We are recruiting Field Engineers in the following Postcodes:

East Midlands – NG, PE

South-West – TA, EX, TQ, PL

To join a team of dedicated service engineers and sales representatives in offering a wide range of equipment and services to our care and nursing home customers.

MAIN RESPONSIBILITIES

• Carry out planned and preventative maintenance, LOLER inspections, and other service activities on Harvest Healthcare’s range of products as well as on competitors’ products covered by Harvest Healthcare’s service contracts. This requires you to follow logical and systematic steps to test equipment and diagnose any potential or existing faults while working in a Safe and Cost-effective manner.
• Actively promote and fulfill Harvest Healthcare’s Preventive Maintenance offer.
• Recommend repairs and improvements to the customer and provide quotations on prospective work such as replacement of wear and tear parts to avoid breakdowns between service visits and upgrades to improve the functionality of the equipment.
• Work in close cooperation with the sales force so that potential sales opportunities and leads outside of your scope can be captured and managed internally.
• To develop full knowledge of Harvest Healthcare’s products. You also keep up to date with the care home equipment developments and our competitors’ product and service offers.
• Responsible to maintain the company vehicle, its stock, and tools as well as your company phone, tablet/laptop in good working order.
• Responsible for accurate timesheet reporting, correctly detailing job numbers, recording travel time, tagging and labelling equipment, etc.
• Provide out-of-hours cover on a call-out rota.

CANDIDATE PROFILE

• As a Harvest Healthcare representative, you will act courteously and professionally at all times.
• You are responsible, reliable, punctual, and trustworthy
• You are experienced in following Health and Safety guidelines and are experienced in making appropriate Risk Assessments and you ensure that you work safely.
• Strong customer focus; passionate about customers and the service you provide as a Harvest Healthcare Engineer.
• Results orientated, you aim to carry out work to a high standard within the allocated time and costs.
• You are diligent and have keen attention to detail. Your work is precise, and your documentation is detailed and accurately records the required information.
• You show initiative and a “Can Do” attitude to problem-solving and maximise your First Time-Right.
• Able to identify and develop new ways of working.
• Eager to learn and develop new skills both in technical and commercial-related matters.
• Trained and experienced in carrying out LOLER tests on Care Home or similar equipment is essential.
• Able and willing to stay away overnight to cover more remote work to maximise time on site and reduce travel time in own area and when working in other engineers’ areas.
• Formal education in Electrical, Mechanical, and/or Hydraulic Engineering is preferred although a full company induction and training will be provided.
• GCSEs at C /equivalent or better would be desirable.
• Clean driving license and possession of other operating licenses e.g., Forklift operator could also be of benefit
• DBS/CRB checked to enable working in sensitive environments with vulnerable people.
• Able to work on your own, managing your time and workload accordingly.
• Able to develop good working relationships with other Harvest Healthcare Engineers and colleagues and with our customers.

Reports to Customer service manager

The purpose of the role is to:

Ensure excellent customer service and minimise costs by responding efficiently and diligently to Harvest Healthcare’s customer orders and enquiries.

PRIMARY RESPONSIBILITIES

• Carry out the directions of the Customer Services Manager and the Internal Sales Manager.
• Work effectively with Business Development Manager to deliver results.
• Provide a consistent and excellent service to customers.
• Solve queries for customers.
• Process customer orders,
• Provide customer quotes,
• Provide customers with product info.
• Deal with emails/phone calls for customer service in general,
• Communicate with distributor/dealer accounts, to identify needs/problems, and propose solutions, to help develop business/grow sales,
• Relevant data inputting into Sage and CRM,
• Manage POD’s and provide for customers on request,
• Following queries through to a conclusion,
• Liaise effectively with other departments,
• Support customer services dept with export, projects, customer portal orders and queries,

Person Specification

The person will be enthusiastic and have the personal desire to deliver outstanding customer experience whilst demonstrating the attitudes and behaviour expected by Harvest Healthcare. The person will also have a desire to take ownership to solve queries, and a desire to proactively develop business with distributor/dealer accounts.

• Strong customer focus: passionate about customers and the service we provide,
• Has gained relevant experience in a customer service or administration role,
• “Can do” attitude, decisive with the desire to make things happen,
• “Go to” person to resolve daily issues and priorities,
• Shows initiative, and proactively proposes solutions to help develop business/grow sales,
• The ability to take ownership and to be pro-active in improving efficiency and performance,
• Credible and confident with customers, suppliers, staff colleagues,
• Has a strong, confident personality with excellent communication skills,
• Is a team player who likes to engage with and support business colleagues,
• A hands-on, structured, and well organised approach, focusing on daily disciplines as well as monthly targets and deadlines,
• Diligent and has a keen attention to detail. Work is precise and avoids administrative oversights,
• Able to effectively multi-task and handle periods of high workload,
• Able to use a Sage system and a CRM system.