Technical Support Specialist

3 weeks ago

Letchworth, Hertfordshire, United Kingdom Fresh Recruit Full time
Job Title: Technical Desk Manager

A great opportunity for a skilled professional to join Fresh Recruit as a Technical Desk Manager within the commercial catering and refrigeration industry.

Job Purpose
  • To manage the daily routine of the Technical Support Desk, ensuring seamless communication and technical assistance to field-based engineers.
  • To advise and introduce all current and future Gas, Electric, and Refrigeration standards and regulations to ensure the business remains compliant with all legal requirements.
  • To maintain an accurate technical library for equipment installation and servicing manuals, parts listings, and wiring diagrams within the customer estate.
  • To act as the company's Electrical, Gas Safe, and Refcom ambassador, promoting industry best practices and ensuring compliance.
  • To provide gas, electrical, and refrigeration-related advice and technical assistance to field-based engineers by telephone or site visits throughout the UK.
  • To ensure all documents, technical publications, and engineer test and metering equipment are correct, calibrated, and up-to-date for ongoing use.
  • To assist in delivering safe standards of work through refrigeration and electrical training, including portfolio development, and gas certification through external examiners, aiming for a 100% pass rate.
  • To ensure all gas servicing is carried out as per customer contracts and industry standards.
Principal Accountabilities
  • To support the Field Operations Manager and engineers in carrying out their related tasks as directed by the business or on request from the engineer.
  • To assist in the development of technical support data for van stock parts in support of the engineers.
  • To liaise with the service desks in planning gas and electrical services.
  • To ensure all qualifications are kept up-to-date and renewal courses are planned in advance.
  • To ensure all test equipment is kept within calibration.
  • To audit all refrigeration and catering engineers to ensure they maintain the company's work and safety standards.
  • To assist the business in resolving and managing engineers relating to technical matters throughout the customer base.
  • To act as the business's Electrical, Gas Safe, and Refrigeration ambassador at customer sites and meetings.
  • To represent the company in a professional manner and develop good working relationships with customers, affiliated companies, and suppliers.
  • To respond promptly to requests and instructions in a timely manner.
  • To follow company working policies and practices as directed.
  • To diagnose chargeable tasks in compliance with company policies and procedures.
  • To highlight any concerns to all relevant departments regarding engineering and site problems.
  • To ensure all paperwork and documentation is completed correctly and promptly.
  • To comply with company health and safety rules, notifying your line manager of any concerns.
  • To accurately and securely maintain all vehicle stock, tools, and equipment.
  • To carry out any reasonable ad-hoc duties as requested by the Operations Manager.
Special Features
  • To provide accurate and up-to-date information to the business and engineers on all gas-related matters.
  • Office-based with a degree of flexibility in working hours and types of jobs undertaken.
  • Excellent communication skills.
  • Advanced understanding of commercial foodservice catering and refrigeration equipment.
Key Performance Indicators
  • Full compliance in relation to gas safety throughout the business.
  • Quality of repairs and maintenance.
  • Refrigeration and Catering engineer audits completed within compliance.
  • Improved KPIs of all engineers across gas, electrical, and refrigeration disciplines.
  • Response to instructions from management to meet customer expectations.
  • Flexibility and adaptability to ever-changing job functions.
  • Development of engineer, customer, and colleague relationships.
  • 100% pass rate for newly trained engineers.
Candidate Specification
  • F-Gas qualified.
  • 18th Edition qualification.
  • Must have worked in a similar role within the same industry.
  • Ideally available immediately or with a short notice to serve.
Working Hours and Benefits
  • Monday to Friday, 8:30 am - 5:00 pm (40 hours per week).
  • 22 days holiday plus bank holidays.
  • Free parking.
  • Pension.
  • Fully office-based.

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