Company Description
Founded in 1979 in Singapore, Suzuki Singapore is the oldest and pioneering force in Singapore's coffee industry, overseeing a comprehensive supply chain from sourcing to roasting premium and speciality coffee beans. Suzuki Singapore is also one of the largest distributors of state-of-the-art coffee machines to ensure that our clients get access to finest equipment and ingredients available in the market.
Job Overview
Dedicated to supporting our Group's growth targets in the region, we are seeking a passionate and experienced Head of Technical to lead our team of coffee specialist in both pre-sales and after-sales. This role is pivotal in developing our industry expertise, commitment to service excellence and the delivery of excellent technical support and expertise.
Reporting to the General Manager, the role will be responsible for managing the technical department, overseeing machine repairs, optimizing servicing processes, and ensuring spare parts availability. Your expertise will be pivotal in maintaining high-quality standards and enhancing the customer experience.
Key Responsibilities
Technical Expertise
- Possess and provide comprehensive knowledge of coffee machine and equipment to support pre-sales and after-sales operations.
- Provide technical guidance and support to the technical team, assisting in complex machine repairs and diagnostics.
- Stay updated with industry trends and technological advancements related to coffee machines, working with the commercial team to enhance product expertise.
Team Management
- Lead, mentor, and supervise the technical team, ensuring continuous skill development and performance improvement.
- Allocate resources effectively, manage work schedules, and assess workload to meet customer service requirements.
- Ensure the optimisation of resources and to ensure that employees are trained and engaged on core equipment offered by us.
- Foster a positive and collaborative team culture focused on customer satisfaction and professional growth.
Process Optimization
- Redefine and optimize the servicing process to enhance efficiency, reduce downtime, and improve response times for customer inquiries and repairs.
- Implement preventive maintenance schedules and standard operating procedures to ensure machine longevity and customer satisfaction.
- Provide planning and forecasting of labour, spare parts to ensure optimise function of the after-sales team.
- Collaborate with other departments to streamline communication channels and improve overall service coordination.
After-Sales Support
- Ensure prompt and effective after-sales support, including troubleshooting, repairs, and technical assistance for customers and partners.
- Oversee spare parts inventory, manage suppliers, and maintain adequate stock levels to minimize delays in repairs.
- Establish a robust feedback loop to capture customer concerns and insights for continuous service improvement.
Quality Assurance
- Implement quality control measures to ensure the accuracy and effectiveness of machine repairs and servicing.
- Conduct regular audits and evaluations of the technical team's performance, addressing any deviations from quality standards.
- Collaborate with product development teams to provide technical insights for product enhancements and innovations.
Key Requirements
- Bachelor's degree a Plus
- Demonstrable experience in leading a team.
- Minimum of 7 years of experience in technical support and management, with a focus on coffee machine repair and servicing.
- Proficiency in diagnosing and repairing a wide range of coffee machine models, including roasting machines, espresso machines, auto coffee machines and grinders.
- Strong leadership skills with the ability to inspire and motivate technical teams.
- Excellent communication, problem-solving, and organizational abilities.
- Some degree of familiarity in implementation of service framework or software as well as inventory management software and spare parts procurement processes.
