Technical Service Manager

ABOUT THE GROUP

From a small store in Turin to a large, internationally recognized group: we are present in 90 countries around the world, with over 5,000 employees and 30 companies, managed directly and indirectly by the Luigi Lavazza Spa parent company, which distribute and market our products and coffee machines. In addition to Lavazza, the following brands are also part of our Group: Carte Noire, Merrild, Kicking Horse, Eraclea and Whittington tea.

Joining Lavazza means doing business with passion, knowing that the impact of our work goes beyond the quality of the production chain. We are a big family and are constantly looking for new talents who share our values and can enrich our team. We combine competitiveness with social and environmental responsibility as we create superior quality products available for consumption both at home and out of home, and distributed through all channels: Retail, Foodservice, Office Coffee Service (OCS), and Vending. Our strong, diversified presence enables us to offer consumers and clients perfectly suited solutions, for any occasion and time of day.

JOB OVERVIEW

At Lavazza North America, the Technical Services Manager is responsible for driving technical service excellence and commercial growth within a defined territory. This role partners closely with distributor partners, field sales teams, and internal stakeholders to ensure optimal performance of technical service operations, customer satisfaction, and asset reliability. The role does not include direct people management but requires strong cross-functional collaboration and field presence.

Location: REMOTE, Los Angeles, CA

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JOB RESPONSIBILITIES

• Serve as the primary technical liaison for assigned territory, supporting service-related sales initiatives and customer escalations.
• Provide technical training and re-education to distributor partners and field teams on equipment capabilities, maintenance, and troubleshooting.
• Monitor and improve key performance metrics such as first-time fix rate, asset uptime, and service response time.
• Conduct site visits for installations, demos, and escalated service issues to ensure customer satisfaction and operational excellence.
• Collaborate with Account Managers and Distributor Managers to identify service gaps and implement corrective actions.
• Manage spare parts inventory and ensure compliance with standard operating procedures and safety protocols.
• Support the rollout of new equipment and technical programs in the field.
• Other duties as assigned.

JOB QUALIFICATIONS

• 5+ years of experience in technical services, field operations, or service-related sales roles.
• Strong understanding of commercial equipment maintenance and troubleshooting.
• Proven ability to work independently and manage a territory with minimal supervision.
• Excellent communication and interpersonal skills; ability to influence without authority.
• Proficiency in CRM systems (e.g., Salesforce) and Microsoft Office Suite.
• Willingness to travel within the assigned territory.
• Experience working with distributor networks or in a B2B service environment.
• Ability to analyze service data and translate insights into actionable improvements.
• Customer-first mindset with a proactive approach to problem-solving.
• This role requires frequent travel within the assigned territory to support field operations, customer engagements, and distributor training.
• Estimated travel: 50–70%, including occasional overnight stays.

BENEFITS/PERKS

• Competitive Medical, Vision, Dental Benefits
• 401K Package
• Employee Assistance Program
• Hybrid Work Schedule
• Ability to be barista certified
• Tuition Reimbursement
• Performance Development Plans
• Employee Discounts
• Free coffee, anytime!

Lavazza is an equal opportunity employer that is committed to diversity and inclusion in the workplace. Lavazza prohibits discrimination and harassment of any type and affords equal employment opportunities without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.