Customer Service Technician

Department:  UK Customer Service


Job ID: 

Lavazza Professional is the Business-to-business (B2B) arm of Lavazza Group; as a brand we have grown over the last 120 years from a small Italian artisanal company to an industrial giant. Throughout our growth, we have remained family owned, and our passion for quality coffee is coupled with a spirit of entrepreneurship, defined by innovation and a sense of responsibility.

At Lavazza Professional, our goal is to fuel workplace productivity and wellness, we bring high performance vending technologies to offices and factory floors in over 10,000 businesses across the UK. Partnering with some of the nation’s best loved drinks brands, we make sure choosing the perfect menu couldn’t be easier. With significant investment into research and development, we now offer a wide range of customised vending solutions and our range is ever expanding.

As a company, we are proud to announce our “Roadmap to Zero”, our aim is to completely neutralise the Group’s carbon footprint by the end of 2030. With an investment of about €50million in the 2020-2021 period, you can be proud to join a company dedicated to sustainability, innovation, and employee development.


What is the role?

We are seeking a field based Customer Service Technician (CST) to act as an ambassador for Lavazza Professional to deliver an industry leading service to our customers.

Based within a territory, you will be responsible for effectively managing reactive and proactive high quality machine servicing and the installation and decommissioning of machines as required.

The successful candidate will be a highly motivated, customer focused individual who seeks to drive value and optimise ways of working, increasing customer engagement and role modelling the Lavazza values.


Key responsibilities will include:

  • Installation of our machines at customers’ sites, including the delivery of training and building customer relationships
  • Proactively maintaining and repairing our machine base to the defined standards
  • Decommissioning machines that require movement and reinstalling when the customer is ready
  • Understanding and complying with all Health & Safety requirements and regulations
  • Meeting core operational objectives and driving account profitability
  • Managing customer and business demand in your own territory whilst working with your team to meet regional KPIs
  • Be able to travel outside of own territory to support other areas and regions when the business requires support
  • Be able to stay overnight if requested to support training requirements and needs, operational & business needs and Business and team meetings planned in over the year
  • Accurate management of spares to minimise cost and eliminate stock-outs
  • Ownership of local problems through to resolution to maximise customer satisfaction
  • Leading and participating within the team environment, including attendance at team meetings
  • Supporting all projects at regional and national level for efficiency gains


The successful candidate will:

  • have GCSE or equivalent passes in Maths, English, and Science (formal qualification in electrical or electromechanical field preferred)
  • have experience within a Customer facing role dealing with issues/complaints effectively
  • have experience within a technical or mechanical role which requires fault finding and fix
  • be competent at using Microsoft Office applications; Outlook, Excel, Word
  • be a strong communicator with the confidence to upsell and provide recommendations
  • be able to work remotely with the ability to prioritise based on customer & business demand with limited supervision
  • hold a Full UK driving licence


In exchange we will offer you:

  • Competitive salary
  • 25 days holiday plus bank holidays
  • Pension Scheme
  • Private Health Care
  • Plus a range of health and well-being benefits

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