Company: Reesink UK Ltd
Location/Region: Burwell
Department: Service
Reporting to: Service Manager
Working Hours: 40 per week
Job Objective:
To provide practical, field, technical, and repair support to end-user customers of the brands, enhancing their product satisfaction and experience.
To respond to the daily service & repair needs at locations outlined by the Service Manager, focused on a ‘first time fix’ performance target and effectively managing personal time and communication.
Core Tasks / Result Areas:
* Carry out all servicing and repairs on Toro and other manufacturers' equipment as required by customers.
* Effectively diagnose repair faults (mechanical, electrical, or hydraulic).
* Act in a sound and professional manner when dealing with customers, ensuring that the Company and product brands are represented favorably at all times.
* Maintain a high degree of customer service for all support queries and requests and adhere to targets and principles outlined in the Service Level Agreement.
* Ensure that all relevant records for service/repair work, customer visits, and working time are maintained as required.
* Take ownership of customer problems and be proactive when dealing with customer issues, promoting good customer relations through prompt response and personal responsibility for repair quality control.
* Ensure safe working practices are maintained both within the workshop and when working at the customer's location, including the use of all relevant personal protective equipment.
* Escalate more complex issues to the Service Manager with a written job sheet.
* Process or relay any customer parts requirements promptly and efficiently to the parts team or Service Manager.
* Maintain a professional appearance at all times, ensuring a clean vehicle condition and implementing servicing requirements according to the manufacturer’s recommendations.
* Attend product and technical training events related to technical service and personal development as required, maintaining hands-on practical skills.
* Adhere to Company policy and procedures at all times.
Essential Functional Knowledge & Social Skills:
* Confident, articulate, and professional speaking abilities.
* Strong analytical and problem-solving skills.
* Flexible and adaptable to changing environments with the ability to be proactive and strategic in thinking and reasoning.
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