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Customer Support: 01788 825602

Parts: 01788 825606

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

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Careers

Within the cleaning sector, there are always exciting career possibilities opening. To work for such a reputable and professional company as Hako, make sure you visit this page often for current and new positions available with us!


National Field Service Manager view

Job Title: National Field Service Manager
Reporting to: Managing Director
Direct reports: Master & Service Technicians

Job Purpose:
Critical involvement and ownership of all aspects of the service delivery and commercial management of the UK service operation working at a fast pace and action focussed.

To offer clear leadership to the service 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.

To significantly grow the revenue stream of the Service business of HML by working with the MD and wider Senior and Leadership Team to develop new service offerings and ensuring that we have the correct skill sets, supply lines and marketing strategies in place to deliver these offerings.

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.

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 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 performance of field service delivery to our customer base in conjunction with the CST work profiling
  • To ensure that all KPI commitments externally agreed are met and liaise with Customer Support Manager regarding internal KPIs
  • Ensure that all contracts are operating profitably and take appropriate action to correct underperforming contracts in conjunction with the MD and sales divisions
  • Act as the primary point of escalation for dealing with customer issues related to the work of the service team. Minimize negative situations and deal with customer inquiries in a cost-effective, positive manner
  • Successful driving the delivery of agreed annual revenue and margin targets – these will increase year on year at a minimum of 10% growth rate from previous year targets
  • Work with the MD and the Leadership Team to develop and drive implementation of new service offerings
  • Ensure that the correct skill sets exist within the team to deliver the new service offering, work with the Technical team to set training programmes to increase knowledge and team skill set – review this annually and at the quarterly face to face 121’s with the team
  • Work with the MD to develop and implement and drive strategies for the service organisation to become ‘stand alone’ in terms of revenue and margin generation
  • Develop the customer focus and soft customer skills of the field service team to significantly improve the customer experience of HML as a service organisation – review at the 121’s and assess individual progress/performance
  • Agree a 3-year rolling plan with the MD for the development and growth of the UK service organisation and drive to significantly increase revenue generation
  • Required to attend quarterly review meeting with agreed key customers to ensure SLA adherence and consistent exceptional customer service and aftersales relations. Considering at all times the longevity of the contracts and possible further opportunities – sales and after sales. Ensure meetings are noted and relevant departments are provided with a copy to ensure allocated actions are completed
  • Would be around pricing for service – taking ownership and responsibility of and ensuring competitive in the market
  • Parts supply – working with procurement suggesting methods to reduce costs or improve supply of consumable items (oil etc) and parts / battery supply
  • Working with procurement supporting them in negotiating deals to improve the services for our Engineers, including but not limited to – battery disposal, UPS overnight, Andrew Page, etc.
  • Use of Work Books & quotation system (for service quotations) All appointments to be diarised and notes detailed to ensure relevant ASE is aware of discussions
  • Attendance at forecast meeting – forecasting of service revenue numbers and highlighting any concerns with regards to achievement of forecasted numbers.
  • Remain up-to-date with all competitor product and service developments
  • Take responsibility for understanding and agreeing action plan for own development needs
  • Continually promote customer focus to the service and wider organization and promote the service organization to the wider business working with the Marketing team
  • 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)

Education & Training

  • Understanding of key engineering principles
  • Good Maths and English skills

Skills & Experience

  • At least 5 years field service management experience with a proven track record and evidence of growth and high performance in previous roles
  • Substantial customer relationship management experience
  • At least 5 years in customer focused role

Interpersonal & Behavioural Skills – (To include core competencies)

  • Development potential – To have the potential to move a minimum of one further level in the organisation
  • Customer centricity – Must have the ability to proactively 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.

Desirable/Advantageous

Education & Training

  • Educated to degree level or equivalent

Skills & Experience

  • Good working knowledge of Microsoft Office suite of programmes
  • Substantial customer relationship management experience
  • At least 3 years commercial management experience within a service contract management environment

Other

  • Display the Company’s Core Values – Professional, Dependable and Adaptable and drive positive behaviours within the wider HML team at all times

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


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.
Field Service Engineer view

Job Title: Field Service Engineer
Reporting to: Regional Field 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 suite of programmes and good working knowledge of SAP
  • Substantial customer relationship management experience

Other

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

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


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.
Product Demonstrator & Installer (Wakefield or Crick Depot) view

Job Title: Product Demonstrator & Installer (Wakefield or Crick Depot)
Reporting to: Demonstrator Supervisor
Direct reports: None

Main purpose of the role:

To work as an intrinsic part of the UK Sales organisation ensuring the effective demonstration, training and delivery of the full range of Hako equipment to all customers both internally and externally.

Key Responsibilities:

  • 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;
  • Ensure the efficient and timely attendance of arranged deliveries, training sessions and demonstrations.
  • Responsible for continually reviewing your weekly workload, monitoring your own time to check all equipment is prepared correctly, assisting the Machine Preparation Operative with equipment preparation when necessary.
  • Accountable for ensuring all machines have been prepped correctly:
    • All battery powered machines must be fully charged prior to leaving site.
    • LPG powered machines must have a full gas bottle and there should be a spare full gas bottle on the delivery vehicle.
    • You must ensure diesel machines have enough fuel to ensure it can operate for as long is required on site.
    •  Ensuring the machine arrives on site with the correct range of pads and brushes as instructed by the salesperson.
    •  Ensure that the equipment is prepped and in a clean ‘as new’ condition before leaving site.
  • Accountable for ensuring equipment is returned to site, unloaded, cleaned and returned to site demo stock area.
  • Accountable for reporting any equipment faults / damage noted during demonstrations to the Line Manager.
  • Responsible for carrying out vehicle / trailer checks and rectify issues in conjunction with your Line Manager.
  • The machine demonstration is to be carried out as directed by the relevant salesperson, ie focusing on the key requirements for that particular site.
  • Ensure professional and clean appearance at all times in line with the company’s corporate image.
  • 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;
  • Take responsibility for your ‘CPD’ training (minimum 7 hours per year) and ensure that it is appropriately maintained in order to drive the vehicles required in your line of duties.
  • Take responsibility for ensuring accurate Tacho recording are kept. Tacho cards must be downloaded on a weekly basis.
  •  Responsible for completing weekly time-sheets, vehicle check sheets and processing of receipts in line with internal reporting processes.
  • Responsible for ensuring Demonstration Stock is adequately maintained and any additional stock requirements / damaged stock replacements is requested via your Line Manager to ensure the Demonstration stock on SAP is up-dated.

Personal Profile:

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

Education & Training

  • Good Maths and English skills (min ‘O’ level or equivalent)
  • Within 30-minute commuting distance from Crick or Wakefield Office.

Skills & Experience

Ability to organise and manage work load, competently dealing with both peaks and troughs.

  • Good communication skills can relay relevant information without being prompted.
  • Ability to undertake training and understand the technical aspects of cleaning equipment.

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
  • 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.

Desirable/Advantageous

Education & Training

  • Educated to minimum of ‘A’ level or equivalent;
  • ‘CPD’ training.
  • Ability to drive / tow trailers.
  • Ability to drive Class 2 or above
  • For the right candidate Hako Machines would offer full training and support in obtaining towing and HGV qualifications to assist in a long term career at Hako Machines.

Skills & Experience

  • Good working knowledge of MS Office suite of programmes
  • Technical/engineering background especially in the cleaning machine industry or FLT industry
  • At least 2 years’ demonstration experience, probably in an FMCG or manufacturing sector;

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

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


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.

 

 

Hako careers benefits infograpgic

At Hako we pride ourselves on being a great organisation to work for. We want you to be part of our team’s long term vision and success.
We believe that success can only come from a high performance culture, with everyone pulling in the same direction and buying into the same values. We expect a lot from you: in return, you can expect a lot from us. We offer a generous benefits package that rewards dedication and hardwork.

  • 4-week induction programme to help you settle in
  • 25 days holiday allowance + plus a ‘birthday holiday’*
  • Hako Group Personal Pension Scheme
  • Everyday Healthcare Paycare – claim money back for a range of everyday healthcare costs, including: Dentist (Private or NHS), Opticians, Chiropody, Health Screening and more.**
  • Long service awards from 5 years’ service at milestones
  • Introduction incentive if you introduce a new starter to Hako
  • In-house and external training. Hako encourage you to seek out relevant training courses from HR, technical, procurement to marketing and leadership courses).
  • Health and wellbeing programme including free flu vaccine

*(extra day can be taken within 7 days of your birthday

**after you pass your 6 months’ probation

 

If this sounds like the kind of place you want to work, take a look at our current vacancies!

 

 








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