Quality & Technical Service Manager (Coffee Services)

Join a company built on Quality, Ethics, and Sustainability . B-Corp Certified . illy caffè North America (ICNA) is seeking an exceptionally talented Quality and Technical Services Manager (Coffee Services) to join our team in Northern California area . This is FT position and an individual must live within 2 hours of the Bay Metro area. The Quality and Technical Services Manager is responsible for managing the daily technical (coffee services) activity within the bay area.

illycaffè is an Italian family-owned company, founded in Trieste in 1933 with the mission to offer the best coffee to the world. Every day, cups of illy coffee are served around the globe, in cafés, restaurants, and hotels, in single-brand cafés and shops, at home, and in the office, in which the company is present through subsidiaries and distributors. Since its foundation, illycaffè has oriented its strategies towards a sustainable business model by adopting the status of a Benefit Company and, in 2021 became the first Italian coffee company to obtain the international B Corp certification. Since 2013 the company has also one of the World's Most Ethical Companies. Everything that is “made in illy” is about beauty and art, the founding principles of the brand, starting from its logo, designed by artist James Rosenquist, up to illy Art Collection cups, decorated by international artists, or coffee machines designed by internationally renowned designers. To spread the culture of quality to growers, baristas, and coffee lovers, the company has developed its Università del Caffè which today holds courses in countries around the world https://www.illy.com/

Core Responsibilities

This role will be responsible for hiring, training, and managing Contract Service Partners within the region. This role will perform site surveys, machine installations and service and Quality Control evaluations to review with Sales managers for follow-up visits. The Quality & Technical Services Manager will report to the Sr. Division Manager.

Key responsibilities of this position include:

1. Machine Maintenance: i nstallations, dispatch assistance, field service and follow-ups as outlined in the “Branch Segmentation’’ and “Service Response Time” policies.

Priorities for Daily Activity are:

a) Perform and manage Field Service Calls; in Direct markets prioritizing key accounts

b) Install coffee and espresso equipment at new and existing accounts

c) Repossessions of equipment

c) Quality Controls prioritizing key accounts

e) Coordinate and manage installation, field service, QC’s, and repossessions by Third Party Service Providers (3PS)

Administrative Paperwork : Accurate completion of Service, Quality Control and Quality Audit forms and entering them into the computer on a daily basis. Completion of Quality Audits and Quality Control for review with Local sales managers Flow of installation documentation as outlined in the “Machine reorder Process” Completion of signed serial numbers for loaned equipment as outlined in the signed serial number process. Approval of 3PS invoices

Van and Shop Maintenance : Organization, parts ordering, inventory, and restocking. Regular van and shop maintenance. Van maintenance outlined in Van maintenance and checklist.

Quality Improvement : through QC’s, Quality Audits and continuing education of our partners, team members, service Partners, Distributors, and customers.

Technical Management: Compliance with the Policies and Procedures of the company. Policies and Procedures Manual) Understand and work within the Values of the company. Manage the daily technical activity in the Direct Branch Zone and surrounding Region outlined in Technical Job Responsibilities, help develop and manage the technical budget. Assist with training of new technical team members and sales team.

On-Call for national dispatch on rotation with a frequency as business dictates with an example of 1 in 6 weekends.

Hires, manages, regularly trains, and develops Contract Service Partners and direct technical employees (where applicable) for the regions of responsibility.

Collaboration with other departments and outside of the company including Regional Sales Managers, Senior Manager of Quality and Technical Service, National Technical Administrator, National Dispatch Manager, Logistics and Customer Service, Division and District Sales Managers.

Skills, Knowledge and Experience

Technical aptitude required

Minimum 3 years relevant experience

Use of tools and Multimeters

Bachelors degree preferred

Management experienced preferred

Must have a valid driver's license

Technical Knowledge: Use of voltmeter, ohmmeter, hand, and small power tools. Effective use of technical manuals and support materials for repair, parts identification, and ordering. Effective use and understand wiring and hydraulic schematics Comprehension and ability to make effective QC adjustments and quality audits.

Product Knowledge: Understanding of the Illy’s history, roasts, packaging, and quality. Distinguish the competitive advantages of illy caffè Recognize the competitive advantages of Unic Espresso and regular brewing equipment. Proper application of Illy’s formulas and for preparing espresso and brewed coffee. The Aptitude to operate, repair and maintain all machines serviced by illy. The Ability to train others on illy’s products and quality standards.

Customer Service: Display professionalism in all interactions with vendors, partners, clients, co-workers, and management on the phone and in person. Scheduling appointments, follow-ups and review of QC and service orders with key customer contacts and Branch/ District Sales Managers. Basic conflict resolution, problem solving and the ability to communicate calmly in all situations.

Computer Skills: Basic knowledge of the internal system with emphasis on the technical applications. Word, Excel, E-mail (Outlook), JDE.

Organization and Time Management skills: Schedule and prioritize service. Complete all required tasks (paperwork, reports ,QC’s restocking) within required time frames, maintain a stocked and organized shop and/or van.