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 35 years of experience in coffee machine servicing or similar equipment.

Prior supervisory or team-lead experience is an advantage