Senior Technical Support

at  UCC Coffee UK Limited

Technical expert across the UCC Coffee machine portfolio, this role forms part of a small highly skilled team responsible for technical product development and high impact problem solving, supporting geographically dispersed field engineering, installation and sales teams, providing in-depth technical advice to external and internal stakeholders, to ensure best practice and solutions are achieved.

• Escalation point of contact, working in partnership across different business functions (H&S, Operations & Sales) to identify & resolve complex technical issues and articulate to internal and external stakeholders.
• Plan workload and manage shifting priorities.
• Attend customer sites experiencing continual technical issues, provide practical demonstrations, explanation and documentation of solutions.
• Complete field accompaniments with technicians within your region to improve overall knowledge and experience
• Monitor all assets within a region investigating failure rates, poor performance and improving reliability.
• Take ownership of technical issues and investigations across a broad range of coffee equipment and see through to conclusion.
• Seek out, initiate and deliver process improvements linked to clearly defined metrics and targets, reporting on a weekly, monthly and quarterly basis.
• Drive technical excellence using Lean tools and continuous improvement methodologies.
• Share best practice with field teams and implement training requirements.
• Continuously review technical projects and develop process/system strategies to ensure maintenance and troubleshooting of installed coffee machines is standardised, simplified and efficient.
• Cover a technical support helpline one week per month to give out of hours support to the field technicians