Job Title: Operations Supervisor (Technical Service)
Contract: Permanent, Full-Time
**Location:**Chessington
**Salary:**£28-31,000 per annum
About the Company
Our client is a leading supplier of commercial coffee machines renowned for their exceptional customer service. With a focus on providing top-quality automated coffee solutions, service contracts, and expert support, they have earned a stellar reputation in the market.
Key Responsibilities
- Service Desk: Receive and resolve customer requests, ensuring compliance with SLAs.
- First Line Response: Provide prompt resolutions to customer calls, utilizing team support when necessary.
- Preventative Maintenance & Scheduled Calls: Schedule resources for call-outs, routine service visits, and installations.
- Operated Accounts & Hygiene Service: Manage operated account services and hygiene visits, collaborating with the Sales Team for growth.
- Installation Support: Assist in planning installations, coordinating resources and maintaining documentation.
- Telemetry: Develop telemetry utilization for improved service efficiency.
- Efficiency & Cost Control: Optimize departmental efficiency while minimizing waste.
- KPI Tracking: Monitor and report on call-out response times and first-time fix rates.
- Sales Support: Provide resources for sales team activities and maintain CRM records.
- Monitoring & Reporting: Track and report against various KPIs.
- Compliance: Ensure activities align with company policies and procedures.
- Operational Projects: Collaborate on projects to enhance service management programs.
- Company Support: Assist in various business areas, leveraging IT skills as needed.
Skills and Experience
- Technical proficiency, preferably in coffee-making equipment.
- Electrical or plumbing courses are advantageous.
- Strong IT skills with administrative capabilities and a focus on customer service.
- Experience in service delivery environments with demanding clients.
- Comprehensive understanding of health and safety protocols.
Person Specification
- Willingness to learn and adapt.
- Broad understanding of machinery and technologies.
- Excellent communication and organizational skills.
- Flexibility to meet customer needs and work independently or in a team.
- Technical background in electro-mechanical engineering.
- Valid driver's license and multitasking abilities.