Odyssey Espresso is seeking a technically minded coffee lover who enjoys solving problems, working with their hands, and helping people. As a Technical Customer Service & Repair Technician, you will own technical customer support and machine service for the Argos Lever Machine. You will work directly with customers through email and Discord to diagnose issues, guide customers through troubleshooting and repairs, and determine the appropriate remedy when something isn't working as expected. You will also perform machine repairs and servicing at our Lakewood facility and manage warranty machines that are shipped back to Odyssey for repair.

This is a dynamic role that combines customer service, technical troubleshooting, electrical and mechanical diagnosis, hands-on repair, documentation, and general machine assembly. You will have the opportunity to develop specialized knowledge of espresso machines and learn the technical details of the Argos, but you do not need prior experience working on lever espresso machines. We will train you on the machine, our systems, and the technical knowledge needed to be successful.

The ideal candidate is patient, kind, and enjoys helping others. You should be comfortable communicating with customers who may be frustrated or unfamiliar with technical troubleshooting, while also being confident enough to dig into difficult problems and figure out solutions. You don't need to know everything coming in, but you should be a self-starter who is motivated to learn, ask questions, investigate problems, and see an issue through to resolution.

This is a full-time position (40 hours per week) based in Lakewood, CO off the light rail (5 miles from downtown Denver).

Responsibilities: 

• Own technical customer support for Odyssey customers through email and Discord
• Diagnose customer-reported issues and determine appropriate troubleshooting steps, repairs, or remedies
• Clearly communicate technical information to customers in a patient, friendly, and easy-to-understand manner
• Help customers troubleshoot and perform basic repairs themselves when appropriate
• Perform machine repairs and servicing at the Odyssey facility
• Receive, diagnose, repair, test, and return warranty machines shipped back to Odyssey
• Maintain accurate documentation of customer issues, diagnoses, repairs, parts used, and outcomes
• Identify recurring problems and help develop troubleshooting guides, repair procedures, and internal documentation
• Diagnose basic mechanical and electrical issues using appropriate tools and testing methods
• Perform general assembly and sub-assembly work on Argos machines as needed
• Perform quality control testing on repaired and assembled machines
• Identify opportunities to improve machine reliability, serviceability, and customer experience
• Maintain a clean and organized workstation and shop space
• Work independently to investigate and resolve difficult or unfamiliar technical problems
• Perform other duties and tasks as assigned

Qualifications: 

• Espresso preparation experience is required — you should be comfortable dialing in and pulling espresso shots
• Enjoy talking to people and genuinely enjoy helping others
• Patient, kind, and professional when working with customers
• Good written communication and decent grammar
• ATTENTION TO DETAIL is HUGE
• Strong mechanical and technical aptitude
• Comfortable using basic hand tools including ratchets, wrenches, sockets, screwdrivers, wire crimpers, etc.
• Comfortable learning basic electrical diagnosis and troubleshooting
• Comfortable working with your hands and taking apart, diagnosing, and reassembling equipment
• Must be able to follow directions and accept feedback
• Self-motivated and able to work independently without constant supervision
• Strong problem-solving skills and willingness to tackle difficult problems
• Able to research, investigate, and figure things out when the answer isn't immediately obvious
• Good time management and organizational skills
• Comfortable documenting work and following established procedures
• Ability to lift and carry up to 50 lbs
• General machinery maintenance or repair experience is a plus
• Familiarity with espresso machines and the coffee industry is a plus

You do not need prior experience with the Argos or lever espresso machines. We will train the right candidate on Odyssey's machines, systems, troubleshooting procedures, and the technical knowledge necessary to perform the role. What we can't easily teach is curiosity, patience, attention to detail, mechanical aptitude, and the motivation to solve problems.

Benefits:

• Salary starting at $48,500/ yr
• Access to specialty coffee for shop consumption
• Employee discounts on merch and machines
• Membership to the Coffee Technicians Guild
• Access to 5 paid days off every six months after a 90-day probationary period
• Colorado SecureSavings Retirement Plan
• Health Insurance after 30 days of employment
• 7 paid US holidays off