Technical Desk Manager

Job Purpose * To manage the daily routine of the Technical Support Desk. * To advise and introduce all current and future Gas, Electric and Refrigeration that applies to commercial catering equipment to ensure the business is always 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 for the company as Electrical Gas Safe & Refcom ambassador. * Provide gas, electrical and refrigeration related advice and technical assistance to field-based engineers by telephone or site visits throughout the UK. * Ensure all documents, technical publications and engineer test and metering equipment is correct, calibrated for ongoing use. * To assist in delivering safe standards of work through refrigeration & electrical training (including portfolio) and gas certification through external gas examiners, to 100% pass rate. * To ensure all gas servicing is carried out as per customer contracts. 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 of gas & electrical services. To ensure all qualifications are kept up to date and renewal course planned in with good time. To ensure all test equipment is kept within calibration. To audit all refrigeration & catering engineers to ensure they maintain the company’s work and safety standards. To assist the business in resolving/managing engineers relating to technical matters throughout our customer base. To act as the business Electrical Gas Safe and Refrigeration ambassador at customer sites/meetings. To always represent the company in a professional manner and develop good working relationships with customers, affiliated companies and suppliers. To respond promptly to requests/instructions in a timely manner. To follow company working policies and practices as directed. To diagnose chargeable tasks in compliance with company policies and procedures. To highlight any concerns to all relevant departments regarding engineering/site problems. To ensure all paperwork and documentation is completed correctly and promptly 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. To carry out any reasonable adhoc duties as requested by the Operations Manager Special Features To provide accurate and up to date information to the business & engineers on all gas related matters. Office based but with a degree of flexibility in working hours and types of jobs undertaken. Excellent communication skills. Advanced understanding of commercial foodservice catering and refrigeration equipment. Key Performance Indicators Full compliance in relation to gas safety throughout the business Quality of repairs and maintenance Refrigeration & Catering engineer audits completed within compliance Improved KPI’s of all engineers across gas, electrical and refrigeration disciplines Response to instructions from management to meet customer expectations Flexibility and adaptability to ever-changing job function Development of engineer, customer and colleague relationships. 100% pass rate for newly trained engineers Candidate Specification F Gas qualified 18th Edition qualification Must have worked in a similar role within the same industry Ideally to be available immediately or have a short notice to serve Monday to Friday 8.30am - 5.00pm (40 hours per week) 22 days holiday plus bank holidays Fully office based Free Parking Pension