Pay: $90000 - $125000
Location: Liverpool , New York , Full-time, On-site at HQ
Summary: The Technical Services & Equipment Manager leads the technicians who install, maintain, troubleshoot, and repair vending machines, micro market equipment, coffee systems, and related payment and connectivity technology. Technicians travel to customer locations and/or work in the maintenance area at a branch location, based on business needs and assigned responsibilities.
The manager is accountable for technician performance, equipment reliability, timely service completion, repair quality, and service costs. This role requires practical technical experience, direct people management, and the ability to use service data to improve results while working across Operations, IT, and Customer Service.
Responsibilities:Technician leadership and staffing
- Recruit, interview, select, hire, onboard, and retain qualified field and branch maintenance technicians.
- Create and manage daily and weekly technician schedules for field service and branch maintenance; assign work by skills, availability, and workload, including travel, overtime, on-call coverage, and backup coverage.
- Set clear performance expectations; conduct evaluations, coaching, corrective action, and disciplinary discussions; make and implement termination decisions in coordination with Human Resources and company policy.
- Assess technical skills, maintain a training plan, and develop technicians in troubleshooting, installation, preventive maintenance, safety, and customer service.
Field service and branch maintenance
- Oversee equipment installations, repairs, relocations, removals, and preventive maintenance at customer locations and in branch maintenance areas.
- Schedule and prioritize service calls, preventive maintenance, installations, and repairs with customers and branch teams; confirm access and parts availability, dispatch technicians, and adjust schedules for emergency calls and changing priorities.
- Provide hands-on diagnosis and repair support for complex electrical, mechanical, refrigeration, dispensing, and payment system problems within the manager's qualifications.
- Establish repair and testing standards; verify equipment is clean, safe, functional, and ready for deployment before it leaves the branch.
- Investigate recurring failures and repeat calls, identify root causes, and implement corrective actions that reduce downtime and unnecessary return visits.
- Ensure technicians accurately record ticket status, failure cause, work completed, labor, parts used, and follow-up needs in the service system.
Equipment management and cost control
- Manage parts, tools, and service supplies in branch maintenance areas and technician vehicles; establish stocking levels and inventory controls.
- Track equipment condition, repair history, warranty coverage, and readiness; recommend repair, refurbishment, replacement, or retirement.
- Monitor labor, overtime, parts, vendor repairs, and warranty recovery against the service budget; improve efficiency without compromising repair quality.
- Maintain organized maintenance areas and enforce safe equipment handling, electrical isolation, tool use, and manufacturer service procedures.
Cross functional coordination
- Operations: Coordinate installations, equipment availability, route access, maintenance schedules, and service coverage to support daily operations and customer commitments.
- IT: Coordinate troubleshooting and escalation of kiosks, cashless readers, telemetry, software, and network connectivity; follow approved access and change procedures.
- Customer Service: Communicate service status, arrival expectations, resolution plans, and follow-up actions; address escalations and recurring customer concerns.
- Partner with equipment manufacturers, vendors, and internal teams on technical support, training, warranty issues, and equipment improvements.
KPI management and accountability
- Establish service targets with leadership, maintain technician and branch dashboards, and review results regularly. Validate data quality, identify performance gaps, assign corrective actions, and track improvement against the following measures:
- Equipment uptime and downtime; response time and time to resolution by service priority.
- First-visit resolution rate and repeat service calls for the same equipment or issue.
- Open ticket backlog and ticket age; preventive maintenance completed on schedule.
- Technician productivity and labor utilization, balanced with repair quality and job complexity.
- Labor and parts cost per completed service ticket; installations completed on schedule; customer service escalations.
Qualifications:- Minimum five years of hands-on equipment installation, repair, and maintenance experience, preferably in vending, coffee, micro markets, commercial refrigeration, or related equipment; at least two years of technician supervision or service team leadership.
- Demonstrated technical troubleshooting skills, including reading wiring diagrams and using diagnostic tools; ability to coach technicians and verify repair quality.
- Demonstrated experience managing service KPIs, ticket workflows, staffing, hiring, performance management, and service costs.
- Strong communication and cross functional problem-solving skills; proficiency with service management systems, VMS platforms, Microsoft Excel, and other Microsoft applications.
- High school diploma or equivalent required; technical degree, trade training, or relevant certifications preferred. Required certifications must be maintained for assigned regulated service work.
Travel and working conditionsTravel to customer and branch locations is required, with occasional overnight travel and after-hours support as business needs require. Work includes customer sites and branch maintenance areas, standing, bending, reaching, using tools, and moving equipment with appropriate assistance. A valid driver's license and ability to meet company driving requirements are required. Essential duties must be performed with or without reasonable accommodation.
American Food & Vending Offers:- Weekly pay
- 401K with company match
- Employee Assistance Program
- Eligible employees offered Medical, Prescription, Dental, and Vision Plans, FSA/HSA
- Ongoing training and development programs
- Bonus Programs for eligible positions
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