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In the UK there are 60 field-based, Mars Drinks employed, engineers dedicated to ensuring full national coverage.
Working Monday to Friday 08:30 to 16:45 they are organised into regions with each engineer covering a territory and looking after a base of machines and customers, this allows us to establish relationships and tailor the service based on customer needs. Each region also has it’s own technical trainer and is managed by a dedicated Regional Technical Manager.
Minor technical queries can be fixed over the phone, but for more serious problems an engineer will be contacted to deal with your fault. Our engineers receive their calls in real time via a state of the art Panasonic® Communicator system. This provides them with details of the call and customer contact information as well as the ability to acquire technical history for the machine in question.
The engineer will then contact the customer to arrange a convenient time to visit that meet the customers needs and expectations. To support our engineers, we run a national training and development programme and a professional spares operation that can deliver parts directly into their vehicle overnight. Our spares department has over 4000 separate part numbers available in stock at our Basingstoke facility.
We have an average time to fix of 5 working hours from the time the call is logged. Any machines not fixed or calls held open are discussed at peer group level in a daily conference call where help and support is made available when required and learning’s are discussed. Any calls that have taken more that 10 working hours to resolve are escalated to the Regional Technical Manager and an appropriate course of action agreed with the client as required.
For any technical assistance please visit our Customer Support section.