, others can be attained with time. We believe diverse perspectives, upbringings, and knowledge contribute to our strong company culture and we encourage you to apply.

Expected Results:

• Goal #1: First-Time Fix: by the 60 day mark our technicians will need to show their proficiency in Striving for a “first-time fix” percentage above 92%. This will be tracked via Tableau reporting. This reduces the need for multiple visits, saving time and resources for both the technician and the customer.
• Goal #2: Collaborative Team Player: Field service technicians often work as part of a larger team. Collaborating with colleagues, sharing knowledge, and assisting one another contribute to a harmonious and efficient work environment. This can and should be seen during your first 90 days and continuing on through your employment with Crafty.
• Goal #3: Swift Troubleshooting and Problem-Solving: Field technicians are the first line of defense when equipment malfunctions. They aim to quickly diagnose issues, identify root causes, and implement effective solutions to minimize downtime. Crafty will need to see the ability to troubleshoot with or without the help of factory techs by the 60 day mark. This can be measured by the % of calls that are repeats of prior issues.

What we offer: Our people mean everything to us. When you join Crafty, you’re joining a team of passionate, smart, and supportive people who work incredibly hard and have a good time along the way.

We are proud to offer a compensation package that includes our Crafty healthcare plan, covering primary health, dental, and vision plans, 401k, paid time off, equipment certification courses, and parental leave. And, of course, it also includes Crafty-grade snacks, beverages, and fun events!

Lastly, this role offers a special opportunity: to have a major hand in shaping the future of a young, flourishing company. Your creativity, ambition, and work will steer the direction of our successes.

Our compensation amount for this role is targeted at $27.50 - $33.00 per hour in New York. Final offer amounts are determined by multiple factors including cost of living based on location, candidate experience and expertise, and may vary from the amounts listed above.

Crafty provides equal employment opportunities (EEO) to all employees and applicants for employment without discriminating against race, color, religion, sex, sexual orientation, national origin, age, disability or genetics.