We're Nichols plc - the home of Vimto, and there is no other business quite like ours!
We have been making life taste better since 1908. As well as our refreshingly different Vimto taste, our varied brand portfolio spans the still, carbonated, post-mix and frozen drinks categories – so you will find us in your local supermarket, pub and leisure outlet. We also work with the UK’s leading food manufacturers to provide a truly unique range of products everyone loves.
At the heart of everything is our rich family heritage, an unrelenting ambition to keep innovating, and a true pride in who we are.
We’re well known for our famous purple drink it’s true, but it is our team of talented people that truly make us. We are actively always looking for difference and we are working hard to make sure all our practices are inclusive.
ABOUT THE OPPORTUNITY:
The role of the Senior Regional Service Technician is to lead, deploy, motivate and engage the field based Regional Service Technician team to achieve agreed customer service levels and ensure safe working systems are embedded throughout daily operations within the field and in depots.
Responsible for ensuring customer technical support services are delivered in accordance with the planned schedule and reactive service levels as defined by the customer segmentation framework, and all technical support administration and equipment processes are completed to the required standard.
In collaboration with the Operations Team Leader, the role is responsible for managing the utilisation of the Regional Service Technician team, managing equipment asset lifecycle processes, developing and embedding standard operating procedures and safe systems of work, and supporting workplace & facilities management of hub/depots within the region.
Operating as the face of Vimto OOH at customer outlets, the role will ensure the needs and concerns of the customers are met in an effective and timely manner through own actions or internal escalation.
Uses customer interaction and outlet experience to identify potential sales opportunities and customer solutions and highlight internally to commercial or operational management for follow-up. Focused on developing, embedding and sustaining a culture where challenges are positively viewed as opportunities, where people can be themselves, and talent is nurtured to grow.
YOUR ROLE WILL INCLUDE:
- Managing the daily performance of the field based Regional Service Technician team driving performance to achieve agreed customer service levels and ensuring all technical support administration & equipment activities are completed to the required standard.
- Demonstrating effective and empathetic leadership with the ability to engage, motivate, and develop others in accordance with OOH leadership culture, company values and wellbeing & talent strategies.
- Ensuring compliance to all legal, people, workplace & facilities management, technical, marketing and financial policies & practices and the OOH governance framework within region.
- Managing the utilisation of the Regional Service Technician Team working in collaboration with the Operations Team Leader to schedule planned and reactive maintenance activities in accordance with the customer segmentation categorisation and agreed customer service levels.
- Overseeing the equipment & parts asset management lifecycle processes at regional hub/depots – goods receipt of new equipment, equipment returns, viability review, stock holding levels, stock takes, forecasting, ordering, adjustments, responsible waste disposal, and identification of asset write-offs.
- Supporting the development & maintenance of regional standard operating procedures, document control processes and standardised training processes and documentation in collaboration with the Operations Team Leader to ensure content & processes are current, consistent & reflect safety, quality & legal standards.
- Reviewing progress of direct team members' development, ensures compliance to all mandatory training requirements, and actively manages own development & learning opportunities
- Responsible for completing 2nd line reactive maintenance technical services activities via telephone or on customer premises.
- Conducting customer surveys at customer premises, identify appropriate technical solution, logs RAG status and informs commercial team of output.
- Reviewing DPE Equipment requirements and process customer equipment allocation *
- Installation of new equipment at customer premises in accordance with DPE install request.
- Responding professionally to customer complaints, resolving where able to do so or escalating for further investigation where required.
- Identifying potential sales opportunities and customer solutions when visiting customer premises.
YOU WILL HAVE:
- Understanding of the Out of Home market, products & equipment
- Experience leading and organising a regionally based customer facing technical support team to maximise productivity & achieve agreed customer service levels or team objectives
- Regional technical service experience ideally within leisure or hospitality
- High level of technical capability across OOH equipment portfolio dependant on regional requirements
- Fgas capability
- Interpersonal skills and the ability to build relationships quickly and effectively across all levels and influence key stakeholders internally & externally
- Customer service and compliant response skills
- Proactive problem-solving & root cause analysis skills
- Knowledge of operational legal compliance (safety, quality, people, technical) and an understanding of governance frameworks
- Asset forecasting & management
- Knowledge of continuous improvement and change management processes
BENEFITS OF WORKING WITH US:
No matter where you work in our business you will be entitled to a range of amazing benefits, here is a snapshot of what we can offer you:
- 25 days holiday (with opportunity to buy extra every year)
- A generous pension scheme
- Annual Bonus
- Save as you Earn Share Scheme
- Option to join our private medical cover scheme
AND LET’S NOT FORGET THE PERKS‿
We are also proud to offer:
- Holiday home stay
- Your birthday off work
- 1 day a year off work to volunteer in the community (you choose when and where)
- Help yourself to our drinks when at one of our sites
- Staff shop with discounts on our products
Join us and #findyourdifferent
While our people tell us Nichols plc is a great place to work, we know we can do more. We are committed to being an inclusive employer and are learning what this means every day.
We are striving to ensure we are building more diverse teams, we are at our best when we bring together our different life experiences, ways of thinking and individuality.
Any job offer is subject to an individual’s Right to Work in the UK and a DBS check.
Unfortunately, we are unable to sponsor visas.