Troubleshoots and monitors work orders under various categories in order to remotely support restaurant teams to achieve quicker resolutions where possible. Adds value to as many work orders as possible by identifying the part / skill needed to help increase technician first time fixes. Supports all remote connectivity initiatives such as AC and cold room systems and manages Internet of Things (IoT) connection to ensure benefits are realized.
Requirements
Troubleshoots and monitors AC and Cold Room through remote devices. Responds to alarms, escalations or work order requests as per department procedures.
Troubleshoots and monitors all restaurants and any other building where we have implemented IoT. Responds to trends, proactively raises request for support, remotely resolves where possible.
Performs random remote checks to ensure systems and stores are operating within pre agreed settings and standards.
Analyzes work orders, speaks directly to operations and technicians in-order to help achieve remote resolution without technician attendance.
Creates, reviews and revises schedules for automation based on results achieved and feedback from operations teams.
Documents solutions to repeat faults in-order to build a knowledge base of faults amp; resolutions.
Performs changes to systems in accordance with operations requests.
Ensures open issues unable to be resolved are properly communicated and the correct priority is allocated.
Ensure where possible priority is given to all legal compliance and safety activities in-order to comply with all regulations.
Support field technicians who may need help to diagnose faults or support to access manuals / diagrams to help with root cause analysis amp; implementing repairs.
Ensure spare part requirement for any work order is added to the remarks to help achieve first time fix.
Identifies repeat faults or problems and ensure this is communicated to the field teams for repair / preventative maintenance or the management for asset replacement.
Required