For the benefit of our new staff members we have been introducing a department each month in the staff newsletter. This month we will focus on the After Sales Service Department who are based on the ground floor at Unit 1, Dominion Way:
Tony Bulled – After Sales Service Supervisor I am the After Sales Service Supervisor and re-joined ETI in 2018 having previously worked for ETI from 1997 for 9 years. Since re-joining the company my goal has been to try and streamline the way the Service Department runs by incorporating processes learned and integrating these ideas into our new area in unit 1. I was asked to design the layout for our new room in 2018 and since moving in 2019, the new flow system has proved very successful helping us to offer great customer service. I oversee the day to day running of the After Sales Service department, ensuring our customers receive a fast and efficient service and that any outstanding orders are meeting our quoted turnaround times. My team and I work closely with many other areas of the business including calibration, production, and despatch. I also co-ordinate the van run service which is based at unit 1 and collects and drops off to all buildings within the business at set times within the working day.
Darren Norman – After Sales Service Coordinator I have been working for ETI since August 2019 and I'm currently an Aftersales Service and Despatch Assistant. This involves checking customer service and repair orders to make sure details are correct and getting any errors corrected before being despatched. Other tasks include transferring stock in/out and stock management, answering customer questions when phone calls come through and making tea and coffee! I am also responsible for the van run which happens 3 times daily. The van runs transport stock between the four ETI sites and the various departments within them so knowing who works where is a great advantage. This also gives me an insight as to what goes on at each site and the various functions performed at each one.
Jamie Hutchins – After Sales Service Coordinator I have been with ETI for 11 years this year having started in production calibration, then moving into the UKAS laboratory at Riverside a year later. I then moved to service on a part time basis to provide cover which led to me staying in the department full time ever since. My main role is to receive returns from customers for either repair or calibration and to ascertain what work is required before handing the goods to the next stage of the flow system we operate for order entry. I also work closely with sales regarding customer returns that require credit or exchange. Another part of my role is to contact customers to obtain the correct paperwork i.e. purchase orders to proceed with the work they may require. Part of working in after sales is being able to work in all areas of the department so from time to time, I provide holiday relief in areas such as repairs and to the van run service we operate from our site.
Alan Romaine - After Sales Service Coordinator I have been with the ETI service department for nearly three years, having moved from despatch in 2018. My primary role within the department is to repair and service our customer’s instruments. As we manufacture many of our products, we are able to repair them fairly easily should they develop a fault. I work closely with the fault finding teams at Riverside and Unit 1, who assist with diagnosing and rectifying complex faults, as well as the stores and purchasing teams to manage our parts stock. Additionally, I support other members of the team during holiday absences. This includes assessing customer’s instruments, raising orders and proforma invoices, final inspecting and despatching orders. I also answer customer queries by email and over the phone. In the coming weeks, I will be transitioning over to a new role in the calibration lab here at Unit 1, although I will still be working in close proximity to the Service team.