☕ Join the Team Everyone Talks About ☕
At Bridge Coffee Roasters, we don’t just fix coffee machines — we set the standard for what premium field service should look like. We are a leading partner and supplier to many clients in the premium coffee industry.
Our customers trust us with their reputation, their service, and their coffee quality. And we trust our engineers to deliver an experience that’s genuinely exceptional.
If you take pride in craftsmanship, care about doing the job properly, and love leaving customers saying “Wow — that was outstanding,” then you’ll fit right in.
Why You’ll Love Working With Us
- Competitive salary
- Monday–Friday working hours (8am–5pm)
- Company vehicle + fuel card
- All tools, tech, and equipment provided
- 25 days holiday + bank holidays
- Parking apps covered
- Pension scheme
- A supportive, energetic, and genuinely fun team who take great service seriously
We’re building a field service team that others look up to — and you’ll be a key part of that.
What You’ll Do — And Do Exceptionally Well
You’ll be the trusted expert customers rely on. Your work keeps their business moving, their teams happy, and their coffee tasting great.
Role Purpose
This is a brand new role within the Service Department, created to bring dedicated Technical & Quality Assurance leadership to the engineering team. As part of the Senior Service Team, the Technical & Quality Assurance Lead provides deep technical expertise across the core equipment range, leads investigation and escalation work on complex or recurring faults, and drives quality standards and training across the field engineering team.
The role is technically and analytically focused: it exists to understand why equipment fails, to raise the quality of service delivery, and to build the technical capability of the wider engineering team, complementing the Field Service Operations Lead, whose focus is scheduling, logistics and day-to-day operational delivery.
Key Responsibilities
Technical Escalations & Investigation
- Act as the technical escalation point for faults that are complex, recurring, or beyond standard engineer capability, engaged primarily via the Field Service Operations Lead
- Lead technical investigations into faults and recurring issues to establish root cause
- Manage and resolve customer and engineer escalations that require specialist technical input
- Provide hands-on technical support to field engineers, remotely and on-site where required
- Own and deliver the training support to engineers where repeat faults occur and own the the training matrix across the team
Quality Assurance
- Conduct quality assurance audits across service delivery, identifying gaps against standard
- Pull and analyse service and fault data to identify trends and recurring issues across the fleet
- Define and maintain technical quality standards for service and repair work
- Track and report on QA audit scores and technical escalation resolution times
Technical Capability & Training
- Maintain strong, current technical competence across the core machine and equipment range
- Design and deliver technical training to the engineering team, closing identified skills gaps
- Act as a technical authority the wider team can turn to on diagnosis, repair methodology and failure modes
- Contribute technical input to onboarding and ongoing development of field engineers
- Regular National and International travel, visiting customer sites, shadowing engineers and attending Manufacturer training and events
Collaboration & Reporting
- Work closely with the Field Service Operations Lead and the Customer Service & Office Manager on the boundary between operational and technical escalations
- Feed technical findings and fault trends into wider service and product improvement discussions
- Maintain accurate records of investigations, audits and training in the relevant service systems
Requirements
- Strong technical background in coffee equipment engineering, repair and diagnostics
- Proven experience investigating faults and identifying root cause, ideally across a fleet or multi-site estate
- Experience designing and delivering technical training, or acting as a technical mentor/coach to engineers
- Confident analysing service and fault data to identify trends (comfortable with reporting/CRM/ERP or service management systems)
- Experience conducting quality audits or setting technical quality standards
- Clear communicator, able to explain technical issues to both technical and non-technical audiences
- Comfortable operating as a technical authority without formal line-management responsibility
- Full UK driving licence
- Ability to offer on-site engineer support where required
Pay: £50,000.00-£55,000.00 per year
Application question(s):
- Can you commute to our main office in CF82 7TW, 1 day per week?
Experience:
- Coffee Machine Engineer: 3 years (preferred)
Willingness to travel:
Work Location: Hybrid remote in Hengoed CF82 7TW
