Rachel Webber, Express Vending Ltd
Rachel Webber joined Express vending in September 2017 as part of our Service Graduate scheme, after successfully completing a year of training Rachel assumed the role of Area Service Manager. Rachel manages a team of engineers who deliver exceptional service to over 500 customers with a machine base of over 2000 units. Her team deliver 90% 4-hour response and a fantastic 90% first time fix.
Since taking on the role of Area Service Manager Rachel has dedicated herself to both the development of her engineering team and to delivering exceptional customer service to her client base.
Area Service Manager Position
To manage a team of field-based service engineers. The Area Service Manager will have solid decision-making abilities and the ability to multi-task effectively. In delegation, the Area Service Manager is responsible for checking on the quality, progress, and outcome of the work carried out by the team. The Area Service Manager will be a team player, be professional and positive, use integrity & initiative, be able to communicate / present information effectively and motivate self and team. The Area Service Manager will lead by example The Area Service Manager will be familiar with the normal office programmes, i.e. Excel, Word, Outlook, PowerPoint etc. along with in house software. The Area Service Manager will look for ways to help develop the business.
Essential duties and responsibilities:
To provide a high level of service to all our customers and actively contribute to the overall improvement of the business.
Asses additional training needs arrange external training if required.
Completing team-related paperwork.
Manage engineers’ holiday entitlement / holiday allocation; ensure that adequate holiday / absence cover is in place.
Maintain agreed service level targets.
Produce weekly reports for the Head of Technical.
Organize and chair fortnightly team meetings.
Arrange 1 to 1 meetings with engineers to discuss any issues arising and review / appraise performance.
Attend monthly meetings with members of Senior Management Team as required and report on matters pertinent to their role within the Management Team.
Attend manufacturer meetings with Senior Management Team.
Actively support all other Area Service Managers in reaching their targets.
Continually review multiple fault equipment and ensure that any machine that displays persistent breakdowns is given the highest priority regarding repair.
To form and maintain a close working relationship with colleagues, in own and other departments, and clients with a view to providing the best possible service to our clients.
To attend various Training Courses to assist you to maintain the highest standard of workmanship.
Willing and able to work on your own initiative.
Always Maintain good customer relations by adopting a pleasant manner. Adhere to customer procedures e.g. entry/exit from premises & Health & Safety Policies where appropriate.
Be aware of any potential cases of customer dissatisfaction and take appropriate action to avoid the potential becoming actual dissatisfaction.
Deal with any complaints in an appropriate manner and ensure that they are addressed as quickly as possible reporting incidents of customer dissatisfaction to your line manager.
Ensure that all relevant company documentation is fully completed and returned to your Line Manager as requested each week and month to Head Office on time.
Maintain your vehicle in a road worthy condition in accordance with Company procedures. Ensure that your vehicle is kept clean and tidy both inside and out.
Ensure that your personal appearance is kept to the standard required by the Company. It is expected that a business suit will always be worn other than when it is known that this would be inappropriate.
Ensure that you comply with all Company and Statutory regulations regarding Health and Safety. To make yourself aware and observe all relevant health and safety rules and procedures on customer sites.
Ensure that the Head of Technical is kept fully informed of any issues, either customer or staff related.
Use computer or IT equipment proficiently.
Always Drive carefully and considerately.
Rachel worked closely with a client she looks after at Baxter Storey and was instrumental in the planning to relocate and install 2 machines within 48 Hours to meet with their requirements.
‘Thank you Rachel’
Account Manager, Baxter Storey
Rachel has multiple examples of great relationships with her clients and goes above and beyond to empower and upskill her clients. The below is one example displaying gratitude following Rachel supporting a client’s desire to use their media screens and upload messages with short notice and complex requirements. Rachel liaised with the manufacturers and communicated with the client to ensure their needs were met.
‘Thank you all for all your help with this.
Just to let you know that I did as how you had suggested and it worked! Good trick!’
Atrium Underwriters Ltd
Rachel is self-motivated, always looking for ways to improve the service to our customers with new ideas and actions, for example Amazon Rugeley were experiencing ongoing issues with their Canto machines which were an off patch customer, Rachel took ownership of the issues and communicated this to Evoca so that they could attend site. Rachel also organised for the machines to be returned to Express Vending for a full investigation by Evoca. The impact to the client was that this restored their trust in Express Vending and now the machines have been returned to site fully working.
Rachel always supports her fellow colleagues by taking on their workload when out of the office and assist the engineers with all enquires as back up. Rachel has proven time after time she is a true leader.
As a Senior Account Manager at Express Vending, I would like to express my recommendation for Rachel Webber to be considered for the Best Area Manager Award.
Within my three years of working closely with Rachel she has always shown the upmost professionalism, desire to achieve, and excellent customer service to Express Vending and our customers. Whilst working on several different projects and customer sites, Rachel has used remarkable creativity and organisation to utilise the skills that lay within her team to solve a multitude of problems and issues.
I can carry out my own role knowing that the support of Rachel and her team will always be on hand quickly to rectify issues and provide outstanding service to myself and our customers. This allows all CRM Account Managers as well as myself to excel in our own field with the backing of Rachel and her team.
Senior Account Manager
Customer Relations Manager
Referring to an additional tools request from her team that isn’t supplied as standard by the company
‘It’s lovely to have a Service Manager so on the ball! We only have to ask once and it’s done. ‘Thanks again’
An Engineer who reports into Rachel
Nomination by Michael English
“I know that as Rachel’s manager I can rely on her do the right thing for Express Vending and more importantly our customers, her passion to support her team and deliver exceptional service is by far second to none.
I have absolutely no hesitation in recommending Rachel for Area Manager of the Year at the 2020 AVA Awards.”
Michael English – Head of Technical Services