Service Lead

Every member of the CPM team contributes to the overall growth of our business. People are at the core of CPMs business proposition so as a key member of the QSP team this role is expected to make a significant contribution to delivering value for our client demonstrating initiative to drive best practice and continuous improvement. A “can-do” attitude combined with a customer-centric focus is essential for success in this role.

The Service Lead is a key link in the relationship between CPM our client Diageo and their On-Trade customers. The primary focus of this role is to drive improvement in beer dispense quality standards across the region. The Service Lead will act as the ‘Guardian of Quality’ across all On-Trade outlets within his specific geographical territory to identify and rectifying beer quality issues that Diageo customers are facing. This role is also a key link between the Diageo Regional Quality Manager and the CPM Guinness Quality Team.

Whilst this role is required to support the Field Quality Manager (Service) in the north east Diageo sales territory, the successful candidate may be required to work in other regions of the country depending on business needs as and when required

Key Responsibilities:

• Work closely with the Diageo Regional Quality Manager to help improve beer quality across the region.
• Use the results of the 7cs surveys completed by the CPM Dispense Team to identify and resolve serious beer dispense issues across the region to improve overall beer quality.
• Be a senior point of escalation for resolution of beer dispense issues.
• Be the “subject matter expert” when advising Diageo On-Trade customers about beer dispense best practise.
• Advise Diageo On-Trade customers on how to improve their current beer dispense systems and the financial support that is available through the Diageo cold room grant process.
• Audit and sign off on any improvements to beer dispense cooling systems completed by Refrigeration Contractors before any Diageo financial support is agreed.
• Support the Service Manager with surveying, planning and allocating resources to ensure all Service work is completed in an efficient manner
• Auditing service work to ensure it has been completed to the highest standard and confirm that all equipment used has been accurately recorded and accounted for.

·Provide support for the Service Manager during periods of leave/absence in specific areas.

·If necessary, during peak periods, assist with the installation and withdrawal of Diageo beer dispense equipment as required by the Service Manager.

·Build and maintain strong customer & internal relationships.

·Deliver the KPI’s against SLAs within your hub.

·To operate in an effective, efficient and professional manner when completing all tasks and representing CPM and client.

·To work within industry health and safety standards.

·To generate new ideas and ways of working.

·To consistently strive to reach highest standards of performance for customers.

.To undertake any other duties and responsibilities as instructed by your line manager

Experience:

·         A minimum of 3-5 years’ experience in the Service side of the business.

·         Able to demonstrate a strong understanding of the installation and withdrawal of beer dispense equipment.

·         Excellent knowledge of refrigeration specifically related to beer dispense.

·         Can demonstrate experience in surveying service work to a high standard.

·         Knowledge and experience of beer dispense fault finding.

·         Excellent Interpersonal and communication skills

·         Ability to build and maintain excellent client and customer relationships.

·         Can demonstrate a clear ability to handle client and customers in a professional manner

·         Strong MS office experience i.e. Outlook, Word and Excel

·         Technology competent with CRM Systems and Analytical Tools such as Power Bi and Salesforce.

·         Target driven with proven record of achieving KPI’s

·         Organised and can manage a host of priorities

·         Excellent commercial awareness

·         Energetic and enthusiastic

·         Full driving licence is essential