Senior Technical

• Nov 2020 - Present

Regional Service Manager

• Nov 2019 - Nov 2020

Promote the UCC brand by providing technical support to all aspects of the business ,both internal and external , ensuring all technical queries are dealt with in a professional, efficient and thorough manner.Role Responsibilities:-Leading the reactive engineering team within the North East region . Managing up to 22 field based staff to ensure maximum efficiency is achieved and key KPI are met.-Managing all technical issues from the reactive field service team and liaising with the technical development team based at head office to ensure technical feedback is communicated to ensure the business maintain it's lead within the coffee industry. -Liaising with 3rd party companies based offshore working on behalf off UCC to ensure the same high standards are met as with UCC’s own technicians.-Meeting with field based technicians to ensure the high standards of UCC are maintained and assisting to overcome difficulties when identified.-Monitor service calls for problematic machines to ensure we react in the most suitable way to minimise down time for our clients. Show less

Regional Service Team Leader

• Jan 2016 - Nov 2019

Promote the UCC brand by providing technical support to all aspects of the business ,both internal and external , ensuring all technical queries are dealt with in a professional, efficient and thorough manner.Role Responsibilities:-Leading the reactive engineering team within the North East region . Managing up to 22 field based staff to ensure maximum efficiency is achieved and key KPI are met.-Managing all technical issues from the reactive field service team and liaising with the technical development team based at head office to ensure technical feedback is communicated to ensure the business maintain it's lead within the coffee industry. -Liaising with 3rd party companies based offshore working on behalf off UCC to ensure the same high standards are met as with UCC’s own technicians.-Meeting with field based technicians to ensure the high standards of UCC are maintained and assisting to overcome difficulties when identified.-Monitor service calls for problematic machines to ensure we react in the most suitable way to minimise down time for our clients.-React at times when engineers have been unable to resolve a fault with a machine to ensure a satisfactory outcome often meaning visiting the machine to carry out a repair , either by myself or with an engineer to guide them with fault finding, this often means work needs to carried out at unsociable hours.-Technical support to engineers over the telephone both regionally and nationally on an out of hours rota.-Assisting the UCC technical training team with ongoing training for the reactive field teams, both in the field and training role.- Currently studying ILM Level 3. Show less

Senior Technician

• Jan 2014 - Jan 2016

Promote the UCC brand by providing technical support to all aspects of the business ,both internal and external , ensuring all technical queries are dealt with in a professional, efficient and thorough manner.Role Responsibilities:- Provide a dedicated technical support helpline to the engineering workforce, to ensure any technical issues that may arise, are dealt with promptly- Onsite support for both internal and external customers- Produce and publish technical documentation to support both internal and external customers. e.g Technical bulletins/user manuals/how-to-guide/Standard Operating Procedures etc- Provide technical support for customer requests which may arise- Carry out detailed machine assessments for new equipment, to provide the feasibility from a technical standpoint- Work closely with equipment manufacturers to feedback any technical queries and also to resolve any issues which may arise- Support trade shows and customer demonstrations, by providing onsite technical support - Provide in-house/onsite training to engineers - Work on a rota basis to provide a dedicated technical support helpline to the engineering workforce, 7 days a week from 7am-10pm. Show less

Field Service Technician

• Jan 2007 - Dec 2013

Promote the UCC brand by responding to reactive and service call requests by working in professional, efficient and thorough manner for a broad range of clients ranging from high street independents to national brands and organisations.Responsibilities:- Carry out a broad range of coffee equipment repair and preventative maintenance tasks from fault finding to diagnosis, making sure all coffee equipment is left in a good working order.- All work carried out meets the correct equipment set up as per agreed specification providing consistent coffee quality to ensure first time fix and customer satisfaction.- Work proactively with the central call centre, by taking day to day instructions, keeping them updated, so waiting customers are kept informed.- Comply with all on-site arrival procedures, by making contact with a manager/supervisor on site to introduce yourself and seek permission to commence work on equipment.- Adhere to Health and Safety procedures, undertaking risk assessments to ensure that it is safe to work and bring any risks to the attention of the company management.- Complete all necessary on-line job sheets, time sheets and supporting documentation as required, ensuring it is reviewed and completed prior to leaving premises, to validate client satisfaction.- Keep in good working order all tools, equipment and vehicles supplied by the company, reporting any faults, breakages or equipment failures to your line manager daily.- Provide agreed spare parts stocks via hand held unit to ensure that parts are invoiced to the customer, deducted from stock and replenished to maintain your vehicle stock inventory. Show less

Service Engineer

• May 2004 - Dec 2006

Technical Installation Technician

• Apr 2002 - May 2004