Technical Support Engineer

About us

Food waste is a $1 trillion problem – costing the world over 1% of global GDP. We’re dead set on solving the problem and looking for people to help us achieve our mission. We, at Winnow, believe that food is far too valuable to waste, and that technology can transform the way we produce food. Our team is made of people who all share a passion for food and technology.

Winnow was founded in London in 2013 to help the hospitality industry prevent food waste through internet of things tools in the kitchen. We have worked with hundreds of sites and are operating in over 70 countries around the world supported by our offices in London, Dubai, Singapore, Cluj-Napoca (Romania) and Chicago. We are a rapidly growing company with a strong base of clients who are rolling out our system globally. We have blue-chip customers including Accor Hotels, IKEA, IHG, Marriott, Compass Group and many others.

Winnow’s clients on average reduce waste by over 50% by value and sustain savings. Winnow has now worked with hundreds of sites to reduce food waste, including hotels, universities and schools, staff restaurants, event/hospitality kitchens, buffets, pubs, and high street restaurants. Where the system is permanently adopted, pre-consumer waste value is reduced by 50% - 70% with no detrimental impact to the perceived quality or value of the offer to their customers. This represents a typical improvement of food cost savings of 3% to 8%, commonly a 40%+ increase in profitability for operations.

As the global leader in addressing food waste, we are committed to continue pushing the envelope on what technology can do to solve this problem. Winnow Vision, our new artificial intelligence-based technology, is trained to automatically track all food waste thrown away. It has won awards at the World Economic Forum and has received tremendous enthusiasm from our clients and the industry. You can read more about it on our website and this article in Forbes.

Other recent accolades saw Winnow awarded a winner of Impact 50's most impactful companies to work for. You can read more about it here.

We are passionate about living our values and place them at the centre of everything we do. We are excited about like minded talent who share these values, joining us in our mission:

Equal parts head and heart. We’re both passionate and measured. We carefully balance the need for quick solutions and pragmatism with the ability to step back, take in the bigger picture and build for the long term.

Bravely honest. With each other, that means we’re a transparent organisation where healthy, respectful debate is encouraged. With our customers, we challenge them if we don’t think they’re achieving their goals, whether they be environmental or financial.

People of action. Done is better than perfect, and we learn by boldly doing then rapidly improving. We’re breaking new ground, so we know things might go wrong. But we judge ourselves and each other on our reaction and our resilience.

Bound by food. We’re a diverse bunch, but our belief in the value of food is the common thread in everything we do. With each other, we celebrate through our love and respect for food. With our customers, it means we work hard to develop creative tools to make it easy for chefs to value food.

Hungry and humble. Our product is revolutionary, our people are impressive, and we’re hungry for change. But, we’re just the catalyst for a bigger movement. We stay humble regardless of our success, and make chefs the heroes in this journey.

People and planet positive. We’re caretakers of the planet, helping to preserve and support it for now and the future. Our work already minimises the impact that the hospitality industry has on the planet, and we’re also committed to actively reducing our own footprint while doing so. We’re leaving the planet and its people better off than we found them.

This is an opportunity to join an exciting organisation and help us propel our growth at what are truly the most exciting and dynamic points in time in our business. You will work alongside a driven team who are motivated by building an exciting business and leaving the world a better place than we found it.

About the team

The Operations team plays a crucial role in taking responsibility for running the on-boarding and implementation of our technology across new customers, as well as ensuring on-going success once the system is up and running on client sites.

The goal – successful pilots with early clients, such that they quickly become key clients deploying our technology on a national and international scale. Once, key clients, the aim is to provide an immaculate service avoiding churn and increasing revenue.

The Technical Support team within our Operations team are the lifeline to our sites. We believe in excellent customer service and put our clients at the forefront of what we do. This role is responsible for being the frontline support to our clients and ensure they are able to use the Winnow system to reach their food reduction targets. The role would be perfect for someone that loves problem-solving, proactively speaking to customers, and wanting to operate independently.

Key objectives of role

The Technical Support Executive receives client requests for trouble shooting and technical assistance related to Winnow's artificial intelligence tools deployed across our client base throughout Asia Pacific. This role reports directly to the global head of customer support based in Europe and is strongly supported by the regional operations manager based in Dubai. This is also an opportunity to work with a global technical support team and clients who are global leaders in hospitality.

The full scope of your role will be discussed in detail at interview, however typical tasks might include:

• Act as Key customer support person to existing clients with daily site performance monitoring
• Assess and solve any technical challenges faced by our clients within specific SLA’s
• Monitor all Winnow systems’ performance in the daily, while proactively contacting sites where technical challenges are detected
• Root cause problems and escalate common issues to the tech team in a structured manner
• Providing help and answers to the customers' technical issues through identification of the problem itself, research on answers and subsequent provision of guidance
• Develop product knowledge documentation to serve as a technical resource
• Assemble metrics for weekly and monthly internal support KPIs
• Prepare regular sites’ reports and performance analysis
• Collaborate closely with internal teams in different regions
• Take initiatives to improve internal process and procedure (in line with Winnow Int’l)
• Manage material stock levels and the assembly and shipping of our system for clients
• Evaluation of the system's problems and recommend enhancements
• This is an early morning shift role (5am to 2pm)

Requirements

Education and experience:

• Candidates are likely to be at least diploma educated
• You will have excellent verbal and written English language skills
• Experience in customer support would be ideal
• ITIL Foundation would be ideal
• Knowledge of the operating systems and relevant hardware or software
• Ability to quickly understand complex or technical concepts
• A keen user of technology and experienced in troubleshooting problems with ease
• Strong analytic skills; comfortable using data management tools such as Excel, performing data analysis and data annotation as needed. Database experience with SQL would be preferred
• Experience using Google applications to coordinate with colleagues
• You have an advanced business level in both English and Chinese (Cantonese or Japanese Speaking is a bonus point)

Personal Attributes:

• You share our belief that collaboration is critical to achieving our mission. You can demonstrate how you have thrived working effectively in partnership with others
• You have proven experience in challenging and questioning the status quo. You enjoy suggesting creative and innovative solutions to improve the way things get done
• You are transparent and act with integrity at all times
• You are results driven and can demonstrate how you have delivered value added solutions which are intuitive and easy to use
• You are passionate about your career. You proactively stay abreast of developments in your own field of study whilst being driven and committed to helping the organisation achieve its mission
• Proven experience of knowing what it takes to provide consistently first-class customer service to customers, remaining calm and measured even when dealing with the most demanding of individuals
• Excellent attention to detail and a meticulous eye for identifying inconsistencies or inaccuracies in data. You take your time to ensure you get things right the first time
• Able to self-organise, including effective project management and scheduling, prioritisation and time management skills, managing multiple tasks in parallel and completing tasks to tight deadlines
• Demonstrates excellent communication skills. You are articulate in both written and spoken English. You listen attentively; you process and comprehend what you hear. You are also confident enough to ask questions and to clarify ambiguous points
• You are willing to roll up your sleeves and get work done, taking the initiative to help your team members. You have a growth mentality and a willingness to learn.

Benefits

• Competitive base salary
• 2 Wellness hours per month plus AED 204 monthly wellness allowance
• 22 days of paid vacation time in addition to national holidays, plus the option to buy a further 5 days annual leave
• Company private health insurance and eye care allowance
• Annual economy ticket to home country
• Life insurance (3 times base salary)
• Company stock options package
• Eligible for discretionary annual bonus / sales commission / Customer Success discretionary bonus scheme
• Employee Assistance Programme - 24/7 helpline for your wellbeing
• Learning and development allowance of AED 1,370 annually
• Hybrid way of working - we’re all in the office on Tuesdays and Thursdays
• Company provided breakfast & snacks on office days
• Later Start/Early Finish Fridays - where rotas and workload allow, we try and work a shorter day on Fridays; this could mean a slightly later start or earlier finish on Fridays
• Our own office space with a great working environment
• You will love what you do – waking up every day solving one of the biggest social problems of our generation - food waste
• Committed team members with broad experience who share a common passion to build a world class business