Field Service Technician (Coffee and Espresso Equipment)

Salary Range: $90,000.00 To $100,000.00 Annually About the Group From a small store in Turin to a large, internationally recognized group: we are present in 90 countries around the world, with over 5,000 employees and 30 companies, managed directly and indirectly by the Luigi Lavazza Spa parent company, which distribute and market our products and coffee machines. In addition to Lavazza, the following brands are also part of our Group: Carte Noire, Merrild, Kicking Horse, Eraclea and Whittington tea. Joining Lavazza means doing business with passion, knowing that the impact of our work goes beyond the quality of the production chain. We are a big family and are constantly looking for new talents who share our values and can enrich our team. We combine competitiveness with social and environmental responsibility as we create superior quality products available for consumption both at home and out of home, and distributed through all channels: Retail, Foodservice, Office Coffee Service (OCS), and Vending. Our strong, diversified presence enables us to offer consumers and clients perfectly suited solutions, for any occasion and time of day. Job Overview The Technical Services team at Lavazza North America supports commercial growth and customer satisfaction by ensuring coffee equipment, service programs, and distributor technical operations perform reliably across the field. The team partners closely with sales, distributor partners, customers, and internal stakeholders to deliver equipment training, troubleshoot service issues, improve asset performance, and support the successful rollout of new technical programs. Through data-driven service insights and consistent field execution, the team helps strengthen customer relationships, improve service quality, and enable growth across Away from Home channels. The Field Service Technician is responsible for driving technical service excellence within an assigned territory while supporting service-related sales initiatives, distributor capability, and customer escalations. This role serves as the primary technical liaison for distributor partners and field sales teams, monitors service performance metrics, identifies service gaps, and implements corrective actions that improve first-time fix rate, asset uptime, and response time. The position requires frequent field presence for installations, demos, training, and escalated service needs, with strong cross-functional collaboration and no direct people management responsibility. Work location: New York City, NY Work model: Remote with frequent field travel Travel: 50–70% within the assigned territory, including occasional overnight stays Job Responsibilities Serve as the primary technical liaison for assigned territory, supporting service-related sales initiatives, customer escalations, and distributor partner needs. Deliver technical training and re-education to distributor partners and field teams on equipment capabilities, maintenance procedures, and troubleshooting practices. Monitor first-time fix rate, asset uptime, service response time, and related service performance metrics to identify improvement opportunities. Conduct site visits for installations, equipment demonstrations, and escalated service issues to support customer satisfaction and operational excellence. Collaborate with Account Managers, Distributor Managers, and internal stakeholders to identify service gaps and implement corrective actions. Manage spare parts inventory processes and support compliance with standard operating procedures and safety protocols. Support the rollout of new equipment, technical programs, and field service initiatives across the assigned territory. Analyze service data and translate findings into actionable recommendations that improve customer experience and asset reliability. Professional Qualifications Bachelor’s degree in Engineering, Business, Operations, or a related field; or equivalent professional experience. 5-7 years of experience in technical services, field operations, equipment service, or service-related sales within the consumer packaged goods (CPG), coffee, beverage, or commercial equipment industry. Experience maintaining, troubleshooting, or supporting commercial equipment in customer-facing or field-based environments. Experience working with distributor networks, third-party service providers, or business-to-business (B2B) service models. Experience using customer relationship management (CRM) systems, such as Salesforce, to document customer activity, service needs, or sales support actions. Experience analyzing service metrics, operational data, or performance trends to recommend process improvements. Working knowledge of spare parts inventory processes, service documentation, standard operating procedures, and safety compliance practices. Experience supporting equipment installations, product demonstrations, technical training, or field service programs. Benefits & Perks Competitive Medical, Vision, Dental Benefits 401K Package Employee Assistance Program Hybrid Work Schedule Ability to be barista certified Tuition Reimbursement Performance Development Plans Employee Discounts Summer Friday’s (Memorial Day Weekend – Labor Day Weekend) Flexible business casual dress code - jean friendly! Free coffee, anytime! Lavazza is an equal opportunity employer that is committed to diversity and inclusion in the workplace. Lavazza prohibits discrimination and harassment of any type and affords equal employment opportunities without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.