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Overview of the role

Installing and maintaining drinks dispense systems

Drinks dispense technician

Reference Number: ST0752

Details of standard

Occupation summary

This occupation is found in the engineering sector working in the hospitality, retail, leisure and catering industries, in a variety of venues that serve soft-drinks and/or alcoholic beverages to the public on a daily basis, including public houses, bars, clubs, retail outlets, leisure centres, hotels, festivals/events, clubs, schools, cinemas, theatres, stadia and many more. Drinks dispense technicians may work directly for a brand owner or brewery, or contractors that provide engineering services work on their behalf.

The broad purpose of the occupation is responsibility for the installation and maintenance of drinks dispense systems. The aim is to build, install, maintain and repair complex drinks dispensing equipment to ensure that their customer can, in turn, deliver drinks of the right specification and quality to their customers. Some drinks dispense technicians will specialise in certain types of drinks and/or brands, whilst others will work across a wide spectrum, for example beer, wine, cider, nitrogenated coffee and soft-drinks. The role involves the application of a broad range of knowledge and skills; including fault-finding, plumbing, electrical, refrigeration, gas pressure systems and pipework. Tasks are often complex and non-routine requiring the technician to identify and initiate the appropriate solution; problem solving, use of diagnostic skills and own initiative will be needed to address out of specification issues that may be encountered. An essential part of the role is informing, educating and providing guidance to the customer in equipment use, beverage quality and delivery of the perfect pour. Product sampling may be required. Depending on the work required, they may spend the day at one venue or working across a number of outlets, working to deadlines. It will often involve working in confined spaces, such as a cellar. They may be working on the dispense system as a whole, or on certain parts, such as the python (pipework composite encompassing capacity for multiple product lines and temperature control), coolers or dispense fonts.

In their daily work, an employee in this occupation interacts with venue staff for example managers, service staff and site security; other drinks dispense technicians; colleagues, for example operations managers, call centre staff, quality managers and logistics managers; and members of the public. Technicians will self-manage work load and flow and will typically report to a Technical Manager. Depending on the size of the project, technicians may have responsibility for leading and supervising a team of technicians. When working on new builds/renovations, they may interact with site supervisors and other trades for example plumbers and electricians.

An employee in this occupation will be responsible for planning tasks and the resources required in response to schedules, ensuring the quality and accuracy of work carried out. They have the authority to determine the action required in relation to the drinks dispense system in a venue; including shut down. They will need to make informed judgements and decisions, taking account of the situation. They work autonomously, responsible for adhering to health & safety, current legislation, asbestos guidelines, working at height regulations and British Beer and Pub Association and British Soft Drinks Association Codes of Practice. They are responsible for asset management, including vehicle, tools, specialist equipment and devices. Typically, a driving license will be required as they may be expected to drive to their place of work, using a company vehicle, and coordinate logistics for other technicians.

Typical job titles:

Technical Services Technician; Drinks Dispense Technician; Beer Quality Technician, Cellar Technician, Technical Representative, Soft Drinks Engineer, Customer Technical Engineer, Field Service Technician and Refrigeration Technician.

Occupation duties

Duty

Criteria for measuring performance

KSBs

Duty 1 Conduct surveys of sites to determine labour, equipment and processes required to complete specified tasks.

Speed of response, length of time completing task, quality of customer service, accurate processing of data, completion of competent risk assessment, attention to detail and customer satisfaction.

K1 K3 K4 K8 K13 K15 K17 K25

S2 S3 S4 S5 S7 S13 S21 S22 S23 S25

B5 B6

Duty 2 Install equipment required for the provision of a complete drinks dispense system; for example, installation of a drinks dispense system in a newly built outlet or refurbished outlet.

Speed of response, adherence to specifications, quality of workmanship, accuracy of asset recording, technical ability, compliance with legislation/code of practice, correct consideration of routing and protection of pipework and equipment and achievement within agreed specific customer service levels.

K1 K3 K4 K5 K6 K7 K8 K10 K13 K14 K15 K17 K18 K20 K21 K22 K23 K25

S1 S2 S4 S7 S8 S9 S10 S11 S12 S16 S21 S24 S25

B1 B4 B6 B7 B8

Duty 3 Install additional equipment to dispense a product on an existing system; for example, an extra product line or a brand product change.

Speed of response, adherence to specifications, quality of workmanship, accuracy of asset recording, technical ability, compliance with legislation/code of practice, achievement within agreed specific customer service levels, knowledge of other lines on system in times of peak loads - load on coolers, gas starvation, effects on system of adding lines, awareness of brand owner preferences.

K1 K3 K4 K7 K8 K10 K13 K14 K15 K17 K18 K21 K22 K23 K24

S2 S4 S7 S11 S12 S16 S21

B1 B4 B6

Duty 4 Remove and decommission redundant equipment, enabling asset management and reuse, refurbishment or disposal, as necessary.

Speed of response, adherence to specifications, quality of workmanship, accuracy of asset recording, technical ability, compliance with legislation/code of practice, achievement within agreed specific customer service levels, awareness of gas pressure systems and other lines on the system, safe handling of equipment, and knowledge of waste handling and transport regulations.

K1 K8 K10 K13 K14 K15 K16 K22 K23

S2 S11 S14 S18 S19 S21 S23 S25

B1 B4 B6

Duty 5 Conduct maintenance, servicing and repairs to drinks equipment ensuring continuity and quality of dispense, in line with brand owners’ specifications.

Speed of response, adherence to specifications, quality of workmanship, accuracy of asset recording, technical ability, compliance with legislation/code of practice, achievement within agreed specific customer service levels, accurate identification of faults on system and testing to ensure resolution of fault.

K2 K3 K4 K5 K6 K7 K8 K10 K12 K13 K14 K15 K17 K18 K20 K21 K22 K23 K24

S1 S2 S6 S7 S8 S9 S10 S11 S12 S13 S15 S16 S17 S18 S19 S21 S23 S25

B1 B2 B3 B4 B5 B6 B7 B8

Duty 6 Provide information and guidance to key stakeholders and end-users of the system.

Effective communications with customer, and ability to transfer technical expertise.

K1 K2 K4 K11 K15 K18

S3 S4 S21 S23 S24

B3 B6

Duty 7 Build trusting relationships and offer excellent customer service to all key stakeholders; for example, Licensee, brewers, brand owner.

Effective communication with customer, customer relationship management, quality of customer service and customer satisfaction.

K2 K17 K18 K20 K21 K24

S4 S23 S24

B2 B4 B6

Duty 8 Complete documentation associated with the specified job and process or communicate in the correct manner/to the correct person; for example, complete of a job sheet.

Accuracy and speed in which data is recorded, up-to-date records held at all times, documentation returned to base in agreed time schedules.

K8 K13 K14 K22 K23

S1 S3 S8 S21 S23 S24

B2 B4 B5

Duty 9 Plan daily tasks/schedule; for example, route planning; equipment and stock required, and carrying out of vehicle checks.

Effective time management strategy, achievement of customer service levels, productive number of tasks achieved and the amount of emergency stock orders placed, accommodation of unforeseen changes to a specified plan.

K8 K9 K15 K17 K22 K23 K24 K25

S2 S6 S13 S15 S22

B1 B2 B3 B4 B5 B6

Duty 10 Monitor and manage product and equipment, maintaining and promoting the quality of dispensed products; for example, destruction of unsaleable product.

Adherence to technical specifications, knowledge of product types, technical ability, and compliance with legislation/code of practice.

K4 K8 K9 K10 K11 K14 K15 K22

S6 S10 S16 S20

B1 B4 B5 B6

Duty 11 Maintain product lines - removing foreign bodies and ensuring the quality of the product e.g. COSHH, PPE.

Adherence to specifications, technical ability and compliance with legislation/code of practice, ensure safety of end-users and customers, by testing product lines after cleaning.

K4 K11 K14 K15 K18 K22

S1 S12 S16 S17 S20 S24 S25

B1 B2 B5 B6 B7

Duty 12 Keep an accurate record and control of company assets in transit and within the customer’s premises; for example, equipment, tools and vehicle.

Accuracy of stock control records (including van stock), amount of emergency stock orders placed, stock reconciliation, upkeep of vehicle.

K1 K8 K9 K13 K23 K25

S18 S20 S21 S22 S23

B2 B4 B5

Duty 13 Test equipment and product, train the end user and complete documentation for handover to customer.

Technical ability and effective communication with the customer, knowledge of product, accuracy of product specification, handover documents completed and returned quickly and effectively.

K1 K3 K4 K12 K13 K15 K18 K19 K22

S10 S12 S15 S16 S24

B5 B6 B7

KSBs

Knowledge

K1: Drinks Dispense System installation, commissioning and decommissioning requirements including site survey, system components, system limitations, testing.

K2: Drinks Dispense System maintenance requirements and techniques including fault-finding, troubleshooting, diagnostic techniques, repair, total preventative maintenance, testing; common faults and causes.

K3: System Specifications for example, keg, cask, soft drinks, nitro coffee, frozen, carbonated, manufacturer specifications, temperature, gas type, flow speed, couplers, post-mix; what they are, the effects they have and how to use them.

K4: Brand/Drink Specifications including pipework and plumbing, temperature, gas pressures, fluid mechanics/dynamics, management, composition, characteristics, brewing process, ingredients, cask ale conditioning, manufacturers’ specification, stock rotation; what they are and how to use them.

K5: Electrical Systems including polarity testing, codes, Portable Appliance Testing (PAT), use of a multimeter; principles of electricity, voltage, types of current: Alternating Current/Direct Current (AC/DC).

K6: Refrigeration principles, types of refrigerant, integral and split systems, requirements relating to hydrochlorofluorocarbons (HCFCs), both gas and water cooled systems.

K7: Drinks Dispense System Pipework including different materials, joints and routing; requirements including length and building restrictions.

K8: Asset Management, including identification of equipment/parts, value of stock and equipment, correct handling of parts, salvageability of parts to be removed, returns process, disposal.

K9: Stock Management for example stock requirements, lead times, and stock management systems.

K10: Proper tool usage including hand tools, power tools, carbonation tester, refractometer, ratio cup, gas monitors, hygrometer, pressure gauges, CO2 monitors, correct/appropriate tool selection.

K11: Cleaning (Line & Glass) including different systems, symptoms of infected/contaminated line, cleaning process, health and safety dangers, fault-finding, effect of bacteria in lines, the need for effective pest control around products and manufacturers guidelines.

K12: The Perfect Pour, for example how to create one, problem solving when pours are imperfect e.g. cleaning of vessels/glassware, operation of glasswashers and icemakers.

K13: Codes of Practice (COP) and guidelines, including British Soft Drinks Association, British Beer and Pub Association, Brewing Food & Beverage Industry Trade Association, Brand Dispense Association, British Soft Drinks Association electrical guidelines, British Beer and Pub Association electrical guidelines, brand matrix, Brands Dispense Association Drinks Installation Manual.

K14: Legal requirements and compliance including authority to work, trading standards, transport regulations (e.g. overloading, gas canisters), ullage (RBUS - Return Beer Unfit for Sale), General Data Protection Regulations, electric compliance, pressure systems compliance.

K15: Health and & Safety including Control Of Substances Hazardous to Health (COSHH), Risk Assessment, Method Statements, Manual Handling, Personal Protective Equipment, Asbestos, Confined Spaces, Working at Height, Construction Skills Certification Scheme Compliance, food hygiene, vehicle safety.

K16: Environmental Considerations including Waste Electrical and Electronic Equipment Directive (WEEE), recycling, fluorinated greenhouse gas (F Gas)

K17: Planning techniques including time management skills, work flow (e.g. job acquisition point)

K18: Improvement techniques including the 5 S’ (sort, set, shine, standardize and sustain), PDCA (Plan, Do, Check, Act).

K19: Training, mentoring and coaching techniques: how to pass on knowledge, and provide guidance to customer/stakeholder, in a clear, concise and easy to understand manner.

K20: Team leadership and management techniques.

K21: Equality and diversity in the workplace considerations.

K22: Professional Relationships including Etiquette; expectations, responsibilities.

K23: Documentation requirements, for example job sheets, bar records, Written Scheme of Examination, vehicle safety checklist, cleaning logs.

K24: Information Technology, for example processing software, email systems, handheld devices, job management systems, asset tracking systems.

K25: Service Level Agreements for example employer/employee responsibilities, limitations, commercial contracts (e.g. expectations, response times).

K26: Industry Insight, for example appropriate timing, peak business hours, local geography, parking restrictions, access, dispense system ownership (Must Buy Must Sell system), position in supply chain, identity of stakeholders and motivations.

Skills

S1 Interpret, follow and adhere to Service Level Agreements, legal requirements, COPs, specifications and customer needs.

S2 Plan, organise and schedule own/others' work for example task delegation, work-flow, route planning, time management.

S3 Conduct site survey, including risk assessments.

S4 Interpret job requirements for example job specification, technical drawings, instruction booklets, identifying trends.

S5 Determine and source resources for example materials, time and equipment.

S6 Manage stock levels.

S7 Plumb pipework for drinks dispense equipment or components.

S8 Conduct electrical installations or maintenance of drinks dispense equipment or components.

S9 Install or maintain refrigeration components for drinks dispense equipment.

S10 Install or maintain gas dispense pressure system.

S11 Operate tools and instruments for example drills, power tools, spirit levels, specialist tools/instruments.

S12 Commission and connect specified equipment and/or components in adherence to Service Level Agreements, legal requirements, COPs, specifications and customer needs.

S13 Assess condition of components and equipment and identifying action.

S14 Decommission and disconnect specified equipment or components in adherence to Service Level Agreements, legal requirements, COPs, specifications and customer needs.

S15 Diagnose dispense, product or equipment faults and identify solutions.

S16 Test equipment and quality assure product dispensed, for example sampling final product.

S17 Clean lines, vessels and/or other equipment.

S18 Categorise decommissioned equipment for reuse, disposal or recycling.

S19 Pack decommissioned equipment to prevent further deterioration/damage.

S20 Isolate and document unsaleable product for return, destruction or further investigation.

S21 Complete documentation for example asset management records, work sheets, waste environmental records.

S22 Collect, record and provide data, for example pressure readings, stock usage.

S23 Communicate with stakeholders, internal or external for example customers, colleagues, managers, general public.

S24 Provide information, guidance or training to colleagues and/or stakeholders.

S25 Conduct all duties in adherence with health and safety directives and environmental policy and procedures.

Behaviour


B1: Health & Safety first attitude.
B2: Reliable, for example, acts with integrity, punctual, meticulous, trustworthy, honest, determined, perseveres.
B3: Adaptable, for example, responds to unforeseen circumstances, improvises in environment or time challenged conditions, resilient under pressure.
B4: Takes responsibility for job, for example, a desire to see a job through from start to finish and verify that it has been completed to a high standard.
B5: Quality focus for example attention to detail, accuracy, customer orientated, implements quality and lasting repairs.
B6: Professional, for example, represents themselves/employer well, presentable, passion for product, ambassadorial nature, instils confidence.
B7: Team player, for example works with others toward a common goal, with an obvious willingness and positive attitude, has regard for equality and diversity considerations
B8: Maintains a commitment to continuous professional development in order to ensure growth in ability and standards of work.

Qualifications

English and Maths qualifications

Apprentices without level 2 English and maths will need to achieve this level prior to taking the End-Point Assessment.  For those with an education, health and care plan or a legacy statement, the apprenticeship’s English and maths minimum requirement is Entry Level 3. A British Sign Language (BSL) qualification is an alternative to the English qualification for those whose primary language is BSL. 

Additional details

Occupational Level: 3
Duration (months): 18

Review

This standard will be reviewed after three years.

 


Crown copyright © 2019. You may re-use this information (not including logos) free of charge in any format or medium, under the terms of the Open Government Licence. Visit www.nationalarchives.gov.uk/doc/open-government-licence

Status: Approved for delivery
Level: 3
Reference: ST0752
Version: 1
Date updated: 30/08/2019
Approved for delivery: 13 May 2019
Route: Engineering and manufacturing
Typical duration: 18 months
Maximum funding: £8000
Employers involved in creating the standard: AB InBev, Asahi UK, Atlantic, Avani, BevEx/L’Isolante K-Flex, BRAINS Independent Family Brewers, Brewfitt, Britvic, Carlsberg, City Dispense, CML Technical Services, Durr Technik, Frederic Robinsons, Fuller, Smith & Turner, Green King, Heineken, Innserve (Co-chair), John Guest, Marston's (Co-chair), Molson Coors, Mitie, Shepherd Neame, T&J Install, Three Nations, VIMTO

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Version log

Version Date updated Change Previous version
1 30/08/2019 Minor amend to assessment plan: corrected formatting error on single grade descriptor (K26, p.11) – no material change to meaning”. Previous version
1 13/05/2019 Funding band first published

Not available

1 18/04/2019 Assessment plan first published

Not available