Roasting Support Specialist

At ROEST, we aim to offer exceptional support to every customer. As part of the customer support team, you will be on the front line, helping customers get the best results from their roaster through video calls, in-person visits, and online tools such as HubSpot.

You will become an expert on the internal workings of our machines, supporting customers with setup, maintenance, troubleshooting, and repairs. You’ll use that knowledge to collaborate with our development and engineering teams by providing technical and customer feedback.

You will also use your expertise and communication skills to support the Sales and Marketing teams, representing ROEST at events and product demos, producing content, and helping to explain complex roasting concepts in an approachable way.

As such you’ll become part of the public face of ROEST, connecting with the ROEST community all around the world to help us understand our customers’ needs better and to support them in the most effective way possible.

This is a varied and challenging role, which will draw on your knowledge of roasting and roaster maintenance, and your skills in communication and problem-solving.

Tasks include:

• Technical support: using our online written and video guides and other support tools to help new customers get started with the ROEST and carry out maintenance and small repairs

• Assist customers with developing roast profiles to achieve higher consistency and/or quality

• Write guides, and help produce videos and other educational material for our support pages and for the Marketing team

• Work with shipping and production departments to manage the logistics of shipping spare parts and refurbishing, upgrading, or replacing machines

• International travel to represent ROEST at events, building the ROEST network and acting as an ambassador for the company

  
  

What we are looking for:

• Excellent verbal and written communication abilities in English are essential.

• Experience in roasting coffee in a production environment.

• Technical skills for support and service of our roasters are a must, with experience in maintenance and repair a strong plus.

• Computer skills, including using our CMS and other online support tools, able to use simple command-line tools, as well as helping customers to get the most from our roasting software.

• Comfortable working both independently and collaboratively, demonstrating initiative and taking ownership of responsibilities

• Able to travel internationally for events, training, and customer visits.

• A demonstrated ability to learn and adapt to change while working in a fast-paced, high-growth environment.

• Excellent attention to detail and good organisation.

What do we offer?

• A chance to work in a team-oriented working atmosphere

• Competitive salary.

• The thrill of joining a small company preparing for scale-up. There is a ton of opportunity to grow as the company does.

• 25 days holiday plus bank holidays.

• Company pension scheme.

Why work for us?

At ROEST you will get the opportunity to make an impact, and join us as we are designing solutions that will revolutionise the coffee industry. We are a small team, so your contribution will quickly influence our company and the team. We are currently scaling up the production of our new production coffee roaster and preparing for the next stage of growth in the company. You will be part of what we aim to be an incredible journey to make smart and efficient solutions for the coffee industry – together with our customers.

Since 2018 we have sold over 2000 roasters to more than 70 countries around the world. What started as a master’s thesis has turned into a fast-growing, open-minded company with an international team dedicated to improving coffee.

Who we are

ROEST is a Norwegian company established in 2014. Our team is dedicated to developing and manufacturing innovative products for the coffee industry, increasing quality in the cup and efficiency in workflow.

ROEST’s sample and production roasters have both received several industry awards, and helped many baristas to succeed in the World Coffee Championships.

Location

This role is based in our office in Oslo, where we also develop and produce our products.