Oversee daily operations of the service team, ensuring optimal performance and peak customer satisfaction.
Develop and implement service strategies, including preventive maintenance schedules and operational standards.
Monitor service metrics, analyze performance trends, and initiate continuous process improvements.
Team Leadership & Development
Build the service function from the ground up. Lead by example with a strong work ethic, precision, and meticulous attention to detail.
Implement clear processes for task allocation, service tracking, and performance monitoring.
Provide continuous skill development through structured training on machine installation, calibration, troubleshooting, and preventive maintenance.
Foster a high-accountability culture where issues are resolved on the first visit and follow-ups are proactive rather than reactive.
Motivate and retain talent through recognition, growth opportunities, and clear performance goals.
Customer Service Excellence
Prioritize the customer experience, ensuring every action aligns with delivering exceptional service.
Act as the final escalation point for critical issues, personally ensuring swift and effective resolutions.
Oversee flawless machine installation and commissioning, with precise calibration tailored to client tastes and operational requirements.
Maintain transparent communication with customers during service interventions to build long-term trust.
Implement a structured feedback loop to capture insights, improve processes, and elevate the overall customer journey.
Technical Expertise & Support
Diagnose and resolve complex mechanical, electrical, and software issues in automated vending machines.
Replace faulty components and ensure all machinery meets rigorous operational standards.
Train customers and client staff on machine operation, cleaning protocols, and basic troubleshooting.
Inventory & Logistics Coordination
Ensure the availability of critical spare parts, consumables, and tools exactly when and where they are needed.
Provide accurate service forecasts and breakdown trends to assist logistics in stocking and dispatch planning.
Coordinate urgent part requirements for breakdowns, ensuring priority shipments to minimize customer downtime.
Track part usage in collaboration with the logistics team to identify recurring failures and recommend preventive actions.
Maintain seamless alignment between service schedules and part availability to enable first-time-fix resolutions.
Proactively communicate with logistics to prevent delays, stock-outs, or misallocations.
What We Need (Requirements)
Experience: 68 years in service coordination or technical support for commercial products.
Education: B.E. in ECE, EEE, or mechanical engineering.
Background: Prior experience handling field service for commercial products (e.g., industrial machines or electronic devices); vending machine experience is highly preferred.
Skills: Exceptional coordination, documentation, and communication skills.
Resilience: The ability to work under pressure and manage multiple service requests simultaneously.
What You Will Enjoy (Benefits)
High-Energy Environment: Work alongside innovative, hustler-minded colleagues.
Mentorship: Access to experienced mentors dedicated to your professional growth.
Career Growth: Excellent learning and advancement opportunities.
Rewards: A competitive salary and employee-friendly policies.
Culture: Frequent engagement activities and a collaborative team spirit.
Fuel for Thought: We encourage regular breaksalways powered by great food, snacks, and beverages.
