Service Technician - North West
Winterhalter is seeking experienced service technicians to join our team striving to deliver ‘Best in Class’ service to our valued customers.
In particular, we are interested in identifying new technicians based in the North West of the UK.
The role is generally independent but is supported by a Regional Operations Manager and an allocation team to schedule daily calls. Operating with the use of Company van (with reasonable private use) including fuel card, laptop, and mobile phone. In addition to your standard 40-hour working week, you will also be required to work 12 Saturdays and 12 Sundays each calendar year. These weekend shifts are scheduled in advance and set out within a published rota.
Our service division is a customer-facing function in a very demanding industry; dealing with some of the leading restaurants in the UK as well as a variety of casual dining chains, hotels, educational establishments, hospitals, government buildings, and offices. Winterhalter’s growth agenda is reliant on the continuous improvement of our service offering to strengthen customer engagement and win new business. This role demands high standards of customer engagement to deliver commercially focused service to support the success of Winterhalter & Classeq brands and our valued customers in line with agreed service levels and targets.
Main accountabilities
Responsible for installation, service, and repair of commercial warewashing equipment such as under-counter, pass-through, and rack conveyor dishwashers. The goal is to drive service success that improves customer satisfaction, maximizes customer retention, increases profitability, and provides exemplary standards of service and customer support during field visits.
Day to day activities:
Manage all on-site installation, diagnosis, repairs, and maintenance
Diagnose errors and technical problems and determine appropriate solutions
Produce timely and detailed service reports
Document processes and follow company standard procedures and protocols
Collaborate with the technical team and share information across the organisation
Evaluate customer requirements and make appropriate recommendations
Taking ownership and responsibility for the delivery of the agreed goals and targets:
Response times
First-time fix
Customer satisfaction
Stock management
Productivity
Effective teamwork
Skill & experience required:
As technicians you will be working with single and 3 phase equipment - electrical competence is essential
Excellent written and verbal communication
Strong analytical and problem-solving skills
Ability to troubleshoot, test, repair, and service technical equipment
Excellent organisation and computer skills
Familiarity with mobile tools and apps
Proven field service experience
Direct experience in the warewash and/or catering industry is highly desirable
The ideal person to suit this role:
Able to manage time and work under pressure to tight deadlines
Able to manage the demands of numerous tasks
Ability to adapt quickly in a rapidly changing environment
Keen for new experiences, responsibility, and accountability
Capability to coach customers in the effective use and maintenance of equipment
Reliable, tolerant and determined
Self-driven, positive outlook, clear focus and an empathic communicator, able to see things from the other person's point of view
Willing to undertake further training to fulfill the requirements of the role
Pays great attention to H&S protocols
Is diligent in complying with reporting requirements
Hours of work & benefits
Core hours: 40 hours per week, Monday to Friday, plus 12 Saturdays and 12 per calendar year based on a rota
Competitive salary and potential for overtime
Company van (with use privately) including fuel card
Comprehensive and ongoing training
33 days annual leave - including bank holidays (increasing with length of service)
Pension & Life Assurance
Employee assistance plan and discount scheme
Salary Sacrifice - Electrical Car Scheme
*Winterhalter is an Equal Opportunities employer*