Job Information

Scope
As machine installation supervisor you will be the first point of contact for all issues relating to the flow of machines, contracts and communications the business, the sales teams and customers.

You will create and manage policies and procedures to ensure full compliance to SLAs in terms of quality, availability and cost. Effective collaboration with the different functions in the business will be essential particularly with:

• 3PL management;
• Technical;
• Procurement;
• Sales.


Additionally you will be responsible for maximising the visibility across the business and externally of the status of each order including planned installation and uplift dates. In this role you will:

• Streamline current processes towards an order to delivery set number of days (current SLA is 20 working days); Minimising touch points and administrative work; Minimising errors, rework and failures and Minimising internal and/or 3rd party cost.


• Increase process visibility through regular reporting to sales and the remaining stakeholders; Implementation and maintaining of the soon to be developed sales force tool; Involvement in the vending machine forecasting process from a capability perspective.


• Manage the machine installation team, review roles and responsibilities of the team to best utilise existing knowledge and capability, create a knowledge base independent of the individual figures in the team through; creation of SOPs (Standard Operating Procedures) for each of the steps in the process; process and reporting utilisation in sales force and manage daily people related issues such as holidays, sickness


• Manage the relationship and expectations up and downstream in the machine process, specifically Upstream : Permanently liaise with the sales team and maintain the flow of the communication throughout the whole installation process and Downstream : liaise with the 3rd party suppliers of refurbishment and logistics services either directly or through the 3rd party contract managers.


The Individual
The role is based in Supply Chain and a background in process management is very important. The role requires understanding and planning of all the activities related to the fulfilment of machine orders from receiving a request from the sales rep to technical installation.

The successful candidate will have a proven track record in installation and contract management having the ability to review the end to end process but with an eye for detail.

They should also have the level of involvement in the processes outside their direct remit that allows them to challenge processes and procedures towards a quicker and better organised delivery with a higher quality of the product.

Above all other attributes customer orientation stands out as the main goal for everything you do. You must be passionate about delighting your customers and have a good understanding of how important it is to a service business to be able to start a relationship on the right footing.
In addition to being an internal process professional you have specific experience managing administration of contracts. You are passionate about customer service and understand the importance of keeping one’s promise as the basis for a strong relationship with customers.

You have strong presence and influence and feel confident working in highly complex environments with some level of uncertainty.

You are highly numerical and have a data based approach to problem solving and customer service.

If you feel you match the required skill set, please forward your CV to me at your earliest convenience.