Service Technician Supervisor

Key Responsibilities

Team Leadership & Supervision

Lead and coordinate a team of service technicians, ensuring efficient assignment of work orders and planning of daily service schedules. Oversee field operations, mentor new hires, and provide ongoing training to maintain high service standards.

Service Operations Management

Oversee timely and efficient installation, maintenance, and repair of Reverse Vending Machines (RVMs) across multiple sites. Develop and enforce Standard Operating Procedures (SOPs) for diagnostics, troubleshooting, and preventive care. Streamline service routes and resource allocation for maximum operational efficiency.

Performance Monitoring & Quality Assurance

Track key performance indicators such as response times, machine uptime, and overall service quality. Conduct regular field inspections and audits to uphold service standards. Resolve complex service issues and provide data-driven insights into recurring faults and system performance, recommending technical improvements where applicable.

Inventory & Asset Oversight

Maintain optimal levels of spare parts, tools, and supplies across all service areas. Monitor consumable usage and ensure consistent stock availability to prevent service delays.

Client Relationship Management

Serve as the primary point of contact for client service issues. Proactively engage with key accounts to ensure satisfaction, provide updates, and deliver technical reports and strategic recommendations when required.

Data Management & Reporting

Maintain comprehensive records of maintenance activities, service calls, and equipment performance. Compile regular reports on team productivity, system uptime, and recurring operational challenges.

Health, Safety & Regulatory Compliance

Promote a safety-first culture by ensuring strict adherence to health, safety, and compliance protocols. Conduct safety training and monitor field activities to reduce risks and meet regulatory standards.

Qualifications & Requirements

• Degree or diploma in electronics, mechanical engineering, or a closely related field.
• Demonstrated experience in managing technical service teams—experience with RVMs, recycling systems, ATMs, or self-service kiosks is highly preferred.
• In-depth understanding of service level agreements (SLAs), response time metrics, and customer satisfaction benchmarks.
• Excellent leadership, organizational, and problem-solving skills with a hands-on approach to team management and service delivery