REF: WSE006
Description
Crystaltech Services UK ltd is the leading independent warewashing service company in the UK. We pride ourselves on delivering service without compromise to our portfolio of account and pay-on-site customers through a dedicated team of remote engineers.
We operate a self-delivery only model through our employed remote engineers supported by our central operations hub. Our engineers cover geographic regional areas on a remote working basis attending a diverse range of client sites with a primary requirement of getting clients operational in the shortest timescales in the most economical manner. Each engineer is supported by a Supervisor and an Area Manager.
The Area Manager role is a pivotal position within the organisational structure to enable consistent, sustainable service delivery to the diverse portfolio of commercial clients, whilst ensuring the values of the business are upheld and the inclusion of all our business colleagues is maintained.
The requirement of the Area Manager position is extensive due to the nature of operating a predominantly remote work force. With the position comes responsibility and accountability to ensure best practices and exceptional customer service is delivered.
Overview
As a Warewashing Service Engineer Area Manager, you will lead a team of service engineers and supervisors responsible for the installation, maintenance, and repair of warewashing equipment within a designated area or region. Your role will involve supporting the Senior Technical Services Manager in the management of the technical service operations to ensure optimal performance and customer satisfaction.
Responsibilities
Team Management
- Manage and coordinate a team of Supervisors and service engineers, including hiring, training, and performance management.
- Provide technical guidance, support, and expertise to service engineers in troubleshooting, maintenance, and repair of warewashing equipment.
- Allocate resources effectively to meet service targets and customer needs.
- Maximise First Time Fix by liaising with Parts Manager / Supervisors / Technical Manager and Service Manager.
- Maximise Productivity and utilisation by reducing travel and ensuring appropriate headcount and training are in place.
Technical Service Operations
- Oversee the installation, maintenance, and repair of dishwashing equipment at client sites or facilities.
- Conduct inspections and assessments to diagnose equipment issues and provide solutions.
- Ensure that service requests are addressed promptly and efficiently to minimize equipment downtime.
- Review / assess and ensure engineer training requirements are met and future technical training is maintained/developed and delivered in line with H&S and compliance requirements.
Customer Relations
- Build and maintain strong relationships with clients by providing exceptional service and support.
- Address customer inquiries, concerns, and complaints in a timely and professional manner.
- Collaborate with the service helpdesk and management teams to understand client needs and provide technical expertise.
- Maintain adherence to agreed customer SLA’s
Quality Assurance and Compliance:
- Implement and enforce quality standards and compliance with safety regulations in all service operations.
- Conduct regular quality checks on service procedures and completed work to ensure adherence to standards.
Documentation and Reporting:
- Maintain accurate records of service activities, including installations, repairs, and maintenance tasks.
- Generate reports on service performance, equipment status, and recommendations for improvements.
Safety and Risk Management
- Promote a safe workplace for all by your actions.
- Ensure regular checks of tools are maintained and recorded.
- Reduce incidents at work by establishing root causes.
- Ensure product incidences / issues are reported promptly.
Requirements
- Proven experience in a managerial or supervisory role within the service or maintenance of commercial warewashing equipment.
- Strong technical knowledge of warewashing equipment, including installation, troubleshooting, and repair.
- Leadership skills with the ability to manage and motivate a team of service engineers.
- Excellent communication and interpersonal abilities, particularly in handling customer interactions.
- Proficiency in maintaining service records and generating reports.
- Flexibility to working hours and ability to stay away from home due to the size of the geographic area covered and need to visit clients sites and engineers.
- Degree or certification in mechanical engineering, electrical engineering, or a related field is advantageous.
Benefits
- Competitive salary and performance initiative
- 22 days holiday + Bank Holidays
- Pension
- Company Van
- Company phone and tablet
- Opportunities for professional growth and development
