Equipment Support Manager

€25000 - €27000 per annum
04 Apr 2018
23 Apr 2018
Chris Bradley
Job Level
Contract Type
Full Time
Neuss, Germany
€25,000 - €27,000

Would you like to work for a market leading food organization within their Supply Chain and Distribution team? The purpose of this position is to ensure that customers in Germanics markets and The Netherlands are enabled for operational success in the field of equipment. You will be accountable for the performance of equipment suppliers in Germanics markets and The Netherlands.

Key Measures:

• Service agents attendance on time and first time fix performance levels
• Customer feedback survey results
• Relevant equipment team and personal targets as decided annually

Principal responsibilities:

• Act as a second-tier escalation point for specific issues regarding the performance of equipment suppliers. Work with the relevant stakeholders to identify and remove the root cause, helping to resolve the issue
• Implement and collect management information
• Think creatively and work under own initiative to give customers access to as many tools as possible which educate them on how best to look after their equipment, thereby prolonging its life
• Chase Service Agents interventions in stores as soon as we know an Franchisees have issues 
• Make sure Service Agents monthly reports are accurate and complete
• Be accountable for the accuracy, relevance and value of the equipment sections 
• Support, the Development Manager and the Purchasing Manager with product evaluation, field testing and implementation
• Support the Purchasing Manager by collating market information and by communicating information of our activity to Franchisees in the markets of responsibility

Qualifications, skills and knowledge: 

• Experience of working with catering equipment, either from a supplier perspective or operator perspective
• Customer service experience
• Excellent communicator with strong written and presentation skills

Personal qualities:

• Strong customer focus and service skills
• Ability to influence and drive behaviour changes from suppliers and other stakeholders
• Tenacity and perseverance to achieve the required objectives 
• A hands-on approach with the ability to think laterally to resolve issues/problems
• Able to operate effectively within a flexible, fast-paced, small business environment
• Assertiveness and ability to challenge and push back when appropriate, whilst maintaining a professional attitude