Technical Service Manager

Devoción is Hiring a Technical Service Manager!Location: New York, NYSchedule: Full-Time (may require overtime, weekends, and holidays)Pay Rate: $70,000 - $90,000 annually (based on experience)Employment Type: Full-TimeDescriptionDevoción 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.OverviewIn 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.ResponsibilitiesTechnical Operations & Team ManagementManage and lead Devoción's Coffee Tech TeamOversee equipment maintenance and service support for wholesale partnersCoordinate emergency technical service coverage seven days per weekDevelop and maintain technician standard operating proceduresManage internal technician communication standardsClient Service & Equipment ManagementMaintain service schedules and coordinate weekly/monthly client maintenanceEnsure service reports and quote documentation are submitted accurately and on timeMaintain high service standards and work with the Wholesale Team to achieve over 90% client satisfactionCreate and maintain troubleshooting guides for wholesale partnersEquipment & Vendor CoordinationManage communication with equipment vendors and purchasing teamsCoordinate parts orders, repairs, and equipment procurementManage inventory for used equipment and tech lab partsStay up to date with new equipment offerings and coordinate vendor trainingTraining & EducationExecute technical education and equipment training for wholesale partnersWork with the Education Director and Wholesale Director to maintain equipment quality standardsAttend at least two coffee cuppings per month with Devoción's Master RoasterAdditional ResponsibilitiesAssist with equipment setup for events and programming as neededSupport sustainability initiatives and environmental practicesParticipate in company training and uphold Devoción's company culture, values, and service standardsConduct periodic performance evaluations and provide feedback to team membersRequirementsMust HaveValid driver's licenseAbility to work overtime and weekendsTechnician experienceCoffee equipment knowledgeNice to HaveExcellent customer service skills and professionalismAdditional QualificationsStrong knowledge of coffee equipment including drip brewers, grinders, and espresso machines (single and double boiler)Barista experience with strong coffee knowledgeStrong administrative and organizational skillsProficiency with email, Slack, Google Docs, and Google SheetsExcellent communication skills in English for service documentation and client communicationPublic speaking ability for training and partner educationPhysical RequirementsAbility to travel within New York City, New York State, and occasionally out of stateAbility to lift up to 50 lbsAbility to stand and walk for extended periodsAbility to perform physical tasks such as bending, twisting, and reachingBenefitsPaid Time OffHealth InsuranceDental InsuranceVision Insurance401(k) Retirement PlanFree coffee and additional company perks