Beverage Service Manager - Redmond, WA

Job Summary

Supervises and coordinates activities of workers engaged in dispatch, set up, installation, repair, and maintenance of OCS, espresso, and Vending equipment. Responsible for building, vehicles, and grounds.

Supervisory Responsibilities:

Directly supervises employees in the Maintenance and Installation Department. Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Essential Functions and Responsibilities: 

• Oversee the daily operations for the Service Department and OCS as a whole. This includes but is not limited to the Service desk, OCS Routes, and Service Technicians.                                    
• Supervise, motivate and train service desk team. Set up communication process including weekly team meetings, communication log, etc.       
• Monitor open service requests, preventive maintenance schedules, equipment installations, outstanding repairs, and escalated issues to ensure timely completion and accurate documentation.
• Communicate requirements to staff for completion of service requests.                             
• Assist SCSM and Beverage project Manager in coordinating with clients and international partners for scheduling install, pull, remodel, and other work as necessary.                     
• Support the Microsoft Mission and Compass objectives of customer service, operational excellence, teamwork, process improvement, leading by example and exceptional character        
• Identify continuous improvement processes, procedures, and make suggestions for innovations, efficiencies and technology upgrades to SCSM                                               
• Monitor self-evaluations and surveys for customer satisfaction                                          
• Participate in and provide technical expertise and direction to the Service Desk team, including Service Technicians and Delivery staff.                                                             
• Assist SCSM in Developing, measuring Service Desk metrics and SLA’s (as needed)                                      
• Identify critical issues and/or handle escalations from Senior Management or client and resolve issues to Client & Management satisfaction.                                               
• Participate in conference calls with the clients where required to address critical issues, if any
• Act as an escalation point for problem and issue resolution.  Coordinate timely resolution and communicate updates to leadership and affected stakeholders. 
• Assist with the development, measurement, and reporting of Service Desk metrics, key performance indicators, and service-level agreements.
• Review service data, customer feedback, surveys, and operational trends to identify recurring issues and opportunities for improvement.
• Assist SCSM with Team building, mentoring, and technical development of staff. 
• Serve as contact between customers, vendors & field site staff for day-to-day event operations     
• Performs and assists with other duties as assigned                             

Qualifications:

• Bachelor’s degree (B.A.) from four-year College or University; or, Successful graduation from a technical school with one to two years related experience and/or training; equivalent combination of education and experience is also acceptable.
• Preferred experience in a service desk or dispatching environment.  
• 2+ years supervisory experience in the OCS, Espresso, or Vending field running a team of 10 or more including supervisors preferred.
• 3 years driving experience required.
• Valid Non-CDL Class C driver's license (unless otherwise indicated by state) and good driving record.
• Route management experience is preferred 
• Highly proficient in MS Office including Outlook, Word, Excel, PowerPoint.
• Experience providing services in a remote access environment.
• Strong interpersonal and customer service skills.
• Ability to interact with all levels of business clients.
• Excellent communication skills are a must (both verbal & written).
• Must be process-oriented yet flexible.
• Self-motivated and is able to be effective in the role immediately.
• Ability to communicate technical information to non-technical people
• Ability to clearly present information to superiors and clients in final quality presentation format
• Strong attention to detail and accuracy
• Multitask oriented
• Process management skills