Technical Assistant

at Volcano Coffee Works

Date Posted:
08 Jul
London, GB
Job Type:
Salary Type:

About us Full Steam Espresso is one of London’s leading small batch coffee roasters. We are predominately a wholesale business, supplying some of London’s top restaurants and cafes. We believe in environmentally sustainable and ethically traded coffee, and work with partners all over the world who actively engage community-based improvements. Our ethical trading principles ensure that our successes benefit the entire supply chain and beyond, from direct initiatives at origin to local communities here in the UK. We believe that coffee is a force for good!

Our values We are coffee enthusiasts, with a passion for all things coffee, our people and our clients. Our core values underpin not only who we are but also the way that we operate: 1. Be straight up Be honest in our interactions and stand for what we believe. 2. Be invested Own the final result not just your inputs and invest rather than transact in relationships. 3. Be fair and fearless Award opportunity based on merit and seize, seek and create opportunity.

Role overview Your position as Technical Support is key to providing wholesale accounts the support needed to deliver as effective specialty coffee operators. The responsibilities outlined below represent the key functions of this role which make up a significant part of our wholesale service offering. You will be responsible firstly for providing these to our wholesale clients, and secondly to ensure you deliver the maximum amount of value with your time and any other resources made available to you.  

Role Responsibilities

Client Technical Support 70% • Provide “first response” technical support to all clients through phone support, email or other referred enquiry to all AY & VCW clients • Screen and scheduled services and callouts to maximise the amount of value delivered • Action preventative maintenance and light technical repairs espresso equipment for wholesale clients • Escalate all other problems to, 3rd party service providers where as need, and coordinate between providers and clients to ensure delivery of service. • Manage a preventative maintenance schedule/calendar for all AY & VCW clients. Prompt and coordinate services when they are due.

Systems and admin 15% • Process 3rd party and internal technical service reports through CRM and inventory systems • Update client and site information as needed to keep accurate and up to date records • Use reporting tools and sheets to guide your work.

Event Support 5% • Maintain events equipment and peripherals so it may be available for use when required • Deploy and collect large items of equipment as required for events • Where necessary assist on site during events • Manage communications and logistics for short term rental of coffee equipment

Inventory Management 5% • Assist with maintaining stock levels of machine parts and equipment • Update equipment costs as required • Assist with monthly stocktake of Equipment and Machine Parts, and ensure discrepancies are minimised • Manage minimum and maximum stock levels on UL to ensure parts are always available • Engage in supplier equipment demonstrations and training • Maintain good knowledge of our equipment catalogue

Training and equipment knowledge 5% • Assist staff with specific equipment enquiries • Assess/consult on equipment, builds and other coffee equipment related client enquiries • Assist with technical training for wholesale clients and staff   Personal Skills / Experience required • Personable o This is a heavily customer orientated roll. Building and maintaining relationships with clients is a key tool to be able to effectively communicate and manage delivery of service • Coffee & Industry Knowledge o The focus of this roll is on assisting clients to deliver specialty coffee at a high standard. You must have a good working knowledge of coffee focused front end service, and coffee in general. • Self-management/autonomy o You will not be working with direct oversight for most of your working hours. Managing your time and your objectives effectively will be down to you • Problem Solving o There will regularly be new situations and problems you will need to work around. You must be willing and able to think quickly and find solutions • Driver’s License o A significant portion of this roll is dependent on being able to move supplies and equipment around London and if needed also the rest of the UK. Applicants will need a current, clean driver’s license and must be over 25 for insurance purposes. • Commitment o We are committed to our clients and our values; you will need to be also.