SUMMARY:
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POSITION INFO:
Job Purpose:
The Draught and Coffee Quality Supervisor will manage and oversee the technical operations related to draught, and coffee. The ideal candidate will be responsible for ensuring high-quality service delivery, adherence to company policies, and maintaining excellent customer satisfaction.
JOB SPECIFICATION:
- The main tasks and responsibilities associated with the position are listed below. This is not an exhaustive list of tasks and responsibilities and any other tasks and/or responsibilities that could be reasonably expected for the position may be required.
Technical Operations Supervisor:
- Oversee and manage the draught and coffee operations.
- Develop and implement schedules for technicians.
- Ensure that all technical work is completed within the Service Level Agreement (SLA) and to approved standards.
- Ensure quality standards are maintained in line with company policies.
- Investigate and resolve car stock discrepancies.
- Conduct regular audits of car stock and tools.
- Roll out and ensure compliance with processes and procedures.
Customer Service:
- Attend to customer queries and resolve them promptly.
- Update customers on the status of their callouts and any flagged issues.
- Conduct quality surveys in trade and deal directly with trade brewers.
- Provide technical expertise and advice to the team and customers, ensuring all queries and issues are resolved promptly and effectively.
- Stay updated with the latest industry trends and technologies to provide innovative solutions and improvements.
- Maintain strong relationships with clients, ensuring their technical needs are met efficiently and effectively.
Team Supervision:
- Hire, supervise, and evaluate technical staff.
- Provide continuous training and development for staff.
- Create and maintain standby schedules for all areas.
- Sign off on technician incentives.
- Conduct performance and development reviews.
- Build and maintain team morale.
- Conduct disciplinary investigations and manage discipline processes for field staff.
- Lead, mentor, and develop a team of technicians, providing technical guidance and support to ensure the highest standards of work.
Operational Efficiency:
- Submit stock requests to the warehouse to ensure timely readiness for technicians.
- Maintain and manage vehicle maintenance tracker spreadsheets for service, repairs, and insurance claims.
- Monitor and manage vehicle tracker reports daily to ensure safe and correct driver behavior.
- Manage leave tracker for field staff (annual, sick, family responsibility, etc).
Ensure correct system rates are applied to maintain budgets set for kilometers per call.
Check callouts and reports to monitor duplicated and reworked activities.
Review and authorize all private kilometers travelled by the field teams.
Reporting:
- Produce ad hoc reports for managers and directors as needed.
- Conduct quarterly reviews of draught scheduling to ensure productivity and optimal route planning.
- Manage labor costs through increased productivity and efficient planning; ensure labor targets are met.
Compliance and Quality Management:
- Ensure compliance with SAB and BC, standards for all sanitation, upgrades, installations, and event setups.
- Conduct trade quality audits and implement corrective actions.
- Ensure that all sanitation, upgrades, installations, and event setups are done per standards.
Project Management:
- Plan and execute technical projects, ensuring they are completed on time, within scope, and within budget.
- Coordinate with other departments and stakeholders to ensure seamless project delivery.
- Health and Safety
- Ensure all health and safety protocols are followed by the technical team.
- Conduct risk assessments and implement measures to mitigate potential hazards.
Miscellaneous:
- Available for escalations after hours and on weekends.
- Conduct trade visits.
- Attend customer meetings as requested.
- Prep meeting minutes to ensure technicians are aligned with processes and procedures.
- Manage and oversee new project requests from customers in line with deliverable timelines.
- Escalate HR and IR-related items to the HR department when needed.
- Perform management standby duties, including opening and closing offices.
Working conditions: Office based, and extensive travelling will be required from time to time.
Note:
Management and/or superiors may from time to time assign additional duties to you that must be carried out in a professional working manner.
Management reserves the right to amend or alter this job description and the employee’s specific tasks, within the generally agreed appointment from time to time and can give any lawful instruction, according to the growing needs of the company.
PERSON SPECIFICATION
Qualifications & Experience:
1. Grade 12
2. Degree or diploma in a relevant technical field or equivalent experience.
3. 4 to 5 years proven experience in a similar role.
Skills & Knowledge Required:
1. Proven experience in operations management, particularly in technical services.
2. Strong leadership and team management skills.
3. Excellent customer service and communication skills.
4. Ability to manage budgets and develop strategic plans.
5. Proficiency in using relevant software and applications for scheduling and reporting.
6. Strong problem-solving and decision-making abilities.
7. Knowledge of quality standards and compliance requirements.
Personal Attributes:
- Written Communication - The ability to express ideas clearly in memoranda, reports, letters or other documents with appropriate organization and structure, correct grammar and language and terminology that is adjusted to the characteristics and needs of the audience.
- Verbal Communication - The ability to express ideas effectively in individual or group situations (including non-verbal communication), adjusting language or terminology to the characteristics and needs of the audience.
- Leading Others - The ability to lead, motivate and empower others to reach organizational goals and to inspire others to work towards a desired future state.
- Conflict Management - The ability to effectively manage and resolve conflict situations in the workplace.
- Interpersonal Sensitivity - The ability to demonstrate an awareness of how others feel and its empathetic towards the needs and feelings of others.
- Teamwork - A genuine intention to work cooperatively with others, to be part of a team, to work together as opposed to working separately or competitively.
- Business Acumen - The ability to understand the key business issues and relevant external factors impacting on the success of the organization.
- Drive and Commitment - The ability to set and achieve the highest possible standards of performance for oneself. Portrays a strong bias towards action.
- Tenacity - The ability to stay with a position or plan of action until the desired objective is achieved or it is no longer reasonably attainable.
- Negotiation - The ability to effectively explore alternatives and positions in situations that consist of many different opinions and objectives in order to reach outcomes that gain all parties support and acceptance.
- Persuasiveness - The ability to communicate in a convincing manner and to influence people.
- Planning, Organizing & Controlling - The ability to establish courses of action for self and/or others to ensure the efficient completion and control of work.
- Task Structuring - Plans, prioritizes and structures own work, seeks closure, achieves own objectives and manages own time.
- Analytical Thinking - The ability to identify causal relationships or use inference chains to break a large problem into manageable pieces in a systematic manner.
- Judgement - The ability to evaluate information, carefully consider a wide range of possibilities and display logical reasoning.
- Decision Making - The ability to arrive at sound conclusions and/or decisions.
- Implementing Decisions - The ability to follow through on decisions and to take responsibility for the implementation thereof.
- Adaptability - The ability to maintain effectiveness when changes in the work environment take place.
- Motivation and Work Ethic - Must show enthusiasm and commitment in order to continually contribute towards maintaining standards of excellence. Must display a concern for fairness and justice. Must display high levels of integrity.
- Problem Solving & Decision Making - The ability to take initiative in routine decision-making and problem-solving situations is essential in order to make objective judgments. Must be able to cope with any problems and challenges.
JOB SPECIFICATION:
- The main tasks and responsibilities associated with the position are listed below. This is not an exhaustive list of tasks and responsibilities and any other tasks and/or responsibilities that could be reasonably expected for the position may be required.
Technical Operations Supervisor:
- Oversee and manage the draught and coffee operations.
- Develop and implement schedules for technicians.
- Ensure that all technical work is completed within the Service Level Agreement (SLA) and to approved standards.
- Ensure quality standards are maintained in line with company policies.
- Investigate and resolve car stock discrepancies.
- Conduct regular audits of car stock and tools.
- Roll out and ensure compliance with processes and procedures.
Customer Service:
- Attend to customer queries and resolve them promptly.
- Update customers on the status of their callouts and any flagged issues.
- Conduct quality surveys in trade and deal directly with trade brewers.
- Provide technical expertise and advice to the team and customers, ensuring all queries and issues are resolved promptly and effectively.
- Stay updated with the latest industry trends and technologies to provide innovative solutions and improvements.
- Maintain strong relationships with clients, ensuring their technical needs are met efficiently and effectively.
Team Supervision:
- Hire, supervise, and evaluate technical staff.
- Provide continuous training and development for staff.
- Create and maintain standby schedules for all areas.
- Sign off on technician incentives.
- Conduct performance and development reviews.
- Build and maintain team morale.
- Conduct disciplinary investigations and manage discipline processes for field staff.
- Lead, mentor, and develop a team of technicians, providing technical guidance and support to ensure the highest standards of work.
Operational Efficiency:
- Submit stock requests to the warehouse to ensure timely readiness for technicians.
- Maintain and manage vehicle maintenance tracker spreadsheets for service, repairs, and insurance claims.
- Monitor and manage vehicle tracker reports daily to ensure safe and correct driver behavior.
- Manage leave tracker for field staff (annual, sick, family responsibility, etc).
Ensure correct system rates are applied to maintain budgets set for kilometers per call.
Check callouts and reports to monitor duplicated and reworked activities.
Review and authorize all private kilometers travelled by the field teams.
Reporting:
- Produce ad hoc reports for managers and directors as needed.
- Conduct quarterly reviews of draught scheduling to ensure productivity and optimal route planning.
- Manage labor costs through increased productivity and efficient planning; ensure labor targets are met.
Compliance and Quality Management:
- Ensure compliance with SAB and BC, standards for all sanitation, upgrades, installations, and event setups.
- Conduct trade quality audits and implement corrective actions.
- Ensure that all sanitation, upgrades, installations, and event setups are done per standards.
Project Management:
- Plan and execute technical projects, ensuring they are completed on time, within scope, and within budget.
- Coordinate with other departments and stakeholders to ensure seamless project delivery.
- Health and Safety
- Ensure all health and safety protocols are followed by the technical team.
- Conduct risk assessments and implement measures to mitigate potential hazards.
Miscellaneous:
- Available for escalations after hours and on weekends.
- Conduct trade visits.
- Attend customer meetings as requested.
- Prep meeting minutes to ensure technicians are aligned with processes and procedures.
- Manage and oversee new project requests from customers in line with deliverable timelines.
- Escalate HR and IR-related items to the HR department when needed.
- Perform management standby duties, including opening and closing offices.
Working conditions: Office based, and extensive travelling will be required from time to time.
Note:
Management and/or superiors may from time to time assign additional duties to you that must be carried out in a professional working manner.
Management reserves the right to amend or alter this job description and the employee’s specific tasks, within the generally agreed appointment from time to time and can give any lawful instruction, according to the growing needs of the company.
