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Unsung Heroes of the Espresso Industry

 

I have come to realize that the life of a commercial espresso service technician is vastly different from what many may perceive it. Coffee, for the most part, operates on a strict schedule, with peak serving times during certain parts of the day. While most people enjoy their coffee during early mornings, lunch breaks, and mid-afternoons, these times are often considered "black-out periods" for technicians – moments when espresso businesses prefer service providers not to show up.

For dedicated service technicians, flexibility is key. Early mornings are often reserved for emergency services, requiring technicians to be available at the crack of dawn. Simultaneously, they must be willing to work after hours to accommodate those customers who prefer service outside regular operating hours. This demanding schedule is not only the life of a technician but is also shared with their children, families, and friends.

My service phone can start ringing as early as 5 am, it disrupts the quiet room I share with my wife. Initially hesitant to answer, I wait to see if the caller leaves a message. This time is crucial for my brain to kick into gear, and on occasions, I may even drift back to sleep. However, my wife never goes back to sleep. Instead, she patiently waits, and if she detects the rhythm in my breathing that signals I've fallen back asleep, she delivers a swift wake-up call. 

Early mornings are just one aspect of a technician's demanding schedule. I once went eight years straight in which I was called out on Thanksgiving day for an emergency repair. Service requests for critical reasons like product inconsistency or equipment failure do not take hoidays off. Espresso businesses purchase equipment from service companies precisely for these crucial moments, and they come for every business, regardless of how well someone maintains their machine. It's not just Thanksgiving that gets sacrificed – school plays, doctor's appointments, and homework duties are often missed or rescheduled.

Torn Black and White image of a family with father on one side

While my wife is understanding, and our marriage remains strong, the demand for responsive service work takes a toll on a technician"s personal life. The espresso repair technician's responsibility is a daily commitment, and it can have detrimental effects on their work-life balance. The coffee industry, often perceived as insignificant, may not seem to justify anything beyond a 9-to-5 workday. However, considering how we rely on coffee to always be there – after church services, in waiting rooms, or during late-night travels – it becomes apparent that the work of coffee service technicians is invaluable. 

While service work comes with its fair share of challenges, the appreciation I receive from my customers is a constant source of motivation. However, I cannot take all the credit for the success of my efforts. The unwavering support of my family and friends plays a significant role in ensuring that I can consistently provide my customers with the means to serve a quality cup of coffee. This support extends beyond professional duties, even down to making sure there are leftovers if I happen to miss dinner due to work commitments. Recognizing the indispensable role played by the families of coffee service technicians is crucial. Their understanding, sacrifices, and unwavering support significantly contribute to the dedication and success of technicians, ensuring the delivery of quality and responsive service to coffee businesses across the country.  

N. Ahero
 

 

 

 

 

 

 

 


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