Responsibilities
Lead and supervise a team of 15+ technicians across multiple job sites daily, ensuring 100% compliance with safety, quality, and customer standards.
Personally attend urgent breakdowns, including after-office hours, public holidays, and weekends if needed, while maintaining team scheduling.
Prepare detailed technical reports for every service call, cross-checked with OEM references, warranty clauses, and customer SLAs.
Manage full operational workflow: job assignment, field scheduling, spares inventory, warranty claims, and invoicing approvals.
Liaise directly with *international OEMs* to verify diagnoses, parts availability, and service bulletins before authorizing repairs.
Oversee *ISO-level documentation* of all field jobs, preventive maintenance plans, and customer communication records.
Conduct weekly on-site inspections, prepare improvement plans, and train technicians in advanced refrigeration, electrical, and gas safety systems.
Ensure all service complaints are addressed within 24 hours, backed by written justifications and corrective action reports.
Prepare quarterly *budget forecasts, cost-saving initiatives, and operational KPIs* for senior management.
Mentor junior technicians while simultaneously driving new business opportunities and client account expansion.
Support the Service Manager in supervising technicians and overseeing daily service operations
Maintain 24-hour standby availability
Address customer requirements around the clock through on-call duties
Possess a valid Class 3 driving license
Manage company hotline complaints promptly (within 1 hour)
Standby during weekends and public holidays
Efficiently assign and complete service requests
Provide technical support and guidance to team members as required
Collaborate with the Service Manager on implementing process improvements
Keep detailed records of service activities, including repairs and parts usage
Requirements
Minimum Degree in Mechanical/Electrical Engineering (preferably both).
At least 10 years of hands-on experience in commercial kitchen equipment service, with 5 years in leadership.
Proven knowledge of refrigeration, gas, electrical, plumbing, dishwashing, steam, and high-end oven systems.
Must hold or be eligible for WSQ certifications in Gas Safety, Electrical Safety, and Refrigeration Handling.
Ability to handle simultaneous job scheduling for more than 15 locations while preparing accurate reports under tight deadlines.
Strong proficiency in AutoCAD, MS Project, SQL-based job tracking software, and ISO documentation.
Excellent written and spoken communication skills in English (other Asian languages an advantage).
Physically fit to attend on-site heavy equipment inspections when required.
Must be willing to be *on call 24/7* for emergency support.
Prior experience in a supervisory or team lead capacity
Familiarity with commercial kitchen equipment and repair procedures
Strong organizational skills with effective multitasking abilities
Excellent communication and interpersonal skills
Problem-solving orientation and a commitment to delivering high-quality service