Head Of Engineering Department
London, United Kingdom
Federico worked for Square Mile Coffee and its partner, Simonelli Group an internationally recognised coffee machines manufacturer. In the first year with Square Mile, Federico successfully improved the organisation of technical and spare part retail services, achieving a figure of 95% of callouts resolved on the first attempt. He reduced the spare parts waiting time for customers to a record minimum in the company. As part of his job since 2017, Federico has expanded and supported the Victoria Arduino engineering network within the UK and developed a system of technical training and instructional documents for our distributors and their engineers. Thanks to the trust he has gained in the industry and his passion for problem-solving he has collaborated directly with Nuova Simonelli to improve old and new products.Responsibilities include:• Overall responsibility for Customer Support both in the office and in the field as Head of the Engineering Department • Processing customer orders, quotations• Arranging installations , PPM's and repairs and strategic planning and scheduling of maintenance visits • Liaison with internal customers to improve procedures and processes between departments • Assist customers over the telephone, email, solving service and accounting problems.• Out of hours cover, providing back-up to both field engineers and customers.• Organise Technical training days for partners• Participation in industry's event• Collaboration with the parent manufacturing company to develop old and new products.• Ongoing expansion of knowledge relating to the industry, developed through working with coffee science experts , participation in cupping, through sensory courses and researches
