We empower our service engineers.
Running a team of engineers, however large or small, can have its limitations. Large companies have longer lines of communication and take decision making away from the front-line engineers. Typically, their engineer is responding to jobs issue to them through a tablet which they must report back through to order parts or request assistance which takes time and reduces flexibility.
We actively remove barriers for our engineers, they decide in which order their work should be done based upon priorities and then communicate directly with the customer. They order their own parts directly and have a company credit cards to purchase them locally if required. This speeds things up providing our engineers with full visibility and accountability for the repair from start to finish. Before he leaves site we will email you the job sheet, the invoice and an estimate for any further repairs required cutting down your workload. Does it work? The uptime across our fleet is 99% so we must be doing something right.