Equipment & Service Technician

Job Description

Note to Candidates: We meticulously craft our job descriptions to clearly define the skills necessary for success and the expected performance level of the role, resulting in detailed content. Our goal is to ensure the description accurately reflects the job you will perform. We value your input and look forward to hearing what you think about the format in the interview process.

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Who We Are:

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Crafty elevates workplace food and beverage programs with enhanced services managed in one innovative, centralized platform. Founded in 2015, our mission is to help companies craft better workplaces. From DraftKings to Robinhood to Zillow, we work with the world’s biggest brands to foster a culture of employee connectivity and productivity. Headquartered in Chicago, with offices in New York and the Bay Area, Crafty manages food and beverage programs across 300+ offices, serving more than 300,000 employees per month. Our commitment to crafting better workplaces starts from within. We are a team of passionate, resourceful, and hard-working trailblazers who love what we do. Our expertise spans technology, food and beverage operations, client success, fulfillment and more. At Crafty, our people are our greatest asset, because it's our people who foster a culture that makes our company a place worth being part of. And of course, the snacks are the cherry on top!

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The Role

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Crafty is seeking an Equipment & Service Technician who will report directly to the Equipment and Service Manager. In this role, the Service Technician will combine hands-on technical expertise with a strong passion for coffee, espresso, water, and ice equipment to diagnose issues, complete high-quality repairs, and support installations with precision and care. Success in this role requires excellent customer service, clear communication, active listening, and the ability to resolve concerns with empathy and professionalism. The ideal Service Technician is detail-oriented, adaptable, collaborative, and efficient, with the ability to learn quickly, work well in a fast-paced environment, and contribute to a positive team culture while keeping Crafty’s clients operating smoothly.

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What will be expected from you:

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• Diagnose & Repair — Troubleshoot and repair a variety of coffee, espresso, water and ice equipment, ensuring top-notch performance.
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• Customer Interaction — Communicate clearly with customers, explaining diagnoses and repairs to ensure they're informed and satisfied.
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• Support — Provide expert telephone support, guiding customers through troubleshooting steps.
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• Installation — Assist with the installation of large or heavy equipment, ensuring seamless operation from day one.
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• Service Calls — Conduct both phone and on-location service calls, delivering professional service with a personal touch.
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• Inventory — Maintain a proper inventory of parts and filters in your service vehicle to perform first visit repairs for our clients.
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Required Attributes

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• Industry Experience — Previous experience in a related field is essential; a strong passion for coffee with a keen interest in learning about coffee and espresso machines.
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• Customer Service Excellence — Natural ability to ask the right questions, listen actively, and resolve customer concerns with empathy and professionalism.
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• Detail-Oriented — Meticulous with a sharp eye for detail that ensures every repair is done right the first time.
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• Adaptability — Open to learning new techniques and approaches, and flexible in adjusting to evolving needs.
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• Team Player — Works well in a team environment and contributes to a positive workplace culture.
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• Efficiency — Able to keep up with the demands of a fast-paced environment without sacrificing quality.
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Ideal Experience

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• Proven technical experience in a service or technical position.
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• Strong customer-centric focus with excellent customer service skills.
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• A valid Driver's License with a clean driving record is essential for on-site service calls.
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• Physical capability to lift up to 50 lbs and remain on your feet for extended periods.
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• An inquisitive mind paired with a strong willingness to learn and grow professionally.
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• Flexibility and problem-solving skills to adapt to varying challenges and deliver effective solutions.
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Don't meet all of the qualifications? We want you to consider all of your skills and experiences - both professional and personal- that would make you successful in this role. Although some qualifications are essential, others can be attained with time. We believe diverse perspectives, upbringings, and knowledge contribute to our strong company culture and we encourage you to apply.

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Role Goals

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• Goal #1 — Ticket Resolution Speed: The Service Technician will maintain an average work order resolution time of less than 8 business hours, as measured via Tableau reviewed monthly, to reduce client-facing equipment downtime and support Crafty's 2026 client Dollar Retention goal of 93%.
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• Goal #2 — First-Visit Fix Rate: The Service Technician will maintain a first-visit fix rate of 90% or above, as measured via Tableau reviewed monthly, to reduce repeat visits and support Crafty's 2026 Market Profit goal of $23.6M.
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• Goal #3 — Certification & Skill Development: The Service Technician will complete one equipment certification or approved training per quarter as determined with the E&S Manager, verified by certification records on file, to build technical depth and support Crafty's 2026 Market Profit goal of $23.6M.
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• Goal #4 — New Client Implementation Quality: The Service Technician will achieve a 100% equipment-ready rate on all new client go-lives — confirmed via a completed post-implementation walkthrough with no open equipment deficiencies logged in Notion — and maintain zero escalation tickets in HubSpot attributed to equipment issues within the first 90 days of a client's launch, as reviewed monthly, to support Crafty's 2026 client Dollar Retention goal of 96%.
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What we offer:

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Our people mean everything to us. When you join Crafty, you’re joining a team of passionate, smart, and supportive people who work incredibly hard and have a good time along the way.

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We are proud to offer a compensation package that includes our Crafty healthcare plan, covering primary health, dental, and vision plans, 401k, paid time off, equipment certification courses, and parental leave. And, of course, it also includes Crafty-grade snacks, beverages, and fun events!

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Lastly, this role offers a special opportunity: to have a major hand in shaping the future of a young, flourishing company. Your creativity, ambition, and work will steer the direction of our successes.

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Our compensation amount for this role is $25 to $29 per hour. Final offer amounts are determined by multiple factors including cost of living based on location, candidate experience and expertise, and may vary from the amounts listed above.

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Crafty provides equal employment opportunities (EEO) to all employees and applicants for employment without discriminating against race, color, religion, sex, sexual orientation, national origin, age, disability or genetics.