Technical Service Manager

Lincat – Technical Service Manager

About Us

Lincat is a thriving manufacturing business; one of the world's leading names in commercial catering equipment with over 50 years’ experience of delivering world class innovation and product quality to its extensive customer base. Our company manufactures 50,000 products each year and exports to 80+ countries. We have great products, great people and great customers.

About the Role

We have an exciting opportunity for a Technical Service Manager to join our Service team at Lincat.

The successful candidate will provide technical support for the internal Sales and Service teams across Lincat, IMC and Fri Fri products, deliver product training to key customers and distributors and provide technical support to external warranty service providers. They will also identify and contribute to opportunities for continuous improvement across Lincat and IMC products.

Working Hours

The working hours are 40 hours per week, Monday to Friday.

Key Areas of Responsibility:

• Receiving and Processing Shipments: Internal and External Product Support: Lincat needs to provide technical information to sales and the service team, including external service providers, maintaining and improving the technical information database through the creation of documentation to avoid repeated questions.
• Supplier competence: Complete periodic monitoring of supplier’s insurances and core competencies with assistance from the company health and safety officer.
• Technical support of Service Provider: Act as support and escalation route for technical queries from service provider.
• Technical support for service engineers repairing Lincat equipment: Act as support and escalation route for technical queries from external service engineers.
• Third-party Service Engineer Training: Organise and conduct as and when required. Work with field-based Engineers to deliver this when required.
• 500 series recall: Provide technical service leadership when required.
• Work as a Service Engineer for on-site escalations: When required and for problem investigations/escalations
• Product Improvement:
  • Use the information and understanding gained from the product support activity to identify and improve designs.
  • Monitor and report on component failure rates and failure root causes with the assistance of the engineering department and quality engineer.
  • Produce call guidance notes for NPI projects.
  • The role requires the individual to produce documentation and analyse data using Excel.

Essential Knowledge / Skills:

• An electrical and/or mechanical qualification; Gas Safe certification would be advantageous.
• Good working knowledge of Microsoft Office packages, including Word and Visio.
• Knowledge and experience of CAD systems, with Solid Edge experience being advantageous.
• An understanding of HTML would be beneficial.
• Strong technical and diagnostic skills, with the ability to identify and resolve faults effectively.
• Excellent attention to detail and the ability to record technical information clearly, accurately and concisely.
• A quick learner, with the ability to develop and apply new technical knowledge.
• Self-motivated and able to work autonomously, while also contributing effectively as part of a team.
• Highly organised, with the ability to manage their own workload efficiently and prioritise tasks to maximise their contribution.
• Customer-focused, with a professional and helpful approach to internal and external customers.
• Agile and adaptable, with the ability to respond positively to changing priorities and requirements.
• A strong team player with effective communication and interpersonal skills.
• Detail-oriented and methodical in their approach to technical problem-solving.