Technical Service Lead - Beverages

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Title: Technical Service Lead - Beverage SolutionsAbout 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.

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