Fulton strengthens aftercare department

Commenting for Fulton, aftercare and business development manager Jeff Byrne says: “Aftercare and service are extremely important and busy elements of our business. These appointments are key to a department and team that is growing not just from an increase in sales of our VSRT and electric boilers, but also attracting new customers, many of which are operating steam boilers from other manufacturers.”

Phil Rich and Phil Copeland have been appointed as senior service engineers, with Phil Rich taking responsibility for the northern-area service team and Phil Copeland the southern-area team. Each senior engineer oversees a team of four Fulton engineers and, when and where required, additional subcontractors.

Working from Fulton’s Bristol-based UK headquarters, Marta Alvarez Gonzalez joins the company as service controller with responsibility for overseeing eight area service engineers, three office-based aftercare/service coordinators and eight sub-contractors.

Commenting, Marta says: “My role is very much a dynamic one as I am involved in multiple stages and processes, from initial quotations through to completed installations, invoicing, after sales and after care. I also have responsibility for the scheduling of boiler servicing and ensuring that our northern- and southern-area service engineers are responding to service contracts and call-outs in a fully coordinated manner.”

Marta joins Fulton with a background in service where, in her previous role, she was again responsible for a large team of engineers covering the whole of the UK. Responsibilities included liaising with customers, distribution of workload to service engineers, creation and adaptation of service-based processes, overseeing the operation of a 24/7 call centre, and ensuring that all KPIs were met.

To further strengthen its aftercare department, Fulton has also appointed a service engineering apprentice who joins the company’s northern-area service team and is attending Manchester’s Trafford College.

Hayden Openshaw will be attending college once a week and is studying a Level 3 apprenticeship as a Maintenance & Operations Engineering Technician. For the remaining four days a week, Hayden will be mentored by Fulton’s senior engineer Phil Rich and covering topics including the commissioning of electric and fuel-fired steam boilers, water treatment, chemical dosing equipment, electrical and mechanical fault finding, annual insurance preparation, inspections, and Factory Acceptance Testing. While the apprenticeship and training is currently UK-based, overseas secondments and opportunities are possible when the course is completed.

“With the aftercare department going from strength-to-strength, we’re keen to maintain the momentum so, if anyone is interested in an apprenticeship at Fulton, we are currently looking to recruit, with the successful candidate being mentored by Phil Copeland, our southern-area senior service engineer.” adds Jeff.