Equipment & Service Technician

Note to Candidates: We meticulously craft our job descriptions to clearly define the skills necessary for success and the expected performance level of the role, resulting in detailed content. Our goal is to ensure the description accurately reflects the job you will perform. We value your input and look forward to hearing what you think about the format in the interview process.

While professional experience and qualifications are key for this role, make sure to check you have the preferable soft skills before applying if required.

Who We Are:

Crafty elevates workplace food and beverage programs with enhanced services managed in one innovative, centralized platform. Founded in 2015, our mission is to help companies craft better workplaces. From DraftKings to Robinhood to Zillow, we work with the world’s biggest brands to foster a culture of employee connectivity and productivity. Headquartered in Chicago, with offices in New York and the Bay Area, Crafty manages food and beverage programs across 300+ offices, serving more than 300,000 employees per month. Our commitment to crafting better workplaces starts from within. We are a team of passionate, resourceful, and hard-working trailblazers who love what we do. Our expertise spans technology, food and beverage operations, client success, fulfillment and more. At Crafty, our people are our greatest asset, because it's our people who foster a culture that makes our company a place worth being part of. And of course, the snacks are the cherry on top

The Role

Crafty is seeking an Equipment & Service Technician who will report directly to the Equipment and Service Manager. In this role, the Service Technician will combine hands-on technical expertise with a strong passion for coffee, espresso, water, and ice equipment to diagnose issues, complete high-quality repairs, and support installations with precision and care. Success in this role requires excellent customer service, clear communication, active listening, and the ability to resolve concerns with empathy and professionalism. The ideal Service Technician is detail-oriented, adaptable, collaborative, and efficient, with the ability to learn quickly, work well in a fast-paced environment, and contribute to a positive team culture while keeping Crafty’s clients operating smoothly.

What will be expected from you:

• Diagnose & Repair — Troubleshoot and repair a variety of coffee, espresso, water and ice equipment, ensuring top-notch performance.
• Customer Interaction — Communicate clearly with customers, explaining diagnoses and repairs to ensure they're informed and satisfied.
• Support — Provide expert telephone support, guiding customers through troubleshooting steps.
• Installation — Assist with the installation of large or heavy equipment, ensuring seamless operation from day one.
• Service Calls — Conduct both phone and on-location service calls, delivering professional service with a personal touch.
• Inventory — Maintain a proper inventory of parts and filters in your service vehicle to perform first visit repairs for our clients.

Required Attributes

• Industry Experience — Previous experience in a related field is essential; a strong passion for coffee with a keen interest in learning about coffee and espresso machines.
• Customer Service Excellence — Natural ability to ask the right questions, listen actively, and resolve customer concerns with empathy and professionalism.
• Detail-Oriented — Meticulous with a sharp eye for detail that ensures every repair is done right the first time.
• Adaptability — Open to learning new techniques and approaches, and flexible in adjusting to evolving needs.
• Team Player — Works well in a team environment and contributes to a positive workplace culture.
• Efficiency — Able to keep up with the demands of a fast-paced environment without sacrificing quality.

Ideal Experience

• Proven technical experience in a service or technical position.
• Strong customer-centric focus with excellent customer service skills.
• A valid Driver's License with a clean driving record is essential for on-site service calls.
• Physical capability to lift up to 50 lbs and remain on your feet for extended periods.
• An inquisitive mind paired with a strong willingness to learn and grow professionally.
• Flexibility and problem-solving skills to adapt to varying challenges and deliver effective solutions.

Don't meet all of the qualificat