The Praesepe Group, founded in 2007, has grown significantly to become a major employer within the UK gaming industry. It is now part of the Gauselmann Group; a German international Group which trades in over 40 countries, employing over 12,000 employees, and is generally regarded as the foremost provider of gaming machines in Europe.
Today Praesepe operates 174 Adult Gaming Centres (arcades), 8 Family Entertainment Centres, and 7 Bingo Clubs.
Praesepe’s Technical function provides service, update, parts and repairs for the Praesepe operations nationwide. Their Enginers provide service and maintenance as part of a regular scheduled service plan or on an ad hoc basis.
As part of its future development, a Technical Director is required to take over the reins to set up and develop processes for maintenance and repairs of Amusement Machines, Cash Recyclers, as well as other technical equipment and IT infrastructure in the arcades.
The Technical Director will be responsible for managing the technical support team (c50 people) and work with key stakeholders across the business to reduce downtime, increase customer satisfaction and drive efficiencies in technical service.
As part of your main job duties, you will:
Create, develop and maintain team structure to support business needs:
-Create in-house service strategy
-Define service processes (in house and field teams)
- Repair machines in minimum time
- Schedule maintenance of machines to avoid downtime
- Update Service (Software and safety)
- Deliver machines using just in time principle
- Deliver parts using just in time principle
-Create a Service Management Tool which delivers:
- Diary management for field teams
- Online downtime analysis
- Electronic message if there is downtime sent to field team
- Qualitative and Quantitative feedback if downtime is known post basic checks being completed
- Efficient and commercial understanding of machine downtime and parts management
-Define and create a KPI system to measure:
- Equipment quality
- Analysis of technical issues
-Participate in internal Standards and Compliance discussions/meetings
-Feedback to manufacturers and/or Research and Development Team in Gauselmann Group
Experience and skills:
Educated to degree level or equivalent (ideally engineering), you have a proven track record in a senior technical role.
A recognised leader able to inspire and manage specialist direct reports, influence key stakeholders and use excellent communication skills and technical knowledge.
It is essential that you can demonstrate excellent organisational and project management skills, as well as being able to think strategically; whilst still able to review operational plans and tasks.
Your ability to drive continuous improvement, proven track record of building strong relationships at all levels and skilled at communicating appropriate expectations in relation to deliverables will guarantee your success in this high level opportunity.
- Customer Satisfaction
- Customer Service
- Customer Support
- KPI implementation