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, maintaining a high level of customer satisfaction.
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, ensuring efficient and effective delivery.
  • 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, maintaining accuracy and reliability.
  • 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, promoting the company's values and expertise.
  • To represent the company in a professional manner, developing good working relationships with customers, affiliated companies, and suppliers.
  • To respond promptly to requests and instructions in a timely manner, ensuring seamless communication.
  • To follow company working policies and practices as directed, maintaining a high level of professionalism.
  • To diagnose chargeable tasks in compliance with company policies and procedures, ensuring accurate and efficient delivery.
  • To highlight any concerns to all relevant departments regarding engineering and site problems.
  • To ensure all paperwork and documentation is completed correctly and promptly, maintaining a high level of accuracy and attention to detail.
  • 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, ensuring efficient and effective use.
  • 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, ensuring compliance and best practices.
  • Office-based with a degree of flexibility in working hours and types of jobs undertaken, allowing for a healthy work-life balance.
  • Excellent communication skills, with the ability to effectively communicate with engineers, customers, and suppliers.
  • Advanced understanding of commercial foodservice catering and refrigeration equipment, with the ability to provide expert advice and guidance.
Key Performance Indicators
  • Full compliance in relation to gas safety throughout the business, ensuring a safe working environment.
  • Quality of repairs and maintenance, with a focus on delivering high-quality results.
  • Refrigeration and Catering engineer audits completed within compliance, ensuring adherence to industry standards.
  • Improved KPIs of all engineers across gas, electrical, and refrigeration disciplines, promoting a culture of excellence.
  • Response to instructions from management to meet customer expectations, ensuring seamless communication and delivery.
  • Flexibility and adaptability to ever-changing job functions, with the ability to adapt to new challenges and priorities.
  • Development of engineer, customer, and colleague relationships, promoting a positive and collaborative work environment.
  • 100% pass rate for newly trained engineers, ensuring a high level of competence and expertise.
Candidate Specification
  • F-Gas qualified, with a strong understanding of gas safety and regulations.
  • 18th Edition qualification, with a focus on electrical safety and best practices.
  • Must have worked in a similar role within the same industry, with a strong understanding of commercial foodservice catering and refrigeration equipment.
  • Ideally, to be available immediately or have a short notice to serve, with a flexible approach to working hours and types of jobs undertaken.
Working Hours and Benefits
  • Monday to Friday, 8:30am - 5:00pm (40 hours per week).
  • 22 days holiday plus bank holidays, with a focus on work-life balance and employee well-being.
  • Free parking, with a convenient location for employees.
  • Pension scheme, with a focus on employee benefits and retirement planning.
  • Fully office-based, with a focus on a healthy and productive work environment.

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