Careers

Job Title: Field Service Engineer
Reporting to: Service Manager
Direct reports: None

Objective of the role:

To work as part of a Regional Service team to provide our customers with an excellent level of service which is technically competent and helps our customers to effectively maintain the performance of their equipment.

Responsibilities & Duties:

• In line with our model visit, effectively represent the Hako brand in terms of appearance, conduct and communication.
• To use technical competence to prevent equipment breakdown and where breakdowns occur, to minimise the impact upon customer operations.
• To provide effective and technically competent breakdown and preventative maintenance services to products and systems at a variety of sites.
• To identify and communicate to our customers, solutions to problems they encounter with the performance of their equipment. Such solutions to include but not be limited to new product sales, repairs or hire solutions.
• To identify changes to individual customer contracts in terms of equipment covered, customer contact information and site requirements and feedback of such information to the service team in Crick.
• To ensure that any customer reports are completed professionally, and clearly articulate the outcome and recommendations of any visit.
• To maintain accurate records (which may be paper-based or electronic) so that the business may determine contract profitability and engineer productivity. Ensure customer authorisation is obtained for all work carried out to prevent invoice queries.
• To be responsible for the accurate management of spare parts stock to ensure a high level of first time fix.
• Audit van stock on a monthly basis – follow the returns process for stock returned to Crick.
• To accurately administer Chargeable repairs in-line with business requirements Including request for PO’s and work authorisation.
• To accurately operate and complete details in the Service Management system, where possible this should be in real time unless limited by connection or safety.
• To ensure that all stock, company equipment and tools are kept clean safe and secure and maintained to high standard.
• To maximise the time spent on productive work either travelling to or working on customer sites.
• To undertake and attend training courses necessary to develop and maintain competence to undertake the role.
• To ensure accurate and timely administrative care is taken when completing time sheets.
• When necessary, be available to undertake work in overtime in-line with the requirements of the business and our customers.
• As the business demands, be available to work out of normal area for periods of time.
• To observe and comply with all company policies and appendices within the Contract of Employment.
• Take responsibility for understanding and agreeing action plan for own development needs.
• Ensure that you constantly display customer focus and reflect the culture ‘Hako UK – winning as one team’Any other duties deemed appropriate within the scope of the role and in-line with skills and experience.
• Provide customer with advice to ensure they are maximizing the potential of their machines.
• Provide pricing information (direct or via office) for Consumables, chemical or service contracts.
• In discussion with customer ascertain further Hako opportunities and pass lead to CST for process.

 

General Comments:

This is a field-based role, while the individual is part of a team they will normally be working alone at customer sites in the region for 5 days of a week. Support is available from Line Manager, Master Technicians and our Technical Training Team.

Personal Profile

Essential – (minimum requirements to be able to perform the job effectively/successfully)

Education

• Good Maths and English skills (min O’Level/GCSE Grade C or equivalent)

Skills & Experience

• At least 5 years engineering experience within a service environment
• At least 3 years experience of customer service, with a technical support focus.

Interpersonal & Behavioural Skills – (To include core competencies)

• Development potential – will either have the potential to move a minimum of one further level in the organisation or remain in role and develop into a respected senior specialist.
• Customer Centric – must have the ability to think beyond the status quo in order to ensure the organisation exceeds our customers’ expectations;
• Drive – fully focused on delivering high levels of customer service.
• Personal impact – perceived as energetic individual by both the customer and the rest of the Hako organisation;
• Tenacity – will always strive to achieve goals irrespective of the perceived size and extent of obstacles.
• Risk taker – not afraid to take risks and challenge deeply embedded organisational beliefs.

Desirable/Advantageous

Education

• Educated to degree level or equivalent;

Skills & Experience

• Good working knowledge of Microsoft Office and be computer literate.
• Substantial customer relationship management experience.

Other

• Display the Company’s Core Competencies and behaviours at all times – CP 002

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Interested candidates should apply in writing to HR@Hako.co.uk

Hako Machines Ltd, Eldon Close, Crick, Northants, NN6 7UD

Tel: 01788 825600

Hako Machines Ltd is an equal opportunities employer.

Agencies need not apply

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The above job description is not an exhaustive list of duties. The Company reserves the right to adapt, change and add to these duties, tasks and responsibilities in line with business needs.

Job Title: Workshop Engineer
Reporting to: Workshop Manager
Direct reports: None

Job Purpose:

To Maintain, repair, service and modify the company’s current product range. Assisting the Workshop Supervisor in the smooth operation of the workshop. Responsible for completing all paperwork in a timely manner. Equipment should be inspected for technical inaccuracies and ascetics considering at all times our customer impact. Ensure all machines are inspected/tested inline with our PDI (Pre-Delivery Inspection) procedure and that PDI Forms are completed accurately. Responsible for testing all workshop machinery in line with current Health and Safety guidelines.

Responsibilities & Duties:

• To service, maintain, overhaul, fault-find and rectify faults on the company’s products within the limits of training.
• To refurbish/restore used or hire machines to a high standard for resale, including assessing defects (mechanical and aesthetic), ordering parts and carrying out the necessary repairs in a cost effective manner.
• To diagnose and calibrate the machines using the supplied diagnostic equipment, (training and support will be provided).
• To know the company’s past and present product range.
• To promptly report all minor, major or unusual defects on company products, especially new models or modified products.
• To know and understand how to use: Hako Spare Parts Manuals, Hako Service Bulletins, Hako Data Books.
• To maintain company tools, manuals or unusual defects on company products, especially new models or modified products.
• To practice good housekeeping at all times.
• To accurately complete and submit worksheets and all other required documentation in a timely manner.
• To approach your line manager whenever help or advice is required.
• To report to your line manager any incidence of machine abuse by customers, whether hired or purchased.
• To maintain a clean, tidy and safe working environment.
• To deal promptly with customer enquiries, complaints or problems, referring to higher authority anything which cannot be handled by the job holder.
• To undertake projects as required by your line manager from time to time.
• To ensure that the Company’s Safety Regulations are followed at all times.
• To operate at the highest professional and ethical standards at all times.
• To operate at all times within the Company’s policies and procedures.
• At all times to promote a professional company image.
• To develop good customer relations by always conveying a fair, courteous, ethical and reasonable attitude.
• You may be occasionally required to work overtime. You will normally be given notice, however it would be beneficial to be able to accept overtime at short notice, during peak periods.

Applicable to all Job Descriptions:

This Job Description covers the main objectives, authorities and responsibilities of this position at present. Where necessary changes may be made from time to time involving like or related work. From time to time other duties may be required of you, not necessarily of the same nature as the duties described in this job description. We would expect you to respond to these occasional requirements. This job description forms part of your Contract of Employment.

Personal Profile

Essential – (minimum requirements to be able to perform the job effectively/successfully)

Education & Training
• Good Maths and English skills (min ‘O’ level/GCSE Grade C or equivalent)

Skills & Experience
• Excellent communication skills both verbal & written
• Highly organised with experience of working to fixed time critical deadlines
• At least 5 years engineering experience within a workshop environment
• The successful candidates will be required to have a good knowledge/previous experience of servicing and maintaining a range of petrol / LPG, diesel and/or electrical equipment
• Ideally trained to City and Guilds standards with previous experience in the cleaning equipment or similarly related industry
• Knowledge/previous experience in using diagnostic equipment
• Knowledge of hydraulic systems.

Interpersonal & Behavioural Skills – (To include core competencies)
• Development potential – will either have the potential to move a minimum of one further level in the organisation or remain in role and develop into a respected senior specialist.
• Customer centric – must have the ability to think beyond the status quo in order to ensure the organisation exceeds our customers’ expectations
• Drive – fully focused on delivering high levels of customer service
• Personal impact – perceived as energetic individual by both the customer and the rest of the Hako organisation
• Tenacity – will always strive to achieve goals irrespective of the perceived size and extent of obstacles
• Risk taker – not afraid to take risks and challenge deeply embedded organisational beliefs

Other
• Display the Company’s Core Competencies and behaviours at all times – CP 002

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Interested candidates should apply in writing to HR@Hako.co.uk

Hako Machines Ltd, Eldon Close, Crick, Northants, NN6 7UD

Tel: 01788 825600

Hako Machines Ltd is an equal opportunities employer.

Agencies need not apply

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The above job description is not an exhaustive list of duties. The Company reserves the right to adapt, change and add to these duties, tasks and responsibilities in line with business needs.