Technical Services Supervisor

Why the Role Exists

• The after-sales service function does not scale past the owner, and it is now costing money in three visible ways:
• Warranty claims are not being recovered. Parts are being replaced and either billed to clients who dispute it, or absorbed — without claims being lodged against the manufacturer.
• Commissioning and asset records are incomplete, so warranty entitlement can't be established quickly when a client queries an invoice.
• Faults are being treated symptomatically. Components get replaced without a documented root cause, so the same failure recurs and the warranty position can't be defended.
• We need someone to own the service function end-to-end and turn it from reactive callouts into a managed, profitable department.

What They Will Own

• Job planning and scheduling — technician diaries, callout prioritisation, response-time commitments, minimising weekend and after-hours premium work.
• Spares and stock control — critical spares holding for the brands we carry, van stock, reorder levels, lead-time management on imported parts.
• Warranty administration — commissioning register, entitlement checks, claim lodgement and recovery against manufacturers, and the technical write-up that supports a claim or defends a rejection.
• Fault management — root-cause discipline on every significant failure: diagnostic sequence, photographic evidence, findings recorded on the job card.
• Technician supervision — allocation, quality of workmanship, training plans, safety and compliance, and developing the team as it grows.
• Client-facing technical authority — explaining a finding to a chef or a facilities manager and holding the line on a charge when the finding supports it.

Requirements

• Trade-tested / red seal in electrical, refrigeration, or millwright.
• 5+ years on commercial catering, laundry, or refrigeration equipment in a service capacity.
• Confident on 3-phase 400V control circuits.
• Experience with administering manufacturer warranty claims.
• Stock or spares control experience, ideally with imported parts.
• Valid driver's license, clean record, comfortable on client sites.
• Legible, disciplined written reporting.

Preferred Qualifications

• Exposure to European premium brands.
• Previous experience supervising technicians.
• Gas competence.
• Experience with a service management or ERP system.