Coffee Machine Expert - TP Fairview

Position Overview

Are you passionate about coffee and enjoy understanding not just how an espresso machine works, but how to get the best possible coffee from it?

Teleperformance is looking for a Coffee Product Expert & Trainer to support one of our programs.

This is a specialist role for someone who combines strong coffee knowledge with the ability to troubleshoot products, explain technical concepts clearly, and help others develop their skills.

We are particularly interested in candidates who already have practical experience with espresso preparation, manual espresso machines and grinders, whether gained through specialty coffee, barista work, coffee equipment retail or distribution, technical support, training, or a similar environment.

You do not need to know every Espresso Machine product on day one. We will provide direct product training across relevant parts of the portfolio. What is more important is having a strong foundation in coffee and espresso preparation, curiosity about how equipment works, and the ability to turn that knowledge into practical support for others.

The role will become a Tier 3 product knowledge escalation point for the Global English Customer Care team supporting the program, while also delivering ongoing product training, coaching and knowledge development.

What You’ll Do

Tier 3 Product Expertise

· Act as a senior product knowledge escalation point for Customer Care agents and team leaders supporting Espresso Machine products.

· Investigate complex product, coffee preparation and troubleshooting questions that cannot be resolved through standard support processes.

· Develop detailed technical and practical knowledge of the Espresso Machine product ranges.

· Work closely with Customer Care, Product, Quality, Service and Training teams when additional technical expertise is required.

· Help distinguish between product faults, setup issues, coffee-related variables and opportunities to improve the customer's technique.

· Maintain current knowledge as new products, accessories, features and troubleshooting processes are introduced.

· * Provide direct support to consumers when required as part of the Tier 3 escalation process, speaking with them personally to resolve complex product or coffee-related questions, provide advanced troubleshooting and practical guidance, and help them achieve the best possible results from their products.

Coffee & Espresso Expertise

A significant part of this role will be helping our teams understand why an espresso behaves the way it does, rather than simply following a troubleshooting script.

You should be comfortable explaining and demonstrating topics such as:

· Dialling in espresso across different Breville manual espresso machines.

· Understanding the relationship between grind size, dose, extraction time, beverage yield and flavour.

· Adjusting recipes and grinder settings to improve extraction.

· Understanding brew ratios and their practical effect on espresso.

· Diagnosing under-extraction and over-extraction.

· Understanding the differences between machines using time-based and volumetric extraction and how this affects setup and troubleshooting.

· Helping customers achieve consistent results when changing coffee beans, roast profiles or grinder settings.

· Understanding the interaction between espresso machines and grinders, including Breville and Baratza grinders.

· Translating specialty coffee concepts into advice that is practical and understandable for everyday consumers.

Knowledge of milk texturing, alternative brewing methods, coffee freshness, water quality and other factors influencing coffee preparation would also be highly valued.

Training & Coaching

· Deliver practical, engaging product and coffee training to new and existing Customer Care employees.

· Conduct hands-on demonstrations using Espresso and Baratza equipment.

· Deliver training for new products before or during launch.

· Provide ongoing coaching to improve product knowledge and troubleshooting capability.

· Support new-hire training and nesting where deeper product expertise is required.

· Run refresher sessions based on recurring questions, emerging issues and identified knowledge gaps.

· Partner closely with Customer Care, Product, Quality, Service, Training and Product Specialist teams to investigate recurring knowledge gaps, validate technical guidance, and ensure training and product knowledge remain aligned with Breville standards.

· Help agents build the confidence to explain coffee and espresso concepts naturally to consumers rather than relying only on scripted troubleshooting.

Knowledge & Content Development

· Help create and maintain product training materials, troubleshooting guides, FAQs and internal knowledge content.

· Identify opportunities for new troubleshooting videos, demonstrations and learning materials.

· Translate complex technical information into clear guidance that can be used by Customer Care teams.

· Provide feedback to Breville on recurring product questions and areas where additional documentation or training may be useful.

· Actively participate in regular product knowledge and troubleshooting calibrations with Breville and Teleperformance Training, Quality and Operations teams, identifying inconsistencies and knowledge gaps and helping ensure technical guidance remains accurate and consistently applied.

Continuous Improvement

· Review customer interactions and escalation trends to identify product knowledge gaps.

· Work with Quality, Training and Operations teams to understand where additional coaching is required.

· Monitor recurring technical or coffee-related questions and recommend improvements to training and support content.

· Help ensure product knowledge remains consistently high across the Global English Customer Care team.

What We’re Looking For

The right person may come from a variety of backgrounds.

You might currently work in:

· Specialty coffee

· A coffee equipment retailer or distributor

· A coffee machine showroom or branded store

· Barista training

· Coffee equipment training

· Technical product support

· Customer Care for coffee or kitchen appliances

· Coffee machine servicing or troubleshooting

More important than your current job title is your practical understanding of coffee and your ability to share that knowledge with others.

Ideally, You Will Have

· Strong practical knowledge of espresso preparation.

· Experience using manual or semi-automatic espresso machines.

· A good understanding of grinders and how grind adjustment affects espresso extraction.

· The ability to dial in coffee and explain the reasoning behind adjustments.

· An understanding of extraction variables including grind, dose, time and yield.

· An interest in specialty coffee and a desire to continue developing your knowledge.

· Strong troubleshooting and analytical skills.

· The ability to explain technical subjects clearly to people with different levels of experience.

· Confidence conducting training, demonstrations or coaching.

· Strong written and spoken English.

· Good organisational skills and the ability to work independently.

Particularly Valuable Experience

Experience with any of the following would be an advantage:

· Espresso machines or other appliances.

· Baratza or other specialist coffee grinders.

· Specialty coffee preparation or barista work.

· Coffee equipment sales, demonstration or distribution.

· Training colleagues or customers on coffee equipment.

· Technical support or troubleshooting of consumer appliances.

· Customer Care or contact-centre environments.

Formal coffee qualifications are welcome but are not required. Practical experience, strong coffee knowledge and the ability to teach others are equally important.

Why This Role Is Different

This is not simply a Customer Care trainer position.

You will have the opportunity to become one of the deepest product knowledge resources supporting Global English Customer Care operation, combining coffee expertise, hands-on product knowledge, troubleshooting, training and coaching.

You will receive direct exposure to Espresso product knowledge and training while working within the Teleperformance team supporting customers globally.

If you are the person colleagues already come to when they cannot work out why an espresso is running too fast, why a grinder adjustment has changed the flavour, or how to get better results from a coffee machine, this could be the role for you.