Leading the sector with the introduction of the first on-foot technician service for the boiling water tap industry, Quooker’s Walking Technician scheme has been designed to enhance local customer service whilst reducing the company’s carbon emissions in typically heavy traffic areas.
Launching in London, this Walking Technician Service will provide customers with rapid on the spot assistance, carrying out basic servicing and part repairs. Utilising public transport to navigate around major UK cities, Walking Technicians will be able to reach customers more quickly and more eco-efficiently. Quooker’s Walking Technicians will be thoroughly trained and will carry their tools necessary to troubleshoot issues, perform necessary maintenance, and offer expert advice – all while on the move.
This initiative aims to drive young talent into the business by offering entry level roles with a pathway for progression into becoming fully-fledged brand engineers. This initiative will be scaled up over time, so less and less engineers will have to drive into busy cities and waste valuable time in standstill traffic. With the goal of freeing up more engineers to reach more remote areas and deliver unparalleled service to more customers across the UK, this initiative will increase fleet productivity.
Following the roll out of this service in London, Quooker aims to expand the service nationwide across all major cities, ensuring that all its customers across the UK can benefit from this innovative support solution.
This service will provide a basic level of servicing as an initial call-out, inclusive of:
- Hot Tank dismantled, inspected and limescale or debris removal
- Internal HITAC filter replacement
- Internal tank gasket replacement
- Fibre washer replacements
- Software check on tank/CUBE and updates to the latest version
- Tap aerator replacement
- Flex hose replacement on Flex tap only
- Inlet valve inspection and replacement if necessary
- Tap cleaning
Filters for CUBE, Cold Water Filter and scale filter for boiling tanks can be changed by the engineer during this service but cost of filters are not included in the service charge. Standard service charges are £200. Should customers require an additional call-out beyond the basic service Quooker’s Walking Technicians provide, there will be no additional charge.
Stephen Johnson, Managing Director at Quooker UK & Ireland, comments: “At Quooker, our customer service remains exemplary. With ambitious plans in this area, we have more engineers on the road than ever before and have invested heavily in training and apprenticeships to ensure this goal of growth is sustainable. We understand that our customers lead busy lives, and the last thing they need is to wait for service appointments. We want to provide customer service that is a very much like our boiling water taps, instant.
For city centres, such as London, it’s becoming increasingly more difficult to navigate the streets, with increased restrictions and traffic demands. The introduction of our Walking Technician service allows our customer service team to reach more customers quickly via public transport or on foot. It has been designed to bring our expertise directly to our customers, making it easier than ever to enjoy the benefits of a Quooker tap.”
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