Responsibilities / Tasks
The Service Supervisor is responsible for leading a front-line engineering team while maintaining strong customer-focused approach throughout all processes. The role includes responding to service calls when required, providing technical support, and ensuring customer expectations are consistently exceeded. The position also supports the 24/7 call-out service.
Key Responsibilities
1. Maintain a strong customer-focused approach, ensuring expectations are met and exceeded.
2. Respond to service calls as required and support the 24/7 call-out schedule.
3. Support line managers in resolving technical issues and reducing repeat or nuisance service calls.
4. Lead, supervise, and coordinate a team of engineers to ensure high-quality service delivery and fulfilment of maintenance contract obligations.
5. Promote system improvements or modifications to customers based on site assessments.
6. Assist in the recruitment, mentoring, and development of service technicians, fostering an environment for growth through training and motivation.
7. Analyse job reports in a timely manner where needed.
8. Provide technical support to internal teams and customers.
9. Ensure compliance with Health, Safety, and Quality regulations, striving to exceed industry standards.
Key Accountabilities
10. Review and interpret customer requirements to ensure high satisfaction levels.
11. Assist with site coordination tasks to ensure the right person is assigned to the right job.
12. Support the planning and organisation of the standby rota with the Service Manager.
13. Encourage a positive team climate that drives high morale and motivation.
14. Support capacity planning and work scheduling processes.
15. Make purchasing decisions when required to support efficient and cost-effective work execution.
16. Provide coaching and technical guidance to Engineers and Apprentices.
17. Ensure front-line teams remain updated on safety standards and use of safety equipment.
18. Champion and promote a strong safety culture.
Your Profile / Qualifications
19. Excellent coordination skills with strong technical problem-solving abilities.
20. Effective communicator with a customer-focused approach.
21. Essential: Minimum 5+ years’ experience in refrigeration.
22. Relevant hands-on technical industry experience in servicing and maintaining machinery.
23. Mechanical / Electrical engineering background.
24. City & Guilds 2079 qualification (essential).
25. City & Guilds 2078 (Ammonia) qualification (preferred).
26. Strong understanding of industrial and commercial heating & refrigeration systems.
27. High level of technical expertise across a variety of machinery.
28. Demonstrates ethical, trustworthy, and reliable conduct.
29. Natural solutions-focused mindset with solid product/systems knowledge.
30. Up-to-date awareness of industry developments.
31. Ability to build and maintain long-term customer relationships.
32. Must have the legal right to work in the UK (sponsorship cannot be provided).