We sat down with Greg, our Service Manager at Temple Knight to find out more about his role and the daily running of the service department.
What does your role as Service Manager involve?
My role is to manage the Field Service Team (our engineers around the country) within the service department. I am mainly based at Temple Knight HQ where I manage the scheduling of our engineers to attend customer sites for servicing and repairs.
I also attend service call outs for specialist machines, where I can still put my 16+ years of printer industry experience to good use!
What does an average day of running the service department consist of?
I begin my day by booking in the worksheet (job/call out details) from the previous day. This allows us to run the reports for our customers and see what further action is required, if any. I then liaise with the purchasing department for any parts that are due to arrive into the warehouse so I can schedule our engineers to return to customer sites to fit.
I book in any service calls from new and existing customers for repairs and installations of machines. I also arrange for any printer parts to be shipped out to our engineers for the following day’s repairs. Our engineers are based around the country, so we’re able to service customers across the South of England.
Throughout the day, when our engineers are finished at a customer’s site they send over their reports. This shows the work completed and if any further action is required.
I am also on hand to assist with any technical help for customers and our engineers.
What do you enjoy most about your role?
The most enjoyable part of my role as Service Manager is working with our team of engineers helping to solve tricky machine issues. No two days are the same and it’s a continuous learning journey with diagnosing and repairing machines.