Counter Culture Coffee logo

Counter Culture Coffee

Technical Support Specialist

WHOLESALE · Durham, North Carolina
Department WHOLESALE
Employment Type Full-Time
Minimum Experience Mid-level

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Counter Culture Coffee was founded in 1995 and is headquartered in Durham, NC, with regional offices in 13 major cities across the country.  Counter Culture Coffee has been continuously innovating in the coffee industry and we’re looking for passionate, dynamic, diverse team members to help us expand our efforts.

Counter Culture Coffee is:

Quality Coffee | We continue to cultivate relationships with growers and organizations around the world in order to build trust, improve quality, and foster transparency.

Education | We believe the pursuit of coffee perfection includes educating ourselves, our partners, and our customers about the coffee supply chain and the best methods of preparation.

Sustainability | Our commitment to affecting positive change in every community to which we are connected is driven by our belief that we can–and should–always strive to improve upon the present.

Transparency | We are committed to sustainability and holding ourselves and our peers accountable for creating a more sustainable future of coffee

 

Position: Technical Services Support Specialist

FLSA Status: Exempt

Location: Durham, NC 

 

 Job Overview:

Counter Culture Coffee strives to create cutting-edge coffee people, and this seat is a leader in our efforts to create such people within the company. This person is a thorough technical service provider, meticulous record keeper, and inspiring teacher. This job requires expertise in coffee brewing and espresso equipment technical support, troubleshooting, and a passion for teaching those skills to others. This job will also require strong collaboration with the National Technical Services Manager, the Wholesale Management Team, other departments including Finance, and be responsible for the continuing development of our Technician and Technician 2 skill sets. This role works in collaboration with the National Technical Services manager to scale Counter Culture’s technical program to meet our growing national footprint.

 

 Job Duties:

  • Work with the Technical Services Team to codify and manage Tech skill set standards for each team member.

  • Assist Technical Services Manager with content creation

  • Work with the Technical Services Manager to set technical support standards, certification standards, and support technicians to meet those standards

  • Assist in coordinating and dispatching internal and third party technical service

  • Manage all aspects of our internal parts and equipment process

  • Fleet management

  • Logistics management for parts and equipment

  • Build and maintain CIO platform for internal tech training

Requirements:

  • Must be positive, inspiring, thoughtful, thorough and question the status quo.

  • Communicates clearly with strong interpersonal skills.

  • Must pass tech level 2 exam with a minimum score of 80% within 30 days of hire

  • Mastery of tools, troubleshooting, machinery, electricity, plumbing, and inventory record keeping

  • Strong technical skill set in the coffee industry (2+ years required)

  • Strong barista skill set (2+ years preferred)

  • Efficient time management, flexible schedule, off-­hours availability

  • Occasional out-­of-­town travel including the ability to travel overnight, some work after hours, weekends, or holidays.

  • Congenial, professional, helpful, and thoughtful in any situation.

  • Must be able to lead large groups in discussions or training regarding all topics related to coffee and tech services troubleshooting.

  • Comfortable using various forms of technology and programs. 

90-Day Goals:

  • Strong understanding of Counter Culture’s vision, mission, values, and plan.

  • Comprehensive understanding of our wholesale program including our products, services, and policies.

  • Proficiency with Counter Culture’s CRM, ERP, and other tech department technologies

  • Develop training standards and agenda for employees that work harmoniously with Tech, Sales, and Regional Management Teams.

Physical Activities of Job:

 

  • Stooping, kneeling, crouching, reaching. 

  • Standing for sustained periods of time, walking for long distances or from one work site to another.

  • Pushing, pulling, lifting, fingering, grasping, feeling (attributes of objects).

  • Repetitive Motion

  • Consists of medium level physical requirements: exerting up to 50 pounds of force occasionally, and/or up to 30 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects.

  • Visual acuity: must have close visual acuity to perform activities, operate machines/heavy equipment /operate motor vehicles, and determine accuracy, neatness and thoroughness of the work assigned and/or to make general observations of facilities or structures.

  • Hazards: worker is subject to hazards.  Includes a variety of physical conditions, such as proximity to moving parts, moving vehicles, electrical current, and/or exposure to high heat or exposure to chemicals.

  • Frequently in close quarters and other areas that could cause claustrophobia.

  • Requires ability to function in narrow aisles or passageways.

  • Proficient at driving, maneuvering, and parking Company vehicles.

  • Physically able to sit for long time periods, driving to/from customer/client locations - often in heavy traffic.

Benefits: Currently, the offered benefits include: group health (medical, dental and vision), available the first of the month after 30 days of employment; Flexible Spending Accounts for Healthcare and for Dependent Care; short- and long-term disability; life insurance; 401(k) program; paid time off; six company holidays. 

 

 Counter Culture Coffee is an Equal Opportunity Employer in both policy and practice.

Counter Culture Coffee assesses candidates for employment based on their knowledge, skills, and abilities to perform the job for which they are applying and without regard to any non-job related category as protected by federal, state or local law.

Finalist candidates for employment will be required to pass a reference check process, successfully complete a post-offer/pre-employment criminal background check, and demonstrate USA employment eligibility (per federal and state law, Counter Culture Coffee participates in the federal E-Verify program).

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  • Location
    Durham, North Carolina
  • Department
    WHOLESALE
  • Employment Type
    Full-Time
  • Minimum Experience
    Mid-level