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Location: Glasgow
Department: Facilities Management - Food Services
Reports To: Head of Food Services / Divisional Support Supervisors
About the Role:
We are seeking a proactive and detail-oriented Technical Support Specialist to join our dynamic Food Services team. This pivotal role focuses on delivering first-line remote technical support to field engineers, managing call triage, parts pre-empting, and driving improvements in asset management and helpdesk operations. You will work closely with senior management and the helpdesk to boost productivity, optimise parts usage, and enhance overall service delivery.
Key Responsibilities:
Provide first-line remote technical support to field engineers for food services equipment
Manage call triage: screen inbound calls for accurate logging, P code application, asset details, and identify opportunities for remote fixes
Pre-empt parts requirements to improve "Time to Complete" and "First Fix" rates, reducing the need for engineer site visits
Screen and approve parts orders, managing allocation to optimize parts spend and service efficiency
Conduct asset reviews and cleansing; update records or collaborate with Divisional Support Supervisors on asset management needs
Liaise with the Helpdesk team to enhance call logging accuracy, asset identification, and provide ongoing upskilling support
Ensure compliance with Health & Safety regulations at all times
Skills & Experience Required:
Relevant electrical qualifications with experience in food services technical support
Strong knowledge of food services assets and remote diagnosing capabilities
Familiarity with CAFM systems, call triage processes, and P code application
Experience in parts ordering and allocation processes
Proficient IT skills including MS Office (Word, Excel, Outlook)
Excellent administrative and time management skills with the ability to work efficiently under pressure
Strong communication skills, both verbal and written, with the ability to engage effectively across teams
Customer-focused with a team-oriented approach and excellent interpersonal skills
Confident listener with the ability to question and clarify information as needed
Adaptable to change and capable of working in a fast-paced environment
Why Join Us?
Opportunity to work with a collaborative and supportive team
Play a key role in enhancing operational efficiency across food services
Develop your technical skills and grow within a dynamic sector
To Apply:
Please send your CV and a cover letter outlining your suitability for the role
Randstad CPE values diversity and promotes equality. No terminology in this advert is intended to discriminate against any of the protected characteristics that fall under the Equality Act 2010. We encourage and welcome applications from all sections of society and are more than happy to discuss reasonable adjustments and/or additional arrangements as required to support your application.
Candidates must be eligible to live and work in the UK.
For the purposes of the Conduct Regulations 2003, when advertising permanent vacancies we are acting as an Employment Agency, and when advertising temporary/contract vacancies we are acting as an Employment Business.
