Seattle Coffee Gear

Repair Service Writer Technician - Lynnwood

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Active since 03-06-2017 Job category IT - Services & support
Location Lynnwood Level Entry level / Graduate
Educational level GCSE / A-Level / Highscho... Employment type -
Hours 0 Salary $13-15 DOE
Position: Repair Service Writer Technician
Hours: Full Time
Rate: DOE

Seattle Coffee Gear specializes in providing knowledgeable and expert advice to folks who want to make a better cup of coffee. We carry a wide array of products -- from basic press pots to sophisticated commercial-grade equipment -- in our retail locations and via the internet.  We are looking for more passionate and committed people to join our fun and dynamic crew.  The ideal candidate for this position is someone who has a fine attention to detail and enjoys a fast paced work environment.

Description: This individual would be responsible for the day-to-day customer interaction in store with our repair customers; providing outstanding customer service for repair service issues and escalations, achieving repair service objectives, improving retail repair and technical customer experience.

- Create a unique repair service experience for SCG customer in-store.
- Responsible for determining & completing repairs that could be done on the spot vs. those repairs that need to go to the repair center.
- Managing "waiting for approvals" and "waiting for parts"
- Provide work estimates
- Orchestrate repairs going back to the repair center
- Set up repair orders while the customer waits
- 90% of repairs get pre-approval while customer is in the store
- Transport machine to appropriate shelf location or orchestrated to the repair center
- Explain the process, what is being charged, if you'd like to pre-approve, parts are in and here is generally what you can expect timeline; in-store order confirmation, warranty information
- Compete "on the spot" easy repairs like un-clogging a grinder, magnet issues, gaskets. Show them the kits and how they could do an easy tune up, such as an Aroma or Via Venezia.
- Work with customers to sign off on work performed; parts and components received back and go over deails of the repair and discuss repair warranty and/or additional recommendations.
- Repair of espresso equipment
- Providing friendly and helpful assistance/technical support to Customer Service & retail (home and commercial) customers
- Preparing work orders, creating estimates and final booking repair orders
- Contacting customers to help resolve technical issues by phone and internal ticketing system

- Mechanically inclined
- Customer service oriented (retail background preferred)
- Computer literate
- Ability and willingness to learn new products and processes
- 1 to 5 years of repair related experience (automotive repair background is a plus)

- Ability to lift 50 lbs. unassisted
- Motivated self-starter, sense of humor, down to earth, fun and positive attitude.
- Ability to differentiate through product knowledge and superior customer experience and service

More information
This listing is a full-time job

Job category IT - Services & support
Industry / Industries Other
Region United States

Contact information

Name Miranda Godfrey