Technical Service Lead - Beverages

Title: Technical Service Lead - Beverage Solutions

About the Role:

As the Technical Service Lead for Beverage Solutions, you will play a pivotal role in ensuring the optimal performance and reliability of our beverage dispensing equipment in the market. This is a leadership position, where you will not only drive technical service excellence but also lead and develop a team of two Service Engineers. You will be instrumental in maintaining high service standards, achieving sales forecasts through equipment readiness, and fostering strong customer satisfaction within the post-mix fountain beverage sector.

Key Responsibilities:

• Technical Leadership & Strategy: Develop and implement technical service strategies aligned with sales forecasts and business objectives for our beverage dispensing equipment.
• Team Leadership & Development: Oversee and mentor a team of two Service Engineers, providing guidance, training, and performance management to enhance their technical skills and customer service capabilities.
• Equipment Procurement & Deployment: Manage the end-to-end process of dispensing machine procurement across assigned regions, collaborating closely with the Sales team, central purchasing, and external vendors.
• Asset Management & Tracking: Establish and maintain accurate records of all beverage dispensing machines, spare parts inventory, and service fleet movements.
• Operational Efficiency & Optimization: Drive continuous improvement in manpower and fleet productivity to maximize service efficiency and effectiveness.
• Warehouse & Inventory Management: Oversee the efficient management of spare parts inventory and warehouse operations to ensure timely availability of necessary components.
• Product Development & Innovation: Contribute to the development of new products, identify and evaluate potential vendors, and explore innovative solutions to enhance our existing beverage dispensing equipment.
• Budget Management: Control and optimize expenses related to capital expenditure (Capex), repairs, and maintenance activities.
• Technical Training & Support: Develop and deliver comprehensive technical and customer orientation training programs for both internal teams and external stakeholders on an ongoing basis.

Key Performance Indicators (KPIs):

• Maintenance Response Time
• Percentage (%) Score of Customer Satisfaction Index
• Net Promoter Score (NPS)
• Machine Turnaround Time / Repair Time (Number of days taken to repair machines off-site)

Qualifications & Experience:

• Minimum of 8 years of progressive work experience in Customer Service, with a strong technical background in Refrigeration and PLC Control.
• Minimum of 5 years of direct experience working within a Post Mix Operation or Fountain Beverage environment is essential.
• Proven knowledge of water filtration systems relevant to beverage dispensing.
• Bachelor's degree in Engineering (B. Tech) or Master's degree in Engineering (M. Tech).
• Demonstrated experience in leading and managing technical service teams is highly desirable.

Competencies:

• In-depth knowledge of maintenance operations for beverage dispensing equipment.
• Proficiency in spare parts management for beverage equipment.
• Strong vendor management and negotiation skills.
• Comprehensive understanding of equipment maintenance processes and operations.
• Excellent documentation and reporting abilities.
• Highly effective communication and interpersonal skills.
• Strong self and team management capabilities.