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Operations and IoT System Support Manager
Company Overview:We are the market leading design, installation, and maintenance provider for commercial kitchens in the UK hospitality and food service industry. We work alongside clients from the initial designs through to bespoke fabrication and installation. Coupled with the largest body of professional maintenance engineers in the country, we offer the complete end to end solution to our extensive client base. We have long-standing relationships with many of the biggest multi-site brands in the UK.
Job Summary:Central to our ambitions to strengthen and grow our market position, we have an exciting opening for a dynamic Operations and IoT System Support Manager to accelerate the scale up of our IoT enabled remote monitoring services.
This role reports directly to the Head of IoT and will include future opportunities for direct reports. As a pioneer in our organisation, your primary focus will be to establish the support capability for our digital platforms, which enable the delivery of our ground-breaking remote monitoring services for the UK Commercial Kitchen market. You will be responsible for developing, implementing, and continuously improving the support services, ranging from pre and post installation to the operation of our IoT enabled digital platform.
Your accountabilities will include establishing, managing and coordinating system support and operation, along with associated services in partnership with both 3rd party service providers and internal IT teams. Our network of UK-based operating companies will leverage our digital platforms and applications to deliver a range of remote monitoring services to our end-user customers.
Details: Competitive Salary, Full-Time, Permanent, Flexible hybrid working.
Key Responsibilities
- Partnering with the IoT Engineering and procurement teams to source and select suppliers for specified Edge gateways, sensors and other ancillary devices, managing procurement and provisioning.
- Establishing and managing installation and commissioning processes for devices and gateways including training field service engineers, providing pre-sales technical support, and offering technical support for installation and commissioning to Group operating companies' service support teams.
- Providing post-sales technical support, working with customers, platform developers and managed service providers to define the service model and SLAs and liaise with suppliers to troubleshoot and resolve platform and application issues. Alongside partnering with Group operating companies to triage and resolve alarms generated by the remote monitoring system on customer HVAC and commercial kitchen appliances.
- Design, develop, and deliver operational processes for new software releases to the production platform, and the system monitoring capability for the IoT platform to ensure service continuity and system performance.
- Define and deliver against support levels that exceed internal and external customer expectations. Ensure the service and operational teams are trained to provide best-in-class Customer Support. Continuously measure and assess the efficiency and efficacy of people, processes, and systems. Establish key KPIs that accurately measure the Customer Experience.
Requirements:
- Bachelor's degree or equivalent in an IT / Technical Engineering discipline
- Excellent communication skills, fluent written and spoken English
- Strong customer service ethic and the ability to prioritise based on business objectives and impact.
- Team player with a demonstrated ability to liaise and collaborate across the organisation while building consensus.
- Proactive, self-motivated, and able to overcome obstacles.
- Demonstrable track record of establishing and scaling support services
- Proficient skills in MS Office
The Airedale Group is expanding rapidly, employing circa 700 people across multiple locations in the UK. This is a fantastic time to be joining the business with opportunities for career progression.
We believe in nurturing the growth of our employees. As part of our team, you will have the opportunity to work on cutting-edge IoT projects, and your role will evolve as our business grows. We provide a clear succession path and offer mentorship and training to help you reach your career goals.
