Aniai

Manager

• Deployments: Install Alpha Grill in customer sites, ensuring proper configuration and calibration for optimal performance.
• User Training: Provide comprehensive training and guidance to customers on how to use Alpha Grill and what common issues they can self-resolve.
• Maintenance: Monitor Alpha Grill performance KPIs, identify areas of improvement, and promptly address customer concerns or issues. Troubleshoot issues remotely or conduct site inspections as needed. Carry out repairs, ensuring we meet standard service level agreements set.
• Trainings: Develop and lead training programs for onboarding 3rd party service technicians.
• Service Network Dispatch: Manage nationwide service network and dispatching service calls to appropriate technicians.
• SLA Management: Ensure service technicians meet SLAs and provide escalation training and response support when technicians do not achieve desired targets.
• Field Service Playbook: Build the team playbook, creating and managing KPIs against standard installation processes, site visits and general service calls.
• Service Manual: Build our first service manual, creating a comprehensive document which serves as the technical resource for all technicians.
• Demo Unit Maintenance: Support our test kitchens and tradeshows with technical deployment setup and assistance.
• Product Recipe Testing: Support sales team by testing recipes coming from potential and existing customers on the Alpha Grill.
• Other: We’re a growing team! There will be plenty of opportunities to support other initiatives, including growth plans, user guides and manuals, etc.

Field Service Manager