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Salary: USD 55,505 - 68,565 / annual
Bevi is transforming beverage delivery and consumption through connected IoT-enabled machines that eliminate single-use bottles and cans. The company has raised over $160M in venture capital, serves thousands of customers across the US, Canada, UK, and Ireland, and has saved over 1 billion bottles from waste.
You will join the Technical Services Team as a Technical Services Specialist, serving both Direct and Partner customers via phone and email. In this role, you will act as an expert troubleshooter, diagnostician, and coach, ensuring Bevi machines run at peak performance. You will use independent judgment to resolve complex issues, provide guidance on installations and preventative maintenance, and drive continuous process improvements.
Your responsibilities include:
- Troubleshooting Bevi machines and supporting non-routine failures without documented guidance
- Leading troubleshooting efforts via phone and email (training provided)
- Providing guidance on installations and preventative maintenance
- Assessing existing troubleshooting processes and recommending improvements
- Supporting upsell and inbound inquiries by answering questions and routing leads to Sales
- Communicating opportunity areas and ticket trends back to engineering teams
- Helping partners with contract questions and system usage analysis
- Initiating RMAs for parts to be processed by Quality Engineers
- Answering warranty questions and scheduling proactive/reactive service calls nationwide
- Identifying customer opportunities (flavor changes, maintenance tips, new products, competitive presence)
- Being the voice of the customer in delivering exceptional service
This is a hybrid role based in Boston with a required consistent schedule of 12pm–8pm ET / 11am–7pm CT.
Requirements:
- Ability to maintain consistent schedule of 12pm–8pm ET / 11am–7pm CT
- Ability to learn and understand hardware and software systems to troubleshoot effectively
- Proficiency in independent judgment and decision-making to provide improvement recommendations and troubleshooting steps
- Ability to multitask: answering calls, managing emails, completing tickets, helping teammates, escalating feedback, and driving process improvements
- Exceptional verbal communication skills on the phone and strong writing skills
- Focus on thorough ticket management and throughput
- Ability to move with urgency to solve customer problems
- Great attitude and willingness to go above and beyond for exceptional customer experience
- Knowledge of CRM/ticketing systems (Zendesk, Salesforce, Netsuite) is a plus
