Great service needs great people, supported by strong systems and processes.
When you’re responsible for commercial laundry equipment or dishwashers, a breakdown can cause real disruption. Getting an experienced engineer to site quickly, with the right information, parts and technical support behind them, can make a big difference.
Good systems provide consistency and make sure people have the information they need. Good people bring experience, judgement and the personal service that customers value. At JTM Service, we believe combining the two helps us provide a faster, more reliable and consistent service.
Over more than 40 years, we’ve continually developed both. Much of what happens behind the scenes is something our customers will never see, but it can make a real difference to the service they receive.
Getting the Right Engineer to the Right Place
Responding quickly matters, and so does sending the right person for the job.
When a breakdown is reported, whether by phone, email or through a customer’s own portal, our service team logs the job in BigChange, our job management system, including details of the site, equipment and reported fault.
From there, Suzanna or Andy plans the most appropriate response, considering urgency, location, engineer availability and the skills required. We offer a same-day/next-day response, continually reviewing jobs to make the best use of the engineers available.
BigChange provides the information and tools, while our team’s experience and judgement help get the right engineer to the right place at the right time.
Better Information Helps Engineers Solve Problems
The more useful information our engineers have when they arrive on site, the better equipped they are to diagnose problems efficiently.
As soon as a job is allocated, the engineer can see the details on their tablet, along with recent service history including previous faults, engineer comments, parts used and photographs.
Instead of arriving with only a brief description of the problem, they have useful information about what’s happened before. They then add what they find, the work completed, parts used and photographs, building an increasingly useful history of the equipment we look after.
Getting Parts Where They’re Needed
Having the right parts available can make a big difference to how quickly we can get equipment back up and running.
Our engineers carry van stock tailored to the equipment they commonly work on. When a part is used, it’s recorded on their tablet, updating their van stock in BigChange and flagging items that need replenishing.
Where a return visit is required, our office team reviews upcoming jobs and prepares the parts required. Our overnight PUDO service delivers them to collection points close to our field-based engineers, ready for the following morning.
It means engineers can get the parts they need delivered directly to them, speeding up our response and helping them spend more time looking after customers.
The Expertise of the Whole Team
Some faults are more challenging than others, and that’s where teamwork and shared experience can really make a difference.
Our engineers have access to manufacturer portals and a technical app developed by our Head Technical Engineer, Russell Churchill, containing manuals, specifications and links to further manufacturer information.
They can also call one of our senior engineers or raise a technical assistance request from their tablet. Ideas and experience can be shared over the phone or, where useful, a senior engineer can attend site too.
It means our customers benefit not just from the knowledge of the engineer on site, but from the technical expertise of the wider JTM Service team.
Using Information to Keep Improving
Good information doesn’t just help with the job in front of us, it helps us improve the service we provide in the future.
Once a job is completed, the information recorded by the engineer synchronises in real time. Our office team can review the work, send the job report to the customer and arrange any further work or parts required.
We also use the information we collect and regular engineer, senior engineer and Gas Safe meetings to monitor performance, share knowledge and identify opportunities to improve. Our ISO 9001, 14001 and 45001 management systems provide further structure around the way we work and continually develop.
Good Systems Help Good People Deliver Great Service
Good systems provide consistency, information and structure. Good people bring experience, judgement and personal service. At JTM Service, we continue to invest in both.
Whilst much of what we’ve described happens behind the scenes, our customers see the results with a faster, more reliable and consistent service.
