Coffee Engineer

Description

Grind is a hospitality company that lives in London.

Since opening Shoreditch Grind in 2011, we've expanded across London with cafés serving coffee, food and cocktails - as well as coffee trucks and a state-of-the-art coffee roastery.

No two days are the same in our maintenance team, working in a team to support 12 of our own cafés and coffee trucks across London as well as our partners including Soho House.

We think coffee can be a force for good.

Whether it's through creating the UK's first compostable coffee pods, our plastic-free packaging or carbon-free shipping - we're on a mission to be the world's most sustainable coffee company.

In 2023, we created our charity, the Better Coffee Foundation, to undo the damage done by the global coffee industry - in our first year, we recovered 43 million pods' worth of ocean-bound plastic.

Requirements

As a Coffee Engineer at Grind, you will be responsible for maintaining, diagnosing, and repairing coffee equipment across customer sites, ensuring machines operate reliably and efficiently.

Working primarily in the field, you will deliver exceptional customer service while troubleshooting mechanical and electrical issues, carrying out preventative maintenance, managing spare parts inventory, and documenting all service activities accurately.

Acting as a brand ambassador, you will build strong customer relationships, uphold safety and quality standards, and help customers maximise the performance and longevity of their equipment.

The role will be based at our Roastery in Bermondsey, where you will be working alongside our Roastery team of around 30 people.

This role is Monday - Friday with potential on-call weekend cover (You will be entitled to paid overtime/time lieu).

Most days will be field based with occasional days required in the workshop for training, parts/team time.

Role responsibilities.

• Ensure optimal machine performance and longevity by diagnosing, analysing, and fixing complex issues.
• Ensure all job details are inputted into the relevant operational systems accurately and within agreed timeframes
• Meet all Service SLA’s and agreed KPI’s, working with your Line Manager.
• Perform routine maintenance and repairs on various Grind coffee machines and equipment, including boilers, pumps, and grinder at both the Grind Workshop and on customer premises.
• Diagnose and troubleshoot electrical and mechanical issues using diagnostic tools and equipment
• Proactively and reactively address customer queries and concerns, and adapt to changing circumstances, whether on site or through inbound emails / telephone calls
• Adhere to safety standards and regulations during repairs.
• Role model behaviours both on site with customers, protecting Grind and being an ambassador for the brand at all times.
• Follow all company procedures for managing inventory of spare parts, using Grind’s service software to document and monitor stock use / movement. .
• Provide excellent customer service by maintaining open communication with customers throughout the repair process and providing timely updates.
• Share best practices to customers to improve the equipment's reliability and performance
• Exhibit strong attention to detail in documentation and record-keeping, ensuring all tasks are documented correctly in Grind’s Service Management software.