Operations Supervisor

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.