Field Service Technician

About Vale

At Vale, our goal is to make magic and bring the real benefits of matcha to a billion people. We are a group of fun-loving, matcha enthusiasts who believe that a good idea can come from anywhere. Vale is a Seattle startup making magic through cutting-edge technology, automation, and world class hospitality experiences. We are a dynamic and highly cross functional team with a wealth of experience in food service, food automation, software engineering, aerospace, and consumer electronics. We have come together to develop the Matcha experience of the future — whether that's in a cafe, your neighbourhood park, or at home.

The Role

The Field Service Technician is responsible for maintaining and supporting a fleet of mobile Matcha Beverage Carts to ensure maximum operational availability and reliability. This position performs field diagnostics, troubleshooting, repair, preventive maintenance, and equipment restoration to minimize downtime and deliver a high level of service to operations.

Working independently in the field, the technician will identify technical issues, determine the most effective corrective actions, and execute repairs safely and efficiently. When equipment requires depot-level service, the technician will work to minimize repair turnaround time and return units to service as quickly as possible. 

This position reports to the Matcha Bar Engineering Project Manager.

Key Responsibilities

• Diagnose mechanical, electrical, and operational issues on Matcha Beverage Carts in the field.
• Perform corrective maintenance and repairs to restore equipment to full operational status.
• Conduct preventive maintenance inspections to improve equipment reliability and reduce unexpected failures.
• Determine appropriate repair strategies and implement effective corrective actions with minimal disruption to operations.
• Respond promptly to service requests and prioritize repairs based on operational needs.
• Perform depot repairs on carts requiring more extensive service.
• Maintain accurate service records, repair documentation, and maintenance logs.
• Identify recurring equipment issues and provide recommendations for design improvements or preventive measures.
• Maintain an organized inventory of tools, replacement parts, and service supplies.
• Follow all company safety procedures and equipment operating standards.
• Communicate repair status and equipment readiness to the Matcha Bar Project Manager and other stakeholders.
• Support continuous improvement initiatives focused on equipment reliability and service efficiency.
• Liaison with fabrication vendors on custom repair jobs.

Qualifications

Required

• High school diploma or equivalent.
• Demonstrated experience diagnosing and solving technical problems in field service environments.
• Experience repairing mechanical equipment, machinery, or mobile equipment.
• Strong troubleshooting and analytical skills.
• Ability to work independently with minimal supervision.
• Excellent organizational, communication, and time management skills.
• Valid driver's license with an acceptable driving record.
• Ability to lift and move equipment and work in various indoor and outdoor environments.

Preferred

• Automotive mechanic experience.
• Technical certifications in mechanical, electrical, or industrial equipment repair.
• Experience with preventive maintenance programs.
• Familiarity with electrical systems, plumbing components, refrigeration, pumps, or food-service equipment.
• Training & Communication: Ability to clearly explain mechanical systems and train non-technical team members on cart operation, preventative maintenance, and common troubleshooting procedures.
• Working knowledge of common metal fabrication processes—including sheet metal forming, welding, machining, and finishing—with the ability to communicate effectively with fabrication vendors, review custom part designs, and provide technical feedback to support high-quality, serviceable solutions.

Knowledge, Skills, and Abilities

• Mechanical aptitude with strong hands-on repair capabilities.
• Systematic approach to troubleshooting and root cause analysis.
• Ability to make sound technical decisions in the field.
• Strong customer service orientation.
• Ability to manage multiple service calls and changing priorities.
• Proficiency using hand tools, power tools, and diagnostic equipment.
• Basic computer skills for documentation, work orders, and maintenance tracking.

Performance Expectations

Success in this role is measured by the technician's ability to:

• Maintain a high level of operational availability for Matcha Beverage Carts during scheduled operating hours.
• Rapidly diagnose and resolve field equipment failures.
• Minimize Mean Time to Repair (MTTR) for carts serviced in the depot.
• Reduce repeat failures through effective root cause identification and quality repairs.
• Complete preventive maintenance on schedule.
• Maintain accurate and timely maintenance documentation.
• Contribute to continuous improvements that increase fleet reliability and reduce operating costs.

Working Conditions and Schedule

• Matcha bar operations primarily happen Wednesday - Sunday. Weekend work will be required.
• Frequent travel to customer and operating locations.
• Regular lifting, bending, kneeling, and standing.
• Exposure to indoor and outdoor work environments and varying weather conditions.
• Occasional after-hours or weekend work may be required to support business operations.