Job Title: Service Engineer Team Lead
Reporting To: Service Operations Manager
Location: Dublin
Purpose:
Responsible for leading the effective delivery of the Service operation out of Dublin, ensuring high standards of technical execution, engineer performance, operational efficiency and technical customer support delivery.
Scope:
Responsible for leading the Dublin Service function with a focus on planning, operational performance, team leadership and continuous improvement.
Team Leadership
- Lead, manage and develop the local Service team out of the Dublin depot while playing an active role within the National Service team.
- Build accountability, operational discipline and decision-making capability within the team.
- Ensure all team members have clarity on objectives, roles and responsibilities.
- Develop team capability and performance through coaching, support and accountability.
- Promote a positive, solution-focused and customer-oriented culture.
Service Calls, Equipment Installation, Parts & Maintenance
- Carry out reactive service calls as per the daily Service plan. Ensure effective troubleshooting and resolution of technical issues at customer sites. Fix first time where possible.
- Carry out site survey and installation of coffee equipment, liaising with service planner, sales/quality colleagues and customers to deliver successful outcomes.
- When required, assist in the refurb plan by refurbishing second-hand equipment to extend its useful life.
- Make economic use of spare parts. Maintain accurate and complete regular stock takes in line with stock plan.
- Accurate recording and documentation of activities on ONM service app.
- Ensure service activities comply with all relevant health, safety, hygiene, quality assurance and environmental legislation. Maintain high standards of safety and housekeeping to ensure work area, tools, vehicles and equipment are maintained in a safe and clean condition.
Service Operations & Planning
- Support the Service Operations Manager, Service Planner & Service Co-Ordinator with Service call scheduling, installation planning and preventative maintenance programmes.
Technical Insight & Recurring Issues
- Identify recurring technical issues, service trends and operational risks.
- Ensure root causes are reviewed and improvement actions implemented.
- Escalate recurring technical themes and customer impact trends through the appropriate cross-functional review channels.
Customer Support & Communication
- Ensure all technical service issues are logged, tracked and resolved effectively.
- Coordinate internally to ensure timely, aligned and solutions-focused responses on technical issues.
- Manage customer expectations with a practical and solutions-focused approach.
Collaboration & Cross-Functional Relationships
- Become a key and trusted member of our Technical Service team.
- Build your own skills and knowledge (technical, product, commercial) and support the training and development of colleagues and new recruits as required.
- Collaborate with sales and quality teams to deliver an efficient and effective service to customers.
- Work closely with Quality team colleagues to ensure product and technical knowledge is mutually shared between teams.
- Work proactively across departments including Customer Experience, Sales, Finance, Operations and Quality.
- Support joined-up operational decision making and issue resolution.
Innovation
- In collaboration with the Service Operations Manager:
- Build relationships with current and new equipment suppliers to ensure that the company is taking advantage of latest technical developments.
- Stay up to date with competitor technical innovation to maintain a competitive position.
- Manage introduction and validation of new equipment including acceptance trials, debugging etc.
Performance & KPI Management
- Support the Service Operations Manager in review and improvement of key operational KPIs across the Service function.
- Support the Service Operations Manager in monitoring first-time fix rates, response times, engineer utilisation, backlog management and preventative maintenance completion.
- Drive operational consistency, service performance and timely corrective action where standards are not met.
Functional Competencies
- In-depth knowledge of design and maintenance of mechanical / electronic systems. Experience with beverage dispensing systems.
- Strong operational leadership experience within service, logistics or operational environments.
- Experience managing teams within a fast-paced operational business.
- Strong planning, organisational and problem-solving capability.
- Experience working with service management systems.
- Ability to manage operational priorities and make effective decisions under pressure.
- Strong communication and cross-functional collaboration skills.
- Commercial awareness and customer-focused mindset.
- Customer service focus with the ability to build trusted relationships with customers.
- Full clean driving license.
