Technical Service Manager

Devoción is Hiring a Technical Service Manager!

Location: New York, NY
Schedule: Full-Time (may require overtime, weekends, and holidays)
Pay Rate: $70,000 – $90,000 annually (based on experience)
Employment Type: Full-Time

Description

Devoción is seeking a highly skilled Technical Service Manager to oversee technician operations, equipment quality control, and service support for wholesale partners. This role blends technical expertise in coffee equipment with leadership, planning, and client service management.

The Technical Service Manager will manage Devoción’s Coffee Tech Team while ensuring that wholesale partners receive timely equipment maintenance, technical support, and high-quality service standards. This position requires a deep understanding of coffee equipment, strong communication skills, and the ability to coordinate service operations across multiple partners and vendors.

Overview

In this role, you will manage technician operations, coordinate maintenance schedules, maintain equipment quality standards, and ensure prompt service for wholesale partners. You will collaborate closely with internal teams including Wholesale, Education, and Operations to maintain a high level of client satisfaction and equipment reliability.

This position requires a hands-on technical leader with strong coffee equipment knowledge, service coordination experience, and the ability to manage technician workflows and client communications.

Responsibilities

Technical Operations & Team Management

• Manage and lead Devoción’s Coffee Tech Team.
• Oversee equipment maintenance and service support for wholesale partners.
• Coordinate emergency technical service coverage seven days per week.
• Develop and maintain technician standard operating procedures.
• Manage internal technician communication standards.

Client Service & Equipment Management

• Maintain service schedules and coordinate weekly/monthly client maintenance.
• Ensure service reports and quote documentation are submitted accurately and on time.
• Maintain high service standards and work with the Wholesale Team to achieve over 90% client satisfaction.
• Create and maintain troubleshooting guides for wholesale partners.

Equipment & Vendor Coordination

• Manage communication with equipment vendors and purchasing teams.
• Coordinate parts orders, repairs, and equipment procurement.
• Manage inventory for used equipment and tech lab parts.
• Stay up to date with new equipment offerings and coordinate vendor training.

Training & Education

• Execute technical education and equipment training for wholesale partners.
• Work with the Education Director and Wholesale Director to maintain equipment quality standards.
• Attend at least two coffee cuppings per month with Devoción’s Master Roaster.

Additional Responsibilities

• Assist with equipment setup for events and programming as needed.
• Support sustainability initiatives and environmental practices.
• Participate in company training and uphold Devoción’s company culture, values, and service standards.
• Conduct periodic performance evaluations and provide feedback to team members.

Must Have

• Valid driver's license
• Ability to work overtime and weekends
• Technician experience
• Coffee equipment knowledge

Nice to Have

• Excellent customer service skills and professionalism

Additional Qualifications

• Strong knowledge of coffee equipment including drip brewers, grinders, and espresso machines (single and double boiler).
• Barista experience with strong coffee knowledge.
• Strong administrative and organizational skills.
• Proficiency with email, Slack, Google Docs, and Google Sheets.
• Excellent communication skills in English for service documentation and client communication.
• Public speaking ability for training and partner education.

Physical Requirements

• Ability to travel within New York City, New York State, and occasionally out of state.
• Ability to lift up to 50 lbs.
• Ability to stand and walk for extended periods.
• Ability to perform physical tasks such as bending, twisting, and reaching.

• Paid Time Off
• Health Insurance
• Dental Insurance
• Vision Insurance
• 401(k) Retirement Plan
• Free coffee and additional company perks