Technical Supervisor / Service Supervisor

The Technical Supervisor / Service Supervisor

is responsible for overseeing installation, maintenance, and repair of commercial coffee machines while managing a team of technicians. The role ensures high service quality, timely task execution, effective use of task management/ERP systems, and excellent customer satisfaction.

Key Responsibilities

1. Technical & Operational

· Supervise installation, preventive maintenance, and breakdown servicing of coffee machines and related equipment.

· Provide technical guidance and troubleshooting support to technicians for complex service issues.

· Ensure adherence to manufacturer standards, safety procedures, and service SLAs.

· Monitor spare parts usage and coordinate with stores/warehouse for availability.

2. Team Management & Leadership

· Lead, schedule, and supervise a team of service technicians.

· Assign daily tasks, monitor performance, and ensure timely job completion.

· Conduct on-the-job training and skill development for technicians.

· Evaluate team performance and report productivity to management.

3. Task Management / ERP

· Use task management systems or ERP software to plan, assign, and track service jobs.

· Ensure accurate job reporting, service records, and documentation in the system.

· Monitor pending jobs, escalations, and SLA compliance.

4. Customer Service & Communication

· Act as the primary escalation point for customer complaints and technical issues.

· Communicate clearly with clients regarding service status, resolutions, and preventive recommendations.

· Maintain strong relationships with key customers to ensure service satisfaction and retention.

· Coordinate with sales, operations, and accounts teams for smooth service delivery.

5. Required Skills & Competencies

· Strong technical knowledge of commercial coffee machines and related systems.

· Proven team management and leadership skills.

· Working knowledge of task management tools or ERP systems.

· Excellent communication and interpersonal skills.

· Strong customer service orientation with problem-solving ability.

6. Qualifications & Experience

· Diploma or Bachelor's degree in Electrical, Mechanical, or related technical field (preferred).

· Minimum 3–5 years of experience in coffee machine servicing or similar equipment.

· Prior supervisory or team-lead experience is an advantage