Stevenage-based catering maintenance firm has promoted its service director Duncan Grocott to managing director.
The internal promotion comes as the company recently underwent a review and reorganisation of its back-office operations. Grocott is now set to drive the company’s investments and growth strategy while promoting service support for the catering and hospitality industries.
Grocott steps into the role with years of experience in service industry and with Serviceline. The managing director previously held the position of service director at Serviceline when he joined the company in August 2016 after four years as VP for service at Caljan Rite-Hite, a 24/7 service operation within the postal and logistic sectors
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.”
Tim Smith, CEO of AFE Group – the parent company of Service- added: “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 and marketing director and Linda Scothorn, HR and administration director as the key Serviceline board personnel.”
Following the appointment, the business priority is centred on improving customer support. A new Serviceline contact centre has already been introduced, enhancing 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.
“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 and ancillary services as required by our clients,” he added.