Communicate with customers to understand, troubleshoot, and/or dispatch a service provider to resolve equipment issues.
Communicate with technicians to schedule service calls, preventative maintenance, and/or installations.
Create, dispatch, and update customer work orders using Lavazza Dispatching Software and CRM.
Provide phone and/or video troubleshooting with customers to avoid onsite technical intervention.
Provide reporting and KPI’s from dispatching software for alignment of customer Service Level Agreements (SLA).
Liaise with sales and account management to ensure quick, proactive, and hassle-free solutions.
Provide expertise through continuous technical training and education with new product offerings.
Drive initiatives within CRM strategy & revenue generation model.
Monitor machine reliability, track issues, and work to reduce equipment downtime.
Perform additional clerical/administrative duties as required.

High school diploma or equivalent; additional education or training in customer service, communication or related fields is a plus
3+ years experience in Customer Service, required
3+ years experience in Technical Troubleshooting and/or Electronics, required
Basic knowledge of Coffee and Espresso equipment is a plus
Utilization of Microsoft Office Suite and Outlook
Proficiency in using dispatching software and CRM systems
Microsoft O365 experience required
Excellent verbal and written communication skills
Technical abilities and troubleshooting skills (electronics experience preferable)
Ability to remain composed and make quick decisions in a fast-paced environment
Genuine passion for delivering exceptional customer experiences
High attention to detail and a sense of pride and ownership to one’s work
Ability to occasionally lift and/or move up to 50 pounds
Ability to sit/stand for extended periods of time
Up to 10% travel required annually

Technical Support Dispatcher

Key skills