Job Description

Main Responsibilities

Technical Standards

• Ensure technical standards are implemented consistently across the field team
• Ensure engineers are audited against technical, quality, and H & S standards
• Investigate & resolve any issues, resulting from non-conformity to set standards
• Make recommendations and design policies and rules that will reduce the costs and improve the efficiency of the services
• Efficiently deliver planned and reactive maintenance work volumes
• In conjunction with the Service Delivery Manager and Team Planners ensure that all reactive service calls are completed within contractual SLA parameters and in the most cost-effective way
• Achieve Key Performance indicators to optimize the performance and establish motivation and incentives to optimize performance
• Implementmentation of policy and procedures and reporting on all product liability issues
• Report on product quality issues & provide information to the head of technical excellence
• Address customer inquiries, resolve issues, and obtain customer feedback proactively
• Ensure that all resource are properly trained to meet service objectives
• Demonstrate outstanding customer service through maintenance of high quality and integrity in the work environment
• Keep up to date with all Health & Safety legislation so that all site-based activity remains compliant

Customer Service

• Provide support and guidance to customer service staff to ensure timely and quality customer services
• Ensure good levels of communication and partnership between the Customer Service Team and Technical Services
• Ensure all members of the team are seen to deliver a positive customer experience with each interaction in order to enhance and support our brand image

People Management

• Lead, coach, and develop Technical Services Team Leaders to deliver core skills and knowledge improvement to internal teams
• Actively involved in the hiring and training of the new employees and to schedule the training sessions accordingly
• Work with Direct Reports, HR, Line Manager & 3rd party suppliers as required to train, coach & develop team members in line with the agreed Competency Framework
• Ensure BRITA Core Values & associated Competencies are fully understood & supported by self & team members
• Manage technical service engineer resource to manage work volume, SLA & KPI’s through the core hours & overtime
• Follow through the BRITA Employee Personal Development Plan of identifying and implementing plans to address areas of development around the competency framework and HPO leadership principles. Implement a training program for the direct reports in conjunction with support from HR and line managers as required

Required Knowledge, Skills, and Abilities