Salary: $85000 - $95000/year
Pay Grade: 13Other Forms of Compensation: Job SummarySupervises 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
Apply to Eurest today!Eurest is a member of Compass Group USA
Click here to Learn More about the Compass StoryAssociates at Eurest are offered many fantastic benefits.- Medical
- Dental
- Vision
- Life Insurance/ AD
- Disability Insurance
- Retirement Plan
- Paid Time Off
- Holiday Time Off (varies by site/state)
- Associate Shopping Program
- Health and Wellness Programs
- Discount Marketplace
- Identity Theft Protection
- Pet Insurance
- Commuter Benefits
- Employee Assistance Program
- Flexible Spending Accounts (FSAs)
- Paid Parental Leave
- Personal Leave
Associates may also be eligible for paid and/or unpaid time off benefits in accordance with applicable federal, state, and local laws. For positions in Washington State, Maryland, or to be performed Remotely, click here or copy/paste the link below for paid time off benefits information.
https://www.compass-usa.com/wp-content/uploads/2026/01/2026_Wage-Transparency_Eurest.pdf
