Job description
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.
