Technical Service Supervisor – Kitchen Appliances

Company Description

Role Description

Key Responsibilities

• Supervise the field technicians’ team by allocating and assigning jobs according to workload, urgency, and priority.
• Monitor daily installation, maintenance, and repair activities to ensure timely and efficient completion of all service requests.
• Provide technical guidance, troubleshooting support, and on-site assistance to technicians when required.
• Monitor and evaluate the performance of field technicians, identify areas for improvement, and implement corrective actions to enhance individual and team performance.
• Ensure technicians possess the required skills and knowledge to accurately diagnose, repair, and install products; identify training needs and coordinate relevant training and upskilling initiatives.
• Oversee service requests and tickets in the system to ensure all cases are resolved and closed within agreed timelines.
• Handle customer complaints and service escalation cases that cannot be resolved by the Customer Service Team.
• Coordinate with the Workshop In-Charge and Customer Service team to ensure the timely and smooth flow of repairs for both customer units and warehouse units.
• Manage spare parts inventory to maintain optimal stock levels and support uninterrupted service operations.
• Monitor spare parts usage and prepare regular consumption and inventory movement reports.
• Submit requests through the Service Manager to source required spare parts and obtain approvals for unit replacements when necessary.
• Request and follow up on technical support, product information, or solutions for complex service issues from manufacturers and suppliers through the Service Manager.
• Oversee the maintenance, servicing, and proper utilization of service center vehicles.
• Ensure all tools, equipment, and testing devices are properly maintained, calibrated where required, and readily available for technician use.
• Ensure compliance with company policies, technical standards, and health and safety regulations during all service operations.
• Prepare periodic reports on service activities, team productivity, spare parts consumption, and AMC performance.
• Maintain accurate documentation of all technical service operations, including service reports, repair records, and customer feedback.
• Identify and recommend process improvements to enhance operational efficiency, service quality, and customer satisfaction.

Qualifications

• 4–5 years of experience in technical service, appliance maintenance, or a related field
• Strong technical knowledge of major kitchen appliances
• Excellent leadership, communication, and problem-solving skills
• Experience managing technicians and service operations
• Proficiency in reporting and documentation
• Customer-focused mindset with strong attention to quality and efficiency
• Vocational Training Certificate/Diploma or equivalent qualification