Manager

Key Job Responsibilities

1. Customer Service, Client Relationship Management & Service Coordination

   • Respond to customer enquiries and service requests promptly.

   • Build and maintain strong relationships with office, wholesale, and retail clients by providing professional, responsive, and proactive service.

   • Schedule and coordinate repair jobs for commercial coffee machines and office equipment.

   • Maintain and update the repair schedule to ensure timely completion of service work.

2. Technical Support, Field Service & Coffee Calibration

   • Perform basic troubleshooting and provide technical support to customers and technicians.

   • Conduct on-site visits to calibrate coffee machines at office, wholesale, and retail outlets across Singapore for both the Company's brands and clients' brands, ensuring consistent coffee quality and optimal machine performance.

   • Diagnose and resolve equipment issues at customer locations.

   • Read and interpret spare parts diagrams and technical manuals to identify faults and required components.

3. Spare Parts & Inventory Management

   • Ensure technicians have the necessary spare parts before attending service jobs.

   • Compile monthly reports of missing or consumed spare parts.

   • Prepare and place monthly orders to replenish machine parts inventory.

4. Repair Administration & Documentation

   • Prepare and issue repair invoices accurately and on time.

   • Maintain accurate service records, repair history, and parts documentation.

   • Track repair progress and ensure all service information is up to date.

5. Operations Support & Continuous Improvement

   • Liaise with customers, technicians, suppliers, and internal teams to ensure smooth service operations.

   • Compile monthly reports on recurring equipment faults and customer complaints, and provide feedback to the manufacturer to support product quality improvements.

   • Monitor service trends and identify opportunities to improve operational efficiency and customer satisfaction.

   • Support the service team in achieving operational and business objectives.

     6. Leadership, Operations Support & Continuous Improvement

     • Lead, supervise, and mentor a team comprising of technicians and support staff, ensuring high performance, accountability, and excellent customer service standards.
     • Plan daily manpower deployment and assign service jobs to maximise efficiency and response times.
     • Liaise with customers, technicians, suppliers, and internal teams to ensure smooth service operations.
     • Compile monthly reports on recurring equipment faults and customer complaints, and provide feedback to the manufacturer to support product quality improvements.
     • Monitor service trends and identify opportunities to improve operational efficiency and customer satisfaction.
     • Support the service team in achieving operational and business objectives.