Field Operations and Customer Support

Sterling, Virginia, United States Full-time

As a Sestra Field Operations and Customer Support Technician, you will be responsible for building, assembling, staging, installing and supporting Sestra’s IOT beverage dispensing solution (beer, wine, coffee, cocktails). This position includes hardware manufacture/assembly and software support including installations in bars, restaurants, and stadiums throughout North America.

LOCATION: STERLING, VA 

Responsibilities

  • Pre-Sales Support
    • Provide pre-installation sales support and complete physical site surveys with complete and accurate information
    • Make recommendations for successful and cost-effective installations
  • Construction & Assembly, and Onsite Installation
    • Construct Sestra mobile carts and cabinets
    • Operate power and hand tools efficiently and safely
    • Stage, test, install, and handover working solution to the customer
    • Provide customer training to cover overall system operation, common customer issues, installation, and replacement of spare parts, review of spare parts kit, escalation procedures and contact information.
    • Territory is nationwide and may include automobile, train or air travel
    • Support the Sestra inventory process
    • Work with IT manager to ensure proper technical set up for equipment
    • Source, order and pick up supplies and parts as needed
  • Maintenance and Line Cleaning
    • Deliver onsite and remote customer support including the ability to support hardware maintenance and software upgrades (basic)
    • Perform station maintenance and routine line cleaning
    • Troubleshooting of customer issues
    • Documentation of onsite issues
  • On-Call Dispatch and/or Level 2 Monitoring/Triage Support
    • Participate in the off-hours on-call rotation (nights & weekends) including same day and next day dispatch when required
    • Territory is nationwide and may include automotive, train, or air travel as required
  • Deliver superior workmanship, customer service and sales support
    • Execute quality assurance checks and follow checklists
    • Present a professional, knowledgeable and welcoming contact with all customers and partners
  • General
    • Maintain spares, assigned tools and other equipment in good working order
    • Innovate solutions. Improve methods and designs. Provide feedback. Be creative.
    • Maintain a clean work space in the office and at customer sites
    • Ensure that each time you leave a customer site you have reviewed each aspect of the station (beyond the reason for your visit), reported troubles, and left the beautifully cleaned and in working condition.
    • Follow the operations dress code for onsite visits
    • Obtain and maintain forklift certification (via Sestra)
    • Facilities maintenance as needed
    • Prepare and process outgoing shipments including all packaging and paperwork
    • Successfully complete other duties as assigned.

 Job Requirements

  • Travel by plane, train or car
  • Valid driver’s license
  • Reliable automobile transportation with insurance coverage
  • Ability to lift heavy equipment (PCS, chillers, carts, and tables)
  • Ability and skill to operate power and hand tools efficiently and safely
  • Basic computer skills
  • Ability to work in both indoor and outdoor locations in various temperature zones
  • Ability to work under pressure
  • Attention to detail

Location:  This position is located in Sterling, VA (travel required per above)

 

About Sestra Systems

Sestra was founded by Lev Volftsun, a serial entrepreneur who has sold two technology companies to Cisco Systems and a third to Metaswitch, with a total accumulated value of over $1B. Our mission is to become the gold standard for beverage dispensing by bringing IoT connectivity to on-tap dispensing and serving the perfect pour, delivering revolutionary loss prevention to customers serving draft beverages (beer, wine, cocktails, cold brew coffee, etc.). Our patented pour control technology ensures that each and every glass of beer, wine or mixed drink is poured to the exact volume and temperature specified virtually eliminating costly over-pouring. Our hands-free, push-to-pour dispensing increases speed of service, eliminating long lines and increasing revenues during the busiest service periods. More importantly, our connected devices record all events and syncs with the cloud to provide valuable real-time analytics and remote administration capabilities to our customers. Sestra’s smart dispensing solutions are installed as mission-critical applications within iconic sports venues, cultural centers, hotels and restaurants across the country. The Washington Nationals, Kennedy Center, Warner Theater, Lincoln Center, Greenbrier Resort and Longwood Gardens are just a few of our local clients.