Vending Area Service Manager

Financial Outcomes

Track the Engineers movement on daily basis and monitor their productivity.

Prioritize and allocate the service complaints and ensure 100% closure with less than 4 Hrs TAT.

Ensure 100% effective PM for all field working machines as per norms. Manpower cost per machine per annum (Pm & BD) below Rs.9000

Maintain spares cost per machine per annum from 2 year (OOW) below Rs.15 K

Customer Service

Plan periodical maintenance based on the cuppage as recommended by OEM.

Execution of machine installations and disconnections as per the requirement of sales.

Visit Key customers and meet/connect with the admin /F&Bs for their feedback on services & corrective action

Field visit to check product quality and audit machines for PM effectiveness.

Provide technical support to key customers with flexibility in working Hrs.

Internal Processes

Break down Call Analysis & Error Analysis Implement the corrective action plan to reduce breakdown calls.

Assign refurbishment task to Service HUB Engineer on need basis to support new installations.

Spares stock Maintain stock, track movement, control consumption, analyze the consumption trend, Physical stock verification/Reconciliation once in 6 months and support FE with required spares.

Ensure proper utilization of spares and accounting of spares consumption in system..

Innovation & Learning

New Engineers recruitment, training (off-site & on-site) based on IDT matrix & improve competency to achieve 90% FTR.

Asset tracking & Service quality Management - Reconcile with FAR (Quarterly), track machine movement & record the machine inward/outward - Geo tag, app based tracking

What are the Critical success factors for the Role

Diploma with min 8+ years of experience in similar Coffee vending service

BE/B.Tech with min 6+ years of experience in coffee vending service

What are the Desirable success factors for the Role

Strong stakeholder management

Installation & disconnection knowledge to manage execution as per sales requirement and avoid repeat issues post installation

Customer handling capability for key customer visits, escalation prevention and service assurance

Strong technical troubleshooting capability to support major breakdown calls & repeated failures for quick closure

Flexibility in working hours to provide technical support to key customers when required

Good Communication Skill