Remote Service Technician - Twickenham & Kingston upon Thames

Winterhalter is seeking experienced service technicians to join our team striving to deliver ‘Best in Class’ service to our valued customers.

In particular, we are interested in identifying new technicians living in / able to service the areas in and around Twickenham and Kingston upon Thames,

The role is generally independent but is supported by a Regional Operations Manager and an allocation team to schedule daily calls. Operating with the use of Company van (with reasonable private use) including fuel card, laptop, and mobile phone. Core hours are 40 hours per week (door to door), Monday to Friday, plus 12 Saturdays and 4 Sundays per calendar year based on a rota.

Our service division is a customer-facing function in a very demanding industry; dealing with some of the leading restaurants in the UK as well as a variety of casual dining chains, hotels, educational establishments, hospitals, government buildings, and offices. Winterhalter’s growth agenda is reliant on the continuous improvement of our service offering to strengthen customer engagement and win new business. This role demands high standards of customer engagement to deliver commercially focused service to support the success of Winterhalter & Classeq brands and our valued customers in line with agreed service levels and targets.

Main accountabilities

Responsible for installation, service, and repair of commercial warewashing equipment such as under-counter, pass-through, and rack conveyor dishwashers. The goal is to drive service success that improves customer satisfaction, maximizes customer retention, increases profitability, and provides exemplary standards of service and customer support during field visits.

Day to day activities:

• Manage all on-site installation, diagnosis, repairs, and maintenance


• Diagnose errors and technical problems and determine appropriate solutions


• Produce timely and detailed service reports


• Document processes and follow company standard procedures and protocols


• Collaborate with the technical team and share information across the organisation


• Evaluate customer requirements and make appropriate recommendations


• Taking ownership and responsibility for the delivery of the agreed goals and targets:
  
  
  
  • Response times
  
  
  • First-time fix
  
  
  • Customer satisfaction
  
  
  • Stock management
  
  
  • Productivity
  
  
  • Effective teamwork
  
  
  
  

Skill & experience required:

• As technicians will be working with single and 3 phase equipment - electrical competence is essential


• Excellent written and verbal communication


• Strong analytical and problem-solving skills


• Ability to troubleshoot, test, repair, and service technical equipment


• Excellent organisation and computer skills


• Familiarity with mobile tools and apps


• Proven field service experience


• Direct experience in the warewash and/or catering industry is highly desirable

The ideal person to suit this role:

• Able to manage time and work under pressure to tight deadlines


• Able to manage the demands of numerous tasks


• Ability to adapt quickly in a rapidly changing environment


• Keen for new experiences, responsibility, and accountability


• Capability to coach customers in the effective use and maintenance of equipment


• Reliable, tolerant and determined


• Self-driven, positive outlook, clear focus and an empathic communicator, able to see things from the other person's point of view


• Willing to undertake further training to fulfill the requirements of the role


• Pays great attention to H&S protocols


• Is diligent in complying with reporting requirements

Hours of work & benefits

• Core hours: 40 hours per week, Monday to Friday, plus 12 Saturdays and 4 Sundays per calendar year based on a rota
  


• Competitive salary for core hours + potential overtime


• Company van (with use privately) including fuel card


• Comprehensive training


• 33 days annual leave - including bank holidays (increasing with length of service)


• Pension & Life Assurance


• Lifeworks employee assistance plan and discount scheme


• Salary Sacrifice - Electrical Car Scheme


• Staff events
  

*Equal Opportunities employer*