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

Customer Support Manager - (Salary: Competitive) view
Job Title: Customer Services Manager
Reporting to: Interim Managing Director (mat cover)
Direct reports: Customer Support team (x8) including 2 T/L

Job Purpose:
The day-to-day supervision of the Customer Support team to ensure that revenue and margin targets are met along with managing and exceeding customer expectations, promoting verbal communication as the standard and preferred communication method

To offer clear leadership to the Customer Support team and to continually develop the sales and 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

Take responsibility as the first point of contact for any customer complaints/queries, investigate and work with the divisional leaders to resolve in a prompt manner and following the company’s complaints procedure. If required escalate as appropriate

Lead by example – demonstrate high standard of customer service, this role requires you to sit day to day with the team, coaching and mentoring, encouraging proactive phone work to maximise every inbound and outbound call

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

  • Day-to-day responsibility for all reports – management of their development and performance
  • The role requires daily collaboration with the sales team, demo and install team, service, finance and parts team across all levels within the business
  • This role may require your attendance at key customer review meetings
  • This role will require the ability to deal across functions, from shop floor personnel through to senior managers
  • Decisions made in this role will have a significant impact on Hako’s professional standing
  • Operates within agreed business / strategic objectives
Key Responsibilities
  • Offer ‘leading by example’ leadership to the Customer Support team, ensuring they are operating to the highest professional and ethical standards at all times, focusing on the development of customer centricity to ensure customer satisfaction
  • Working with the team ensure and promote that the first line of communication is phone not written correspondence
  • In conjunction with other business managers work across functions with other members of that team to ensure HML maximises revenue and margin opportunities
  • Ensure service contract paperwork is consistently updated to meet customer demands and all service visits / breakdown calls outs are attended in line with contracts
  • Ensure that the machine sales process and customer contact is delivered in line with business and customer needs clearly, concisely and with accuracy
  • Ensure customer contract strategy is adhered to and that CRM is maintained and continuously strive to make improvements
  • Work with stock / procurement to ensure stock levels are meeting business / customer expectations and actively seek alternative supply methods when usual avenues are not – represent the CS team at the weekly forecast meetings
  • Undertake any necessary actions to facilitate the smooth day-to-day running of the Customer Support team such as timely reporting, performance management and discipline as required
  • Ensure that on-going development of team members through coaching, constructive feedback, and identifying ongoing development/training needs. 1:1’s to be undertaken in line with company requirements – maintain the training matrix / development plans
  • Working with the sales team, take an active approach to contract renewals, parts sales to ensure relevant revenue targets are met / exceeded
  • Integrate with all members of the Senior Management team in day to day role to promote the highest standards of work ethic and continuous improvement
Personal Profile

 

  Essential

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

Desirable/Advantageous

 

Education & Training

 

·         Good Maths and English skills ·         Proven and successful track record in a customer service center environment

·         Experience in coaching telephony work

Skills & Experience

 

·         At least 1 years’ experience in a Customer Services role with direct man management responsibility

·         Superb verbal communication and interpersonal skills

·         Experience of dealing with senior and sometimes challenging individuals

·         Good working knowledge of MS Office suite of programmes

·         Working knowledge of SAP / CRM ideal

 

Interpersonal & Behavioural Skills

(To include core competencies)

·   Adds value as both an individual contributor and active team member

·  Ability to build rapport quickly with key members of the team

·   Drive – fully focused on delivering

·  Personal impact – perceived as an energetic individual who will deliver, by both the customer and the rest of the Hako team

·  Tenacity – will always strive to achieve goals irrespective of the perceived size and extent of obstacles.   Is willing to take risks

·  Display the Company’s Core Competencies and behaviours at all times – Adaptable, Flexible and Dependable

·   A professional and commercial approach, with the ability to deliver high levels of customer satisfaction

·  Has the potential to move a minimum of one further level in the company

 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.

 

Workshop engineer - (Salary: Competitive ) view

Reporting to: Workshop Manager
Direct reports:
None

Job Purpose: To Maintain, repair, service and modify the company’s current product range. Assisting 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 must have a PDI Form upon completion. 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 manager whenever help or advice is required.
  • To report to your 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 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.

  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

 

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

·      Knowledge/previous experience in using diagnostic equipment.

·      Knowledge of hydraulic systems.

 

·         Good working knowledge of MS Office suite of programmes

·         Good working knowledge of SAP

 

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 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 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

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.

Area Sales Executive – Yorkshire - (Salary: Competitive) view

Job title: Area Sales Executive – Yorkshire
Reporting to:
Regional Sales Manager – North
Direct reports:
None

Main Purpose of the role:
To grow margin and revenue within a designated geographical territory to ensure that annual sales plans are delivered. This will be achieved through selling all Hako products and service offerings. All activity to take place within an annual structured territory plan.

Nature and scope (including impact of decision-making):
• Day-to-day responsibility for all direct customers within designated region and the servicing of end-user sites for key and strategic accounts as defined by the UK Sales Director.

• Minimum revenue responsibility of £512,500 (subject to annual revision)

• The role may require extensive UK travel or regular nights away from home.

• Operates within agreed territory plan under the daily supervision of a Regional Sales Manager.

• This role will require the ability to deal across functions, from shop floor personnel through to senior managers and decision makers within the customer organisation.

• Decisions made in this role will have a significant impact on Hako’s professional standing within the defined customer base.

 

Key Responsibilities:

  • To operate at the highest professional and ethical standards at all times
  • Delivery of agreed annual revenue and margin targets
  • The setting and agreeing of annual revenue targets with the UK Sales Director
  • Maximise Hako’s potential revenue by ensuring all product and service options are considered.
  • Maintain a strong knowledge of all Hako products and services
  • Maintain a strong knowledge of all competitor products and service offerings and all key benefits that distinguish Hako from those competitor products and services;
  • To give professional on-site support to the key and strategic accounts as requested by the Sales Director;
  • To develop an in-depth understanding of the designated territory and all likely current and future sales potential;
  • Proactively identify and develop total solutions for currently unrecognized needs within the local customer base and market sectors;
  • Stay up-to-date with all local market/competitor and industry developments and ensure that the senior management team are briefed on their likely impact;
  • To operate at all times within the Company’s policies and procedures and to ensure that decision-making, both commercial and tactical, is made at the correct level;
  • Ensure the full utilisation of all available sales tools and to comply with required reporting policies and procedures at all times;
  • Take responsibility for understanding and agreeing action plan for own development needs;
  • Offer leadership in developing customer focus for other non-customer facing colleagues.
  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’ selling experience, probably in an FMCG or manufacturing sector;

 

· Good working knowledge of MS Office suite of programmes

· Good working knowledge of CRM system

Interpersonal & Behavioural Skills

(To include core competencies)

·  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 an energetic individual who will deliver, 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.   Is willing to take risks.

 

 

Other

·Has the potential to move a minimum of one further level in 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.

 

 

Mobile Service Engineer - (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.

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

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