Technical Support Dispatcher

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 4,000 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 we 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.

#LI-JB1

OVERVIEW

The role of the Technical Support Dispatcher works on a team supervised by the Technical Team Lead. This role is responsible for managing and prioritizing customer calls/emails for dispatching information to both internal technicians and our service partners. This role is crucial to providing excellent customer service and technical expertise to customers and expedite Coffee and Espresso equipment issues and resolutions. This role plays a pivotal role as a key liaison between our customer and in coordinating our field technicians to ensure that our customers’ needs are met promptly and efficiently.

This Technical Support Dispatcher position will have a focus on Lavazza's west coast customers and will be required to work during normal working hours for Pacific Time (12:00pm - 8:00pm ET).

RESPONSIBILITIES

• 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.

PROFESSIONAL QUALIFICATIONS

• 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
• 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 
• 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

PHYSICAL/TRAVEL REQUIREMENTS

• 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

BENEFITS/PERKS

• Competitive Medical, Vision, Dental Benefits 
• 401K Package 
• Employee Assistance Program 
• Onsite Cafeteria and Gym (West Chester location)
• Hybrid Work Schedule 
• Ability to be barista certified
• Monthly Lunches provided by Lavazza
• Tuition Reimbursement
• Performance Development Plans 
• Employee Discounts 
• Flexible business casual dress code - jean friendly! 
• 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.