Serviceline has appointed a new managing director after undertaking a review and reorganisation of its back-office operations, and has already made changes to improve customer service.
Duncan Grocott, who joined the group as service director last year, will now lead the company’s further investment and growth strategy in driving forward its service support for the catering and hospitality industries.
Following the appointment, the business priority is very much centred upon a clear focus to improve customer support, it said. A new Serviceline contact centre has already been introduced designed to enhance service delivery and speeding up the response times to customers contacting Serviceline by phone and email.
Additionally, engineers have been realigned into more locally based service groups to ensure that those who visit site can respond more quickly with prior knowledge and experience of the equipment portfolio.
Grocott said: “The marketplace is changing. Customers have increasing expectations on our ability to respond promptly and achieve a first-time fix. Likewise, our ability to understand customer needs and adapt our offering is essential. Put simply, customers look to Serviceline for asset performance and assurance, enabling the customer to get on with what they do best. Serviceline is well positioned to deliver this with the experience, expertise and reputation of our engineers, support staff and management team, acquired over several decades.
“Our future growth will be underpinned by our ability to provide service excellence. Working in partnership with our customers, our aim is clear; to deliver complete and quality maintenance, installation and asset care programs in conjunction with proven response and flexibility to provide engineering support & ancillary services as required by our clients.”
Grocott moves into the role with a wealth of experience within the service industry and Serviceline, following his previous position at the group. This followed four years as VP for Service at Caljan Rite-Hite, a 24/7 service operation within the postal and logistic sectors.
His experience includes 14 years running a number of service operations within the materials handling, packaging and medical imaging industries.
Speaking about his appointment Grocott commented: “As a pure service business, service is what we do! It isn’t a bolt on to a wider product offering. Our strength lies in our ability to harness an extensive national team of directly employed engineers and specialists to provide support for a wide range of catering and refrigeration equipment, regardless of manufacturer.”
Meanwhile, AFE Group Ltd CEO, Tim Smith stated: “Duncan has demonstrated a strong appreciation of the service issues faced within the business and is committed to spearheading Serviceline forwards. He will work very closely with Graham Skinner, Sales & Marketing Director and Linda Scothorn, HR & Administration Director as the key Serviceline board personnel.”