Contact us

Sales: 01788 825600

Customer Support: 01788 825602

Parts: 01788 825606

enquiries@hako.co.uk

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

Careers

Aftersales Manager - (Salary: Competitive ) view

Reporting to: General Manager/Managing Director
Direct reports:
3/4 roles involved in all aspects of the aftersales delivery and commercial management

Job Purpose:

  • To ensure that service is delivered to the customer base in line with all agreed KPI’s, to further ensure that this delivery is done efficiently and within all profit and budgetary targets
  • To ensure that the workshop team operate within budgetary targets, supplying new machines PDI’s within agreed timescales for customer delivery, support the field service team where required with in house serving and repairs, maintain the demo and hire fleet within timescales, assess and dispose of returned Hako assets in line with the company’s policy and finally, provide an steady stream of refurbished equipment which have been completed to a high standard within cost allocation to ensure a high margin recovery at point of re-sell
  • To ensure that the parts stores operates efficiently meeting all enquiries, both external and internal and within required KPI’s and profit and budgetary targets
  • To offer clear leadership to the aftersales organisation and to continually develop the service experience of our customers to the point that it is clearly perceived as being the market leading offering by the customer base/competitors/colleagues

Nature and scope (including impact of decision-making):

  • Decisions made in this role will have a significant impact, both positive and negative on the profitability of the UK organisation
  • Operates within agreed strategic plan and objectives with minimal day-to-day management input
  • This role will require the ability to deal across functions, from shop floor personnel through to, and including, main board directors of major customers and our own international organisation

The role may require some UK and European travel and nights away from home

Key Responsibilities

  • To operate at the highest professional and ethical standards at all times
  • Total responsibility for the day to day running of aftersales delivery to our customer base
  • To ensure that all KPI commitments both internal and external are met
  • Ensure that all contracts are operating profitably and take appropriate action to correct underperforming contracts in liaison with the Customer Support Director, Field Service Manager and GM
  • Delivery of agreed annual revenue and margin targets
  • The setting and agreeing of annual revenue targets with the UK GM
  • Maintain a detailed understanding of the market and its needs as well as Hako’s current and future technical and service developments – constantly strive to improve the Hako offering internally and externally
  • Agree a 3-year rolling plan with UK GM for the development and growth of the UK service organisation
  • Working with the Sales Director, identify significant target business that would benefit from a specific joint sales and service approach
  • Work with the Sales Director to ensure that service is at the forefront of our sales offering and that the sales team understand and promote our service offering
  • Monitor previous projects/contract wins to ensure revenue and margin expectations are being met and agreeing with sales management team any corrective actions as necessary
  • Remain up-to-date with all competitor product, service, parts and technical developments – improve the Hako offer
  • Take responsibility for understanding and agreeing action plan for own development needs
  • Offer leadership to develop customer focus both for the aftersales organisation and other colleagues
  • As a member of the senior management team work across functions with other members of that team to ensure maximum performance of Hako UK
  • Ensure you address all examples of the above behaviours not being demonstrated in others
Personal Profile

 

  Essential

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

Desirable/Advantageous

 

Education & Training

 

·                 Engineering qualification

·                 Good Maths and English skills (min ‘O’ level or equivalent)

·                   Educated to degree level or equivalent;
Skills & Experience

 

·                 At least 5 years field service management experience

·                 At least 5 years commercial management experience within a service contract management environment

·                 At least 5 years experience of running customer service desks with a technical support focus.

·         Good working knowledge of MS Office suite of programmes

·         Good working knowledge of SAP

·         Good working knowledge working of CRM System.

·         Substantial customer relationship management experience

Interpersonal & Behavioural Skills

(To include core compete

ncies)

 

 

 

 

 

 

 

 

 

 

 

·      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 centricity – 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, unwilling to accept missing “the numbers”;

 

·      Personal impact – perceived as a senior and authoritative operator 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 001

 

The above 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.
Telesales Executive - (Salary: Competitive) view

Main purpose of role:
The growth of revenue via outbound business to business telesales. Based at either our Wakefield or Crick offices this role is a full-time position. With an in-depth knowledge of customer service and a minimum of two years telesales experience the ideal candidate should have a proven track record of gaining appointments/closing deals over the telephone. Possessing excellent written and verbal communication skills and with all the necessary MS Office knowledge this role has a key responsibility to introduce Hako Machines into new market sectors. Must be self-motivated and tenacious and with a confident and friendly manner.

Key responsibilities:

  • Making outbound calls to new prospects and lapsed customers with a view to arranging appointments for Area Sales Executives
  • Achieving and maintaining a target of 80 calls per day and updating the Company CRM system to reflect any changes to records.
  • Working closely with North and South Regional Managers and Area Sales executives to achieve their sales targets and develop Hako products into new market sectors
  • Assisting with marketing activities to support lead generation
  •  Preparing sales/telephone scripts in conjunction with Regional and Area Managers
  • Associated administration duties including maintaining Company CRM system
  • Delivery of agreed annual revenue targets
  • Stay up-to-date with all market/competitor and industry developments
  • To operate at all times within the Company’s policies and procedures
  Essential

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

Desirable/Advantageous

 

Education & Training

 

Good Maths and English skills (min ‘O’ level or equivalent) Educated to minimum of ‘A’ level or equivalent;
Skills & Experience

 

 At least 2 years’ b2b telesales experience

Excellent communication skills both written and verbal

Time management

Good working knowledge of MS Office suite of programmes

Knowledge working of CRM System

 

Interpersonal & Behavioural Skills

(To include core competencies)

Customer centricity – in-depth understanding of the importance of customer service – both internal and external customers

Drive – tenacious and self-motivated

Personal impact – perceived as an energetic individual who will deliver

Other:

Has the potential to move a minimum of two further levels within the organisation;

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

The above 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.

Customer Support Coordinator - (Salary: Competitive) view

Hako Machines Ltd are Europe’s leading manufacturer of industrial floor cleaning and grounds/winter maintenance equipment. We’re recruiting for the position of Sales Support Coordinator located at our Head office in Crick, Northampton.

If you are passionate about delivering first class customer service, are tenacious and focused on finding solutions, then Hako Machines is for you. The role is rewarding and varied and you will be part of a brilliant, supportive national team, if this sounds like you, then please get in contact as we would love you to join us!

Job Purpose:        

Primarily to act as a support function to Sales team, providing administrative assistance in their day to day requirements from receipt of an enquiry all the way through to delivery of a machine. Assisting the team to improve their productivity and focus.

In addition to this you will also be required to support the service team in instances of absence or annual leave and liaise with Field Service Engineers (FSE) directing them to their jobs in an efficient and cost effective manner. Work closely with the Regional Field Service Managers (RFSM) and Field Engineers to ensure that monthly chargeable budget is achieved and where possible exceeded.

You will also work closely with the marketing department and actively promote Hako’s sales and service offering.

Act as front of house; providing a warm welcome to all individuals visiting Hako.

Ensure customer satisfaction at all times.

Responsibilities & Duties – Sales

  • Promptly dealing and responding quickly to customer enquiries by telephone and email in adherence with the enquiry procedure.
  • Act as secondary direct contact for all customers.
  • Accurately processing customer orders in a timely manner on SAP.
  • Coordinating the entire process from point of order through to delivery in line with customer’s delivery requirements, including liaising with procurement manager, workshop personnel and transport department and providing accurate and regular feedback to customers on the progress of their order.
  • Process of service contracts in conjunction with machine orders. Active follow up of equipment sold without service contracts.
  • Completing all administrative duties and support Strategic Account and Regional Sales team with all administrative requirements to ensure smooth running of all accounts.
  • Ensure customer contact strategy is followed and maintained includes regular annual contact with customer following delivery.

Responsibilities & Duties – Service

  • To effectively and efficiently answer service and break down requests from customers, considering at all times the SLA agreements in place. To allocate service / breakdown workload to the external engineers in an efficient and timely manner, considering locations and engineer travel time. Identify to RFSM’s, items that are likely to cause an overload of work and plan accordingly.
  • Work closely with the RFSM to ensure that estimates are turned around in a timely manner and chased with customers, actively seeking chargeable opportunities and ensuring their timely completion with engineers to achieve monthly financial targets.
  • To manage the lifecycle of service contracts on a monthly basis, work with customers to advise when current contracts are expiring and ultimately encourage them to renew. Actively promoting contracts to customers who do not currently have them.
  • To accurately process completed work through to invoice on a daily basis, and handle any customer queries relating to this invoicing in a timely manner with particular emphasis on month end requirements.

Benefits include a competitive salary, full in house product training upon commencement of employment, development plan, perk box, company performance bonus, pension plan and 25 days holiday – plus your birthday off and a great work life balance.

Interested candidates should apply in writing to humanresources@hako.co.uk

Applications Close: 11/08/2017

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

Tel: 01788 825608.

Mobile Service Engineer – North London - (Salary: Competitive) view

Hako Machines Ltd are Europe’s leading manufacturer of industrial floor cleaning and grounds/winter maintenance equipment. We’re recruiting for the position of Mobile Service Engineer located in North London.

If you are passionate about delivering first class customer service, are tenacious and focussed on finding solutions, then Hako Machines is for you. The role is rewarding and varied and you will be part of a brilliant, supportive national team, if this sounds like you, then please get in contact as we would love you to join us!

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 and would be ideally trained to City and Guilds standards with ideally, previous experience in the cleaning equipment or similarly related industry.

A full clean driving licence is desired.

Benefits include a competitive salary, full in house product training upon commencement of employment, development plan, use of a company vehicle, fuel card, perk box, company performance bonus, pension plan and 25 days holiday – plus your birthday off and a great work life balance.

Interested candidates should apply in writing to humanresources@hako.co.uk

Applications Close: 11/08/2017

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

Tel: 01788 825608.

www.hako.co.uk

Hako Machines Ltd is an equal opportunities employer.

Agencies need not apply