Job Title

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