In Spring 2016, the existing 12 teams of BSH field service engineers, responsible for support for its Bosch, NEFF, Siemens and Gaggenau brands were expanded to 14. This says BSH 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) and Andy Kent (responsible for the South) 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.
“Our appliances come with a reputation for quality,” said Alan Walls. “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.”
“By managing a smaller number of teams we will be closer to the issues which affect our regions,” added Andy Kent. “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 also cover the team of engineers dedicated to the Gaggenau brand.
Image shows Alan Walls (left), and Andy Kent