Field Service Technician

About Franke

We, the Franke company with its three divisions, are a world's leading supplier of products and services for domestic kitchens, the professional foodservice systems and the convenience store sector as well as for professional coffee making. With around 60 companies, we are at home on five continents. Over 8,000 employees constantly take on new perspectives to identify opportunities and turn them into inspiring, innovative solutions for tomorrow’s demands.

The Franke Home Solutions division is the world’s leading provider of smart systems for domestic kitchens. Drawing on a long history of reliability and expertise, we help our partners enhance their businesses and provide outstanding kitchen and cooking experiences to our consumers by offering complete solutions for food preparation and cooking.

About the job

• Responding to consumer service requests in the field through assessing, repairing or replacing boiling water taps and waste disposal units in the end-users home or in 3rd party studio displays.

• Delivery of training on our product range to the team or 3rd party partners/ service center franchisees

Your tasks

• To maintain day-to-day contact and carry out duties scheduled by the Consumer Care Team Leader
• To provide a professional and efficient in-home testing and repair service for Franke and Carron Phoenix customers
• To assess and report on defects in the product range
• To oversee and report the needs of additional technical documentation to support the Product Management team
• To develop the technical training sessions in the markets and to service centres
• To provide service technical support and deliveries before launching new products
• To provide escalation management for service interventions
• To provide ‘intensive care’ service interventions for customers when required
• Other duties as required by Team leader or the Customer Service Manager

Requirements

Education and qualifications:

• Technical qualification in either electrics or plumbing
• PC literate with a working knowledge of Microsoft Office applications
• Clean driving licence

Experience: 

• Technical experience of working in a field-based service role, including testing and repair of plumbing and electrics
• Experience of working in a fast paced, customer focused role
• Experience of delivering technical training
• Experience of defect assessment & reporting
• Experience of using business operating systems e.g. SAP, CRM an advantage

Other Skills

• Demonstrably strong written and verbal communication skills
• Demonstrable focus on results - making sure that things get done
• Demonstrable understanding of the market & service requirements
• Ability to execute fast accurate and professional results handling multiple tasks and assignments.
• The ability to maintain a professional and pleasant demeanour at all times, even when dealing with customer conflict.
• Demonstrable, strong customer service focus
• Excellent time management skills
• Strong sense of ownership

Availability : Flexibility to travel - this is a field based role within a service area around south east including London and surrounding areas

What we offer you

• Collaborate with a talented and supportive team.
• Opportunity to make a significant impact on our brand’s growth and success.
• Showcase and promote cutting-edge kitchen products that combine style and practicality.
• LinkedIn Learning Access: Expand your skills with a vast library of online courses at your fingertips.
• Employee Benefits Platform: Enjoy exclusive perks and discounts through our comprehensive benefits platform Pluxee.
• Pension Scheme: Secure your future with our pension scheme, featuring a 6% employer contribution and a 1% employee contribution.
• Employee Assistance Programme (EAP): Access confidential support and resources for both personal and professional challenges.
• Private Online GP: Get medical advice and consultations from the comfort of your home with our private online GP service.