Hourly Positions

Preventative Maintenance Technician

Location: Minnesota Corporate Headquarters

Position Code: PMT

Date: Feb 03, 2010

Position Mission: To provide the service and support necessary to maintain our retail coffeehouses in a first class condition through preventative maintenance and repair support.

Responsibilities Include:

• Complete regularly scheduled preventative maintenance on equipment within retail coffeehouses including espresso / brewing, HVAC and refrigeration. This includes, but is not limited to:
  

communication with stores
scheduling
tracking and maintaining equipment data
ordering and tracking of parts and filters equipment evaluation

• Provide limited trouble shooting support for store operations on equipment issues
  

• Provide limited direct service support to the retail stores for repair and maintenance needs for day-to-day operations as well as emergency needs.
  

• Coordinate repairs through 3rd party service providers identified during scheduled maintenance.
  

• Identify repair trends and issues
  

Qualifications:

• Must be able to communicate effectively with individuals of differing knowledge levels (vendors, sub-contractors, operations management, corporate staff, etc)
  

• Excellent customer service skills
  

• Strong management capabilities to maintain control of activities of contractors, suppliers, job supervisors and numerous projects.
  

• Good time management skills with a proven ability to set and maintain schedules
  

• Must be highly motivated, able to prioritize multiple tasks, organize work to meet deadlines and multiple requests
  

• Detail oriented with strong organizational skills
  

• Able to take direction from multiple sources and follow through multi-step project steps/procedures consistently
  

• Knowledgeable/experienced with restaurant/food service equipment as well as mechanical, electrical and plumbing building systems
  

• Must possess clear written and verbal communications
  

• Adhere to company policies, programs, and work rules and maintain confidential information.
  

• Perform work in a timely and professional manner
  

• Able to work independently; self-directed, and results driven
  

• Able to take direction and follow through multi-step project steps/procedures consistently
  

• Proven track record of successfully managing multiple priorities in a fast paced work environment
  

• Basic understanding of mechanical, electrical and plumbing building systems.
  

• Basic computer skills including Microsoft Office programs
  

• Valid drivers license in good standing
  

• Possess a reliable work vehicle able to transport a ladder necessary for roof access as well as tools, parts and filters
  

• Able to provide basic service tools
  

Education/Training/Experience:

Minimum of 2 years experience servicing restaurant equipment (experience with espresso and brewing equipment is a plus) as well as experience maintaining mechanical, electrical and plumbing systems.

IT Service Specialist

Location: Minnesota Corporate Headquarters

Position Code: ISS

Date: Jan 18, 2010

Position Purpose/Summary:

This position is responsible to work within a team of support / administrative personnel that support the Company’s Incident Management process and perform the tasks associated the IT Operations function. This function has the following objectives:

• Working with a diverse team of IT Service Specialists, provide high quality service with a high sense of urgency.
  

• Consistently execute with discipline and accuracy in daily and weekly tasks.
  

• Strive to provide quality first-call resolution for Company team members.
  

Essential Job Functions:

• Provide first level support for phone, email and web initiated requests for all (corporate and retail) customers ensuring a single point of contact for all IT service needs.
  

• Consistently and accurately follow documented processes in execution of daily and weekly tasks so that quality is ensured and governance/compliance is maintained.
  

• Provide detailed resolution documentation for all IT Service Requests so that an environment effective communications is maintained and data exists for continuous improvement efforts.
  

• Ensure high quality, timely and friendly customer service to all customers so that the Service Desk KPI objectives are met or exceeded.
  

• Provide quality installation and upgrades of hardware (i.e. client workstations, screens, printers, Point of Sale (POS) systems) as defined by IT management.
  

• Provide quality training to customer as defined by IT management with a focus on reducing the number of IT service request received.
  

• Complete projects (individually or as part of a team) as defined by IT management.
  

• Work closely with vendors to maintain quality service and timely issue resolution ensuring Caribou guests and team members receive the highest level of service possible.
  

• Consistently meet Service Levels as set by IT management.
  

• Follow procedures for First, Second, and Third Level Call Escalation during normal and after-hours situations.
  

Additional/Other Non-essential Functions:

• Participate in knowledge and skill transfer sessions with other IT personnel.
  

Required Skills, Knowledge and Abilities

• Strict adherence to established support and service management policies and procedures (i.e. incident, change, problem, etc.) thereby ensuring all activities are fully documented for auditing and future support purposes.
  

• Be to work and ready to start shift on time 100% of the time.
  

• Safeguard and handle confidential information with integrity and discretion.
  

• Maintain a high level of communication with supervisor, other technical groups and customers.
  

• Able to perform all daily functions at a high level with moderate direct supervision.
  

• Highly motivated, self-directed, and results driven.
  

• Ability to successfully manage multiple priorities in a fast paced work environment.
  

• Able to work in a corporate cube environment with occasional noise and activity distractions common in this environment.
  

• Determined drive for excellent customer service.
  

• Strong written and verbal communication skills.
  

• Able to work independently or in larger teams in an efficient manner.
  

• Able to multi-task while quickly performing the tasks at hand.
  

• Able to work well under pressure and maintain a professionalism at all times.
  

• Open towards change, and able to adapt quickly.
  

• Prompt, professional, and acts with a sense of urgency and integrity.
  

• A passion for learning and personal growth.
  

• Ability to deal with a variety of abstract and concrete variables.
  

• Ability to define problems, collect data, establish facts, and draw valid conclusions.
  

Education, Job Qualifications and Requirements:
Preferred - Associates degree in computer or technical related field or CompTia Certifications (A+, Net+ or comparable working experience). Minimum �“ 1+ years equivalent experience. 1-2 years in a technical support environment required. Good working knowledge of all Microsoft Desktop Operating Systems (i.e. Win2k, XP, Vista, Windows 7). Ability to efficiently support Microsoft applications including Outlook, Excel, Word, Access and PowerPoint. Ability to perform user and computer administration/maintenance in a Microsoft Active Directory (2003+) environment. Installation experience of hardware including workstations, printers, and network devices, wireless access points, mechanical support arms, etc.