KBzine: the original kitchen and bathroom industry e-news - since 2002
21st July 2017
We strongly recommend viewing KBzine full size in your web browser. Click our masthead above to visit our website version.
BSH appoints two new regional service managers
BSH's growing sales mean that its Customer Service constantly needs to adapt to continue to provide award-winning support for the organisation's brands (Bosch, NEFF, Siemens and Gaggenau).
In Spring 2016, the existing 12 teams of Field Service Engineers were expanded to 14, which would be too many engineers for one UK-wide service manager to effectively co-ordinate.
Therefore, two new regional service managers, Alan Walls, responsible for the North, (main pic) and Andy Kent, responsible for the South, (pictured below right) have been appointed.
Both Alan and Andy are former experienced area service managers who have been promoted internally into their new roles. Each regional service manager will manage seven area service managers.
Alan Walls comments: "Our appliances come with a reputation for quality. Customers know they are buying leading German brands and that means that there is a higher expectation for both the product and customer service. However, even if a repair is needed, we always try to match these expectations with good organisation and efficiency in our service."
Andy Kent explains: "By managing a smaller number of teams we will be closer to the issues which affect our regions. Some challenges in field service are localised, so we will be able to solve these in more detail for better results."
In addition Andy Kent will cover the team of engineers dedicated to the Gaggenau brand. Gaggenau customers expect high quality service as a luxury brand, amplifying further the service expectation. This is why it is important BSH meets the challenge.
20th May 2016