Coffee Machine Expert - Assistant Manager

Position Summary

The role is responsible for providing technical expertise on commercial and consumer coffee machines, driving operational excellence, supporting escalations, ensuring service quality, and equipping frontline teams with the knowledge and tools required to deliver exceptional customer experiences.

The ideal candidate possesses strong technical knowledge of coffee equipment, troubleshooting expertise, leadership capabilities, and experience managing stakeholders in a customer support or contact center environment.

Key Responsibilities

Technical Expertise & Product Support

• Serve as the primary Subject Matter Expert (SME) for coffee machines, including installation, operation, maintenance, troubleshooting, and repair guidance.
• Provide advanced support for escalated customer inquiries and complex technical concerns.
• Analyze recurring equipment issues and recommend corrective and preventive actions.
• Stay updated on product launches, technology enhancements, software updates, and industry trends related to coffee equipment.

Operations Management

• Support daily operations and ensure service delivery meets established KPIs and client expectations.
• Partner with Operations Managers to drive improvements in customer satisfaction, resolution rates, and service quality.
• Monitor case management activities and ensure timely resolution of technical concerns.
• Identify process gaps and recommend operational enhancements.

Training & Knowledge Management

• Develop and facilitate technical training programs for agents, Team Leaders, and support staff.
• Create and maintain knowledge base articles, troubleshooting guides, FAQs, and process documentation.
• Conduct regular coaching sessions and knowledge refreshers to improve technical proficiency across teams.
• Ensure training materials remain aligned with product updates and operational requirements.

Escalation Management

• Handle high-priority customer complaints and technical escalations.
• Collaborate with manufacturers, field service teams, and client stakeholders to resolve complex issues.
• Provide root cause analysis and implement action plans to prevent recurring concerns.
• Serve as an escalation point for both internal and external stakeholders.

Quality & Continuous Improvement

• Analyze customer feedback, support trends, and operational metrics to identify improvement opportunities.
• Support quality assurance initiatives and calibration sessions.
• Drive continuous improvement projects that enhance customer experience and operational efficiency.
• Lead projects related to process optimization, technical support enhancements, and service excellence.

Stakeholder Management

• Build strong working relationships with clients, operations leaders, quality teams, training teams, and vendor partners.
• Provide regular updates, reports, and recommendations to leadership.
• Participate in business reviews and operational planning discussions.

Qualifications

Required

• Bachelor's degree in Engineering, Business Administration, Hospitality Management, Operations Management, or a related field.
• Minimum of 3-5 years of experience supporting coffee machines, beverage equipment, commercial appliances, or related technical products.
• At least 2 years of leadership or supervisory experience, preferably within a BPO, customer service, technical support, or shared services environment.
• Strong understanding of coffee machine operations, diagnostics, maintenance, and troubleshooting.

Preferred

• Experience supporting premium or commercial coffee brands.
• Exposure to contact center operations and customer support environments.
• Certification or formal training related to coffee equipment maintenance, repair, or technical servicing.
• Experience handling technical escalations and client-facing support.

Skills & Competencies

Technical Skills

• Coffee machine diagnostics and troubleshooting
• Mechanical and electrical systems knowledge
• Technical documentation and knowledge management
• Root cause analysis
• Equipment maintenance best practices

Leadership Skills

• Team coaching and development
• Performance management
• Stakeholder engagement
• Project management
• Problem-solving and decision-making

Business Skills

• Data analysis and reporting
• Process improvement
• Customer experience management
• Operational planning
• Presentation and communication skills