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