Our engineers from the Customer Engineering team install and take care of all aspects of our equipment at customers’ sites. Whether it’s a bulk tank being installed, trenches being dug to lay pipework or a telemetry meter repair, our engineers are out on the road 365 days a year to make sure that our gas supply equipment across homes and businesses operate correctly, giving our customers one less thing to worry about.
Their dedication to solving problems and delivering exceptional service, supported by years of experience and great teamwork, ensure that we continue to have happy customers. Here, we shine a spotlight on four of our colleagues from the Customer Engineering team to find out more about their jobs, the challenges they come across, and how they go about dealing with them to get the job done.
Good customer relationships underpin everything we do - Martin Hilton, Fulfilment Engineer
Martin has worked at Calor for 34 years in various engineering roles before becoming involved in installing, maintaining, testing and upkeeping customers’ tanks and cylinders, including handling emergency call-outs. He explains why experience counts when it comes to maintaining good relationships with customers.
“When a new tank is being installed at a customer’s home or site, I oversee and take care of its installation, from disconnecting the old tank if there’s one there, supervising its removal, getting the new one onto its base and connecting it back up to the pipework.
“It’s important to always keep our customers updated. Commercial customers tend to leave us to do the job whilst they’re working themselves, whereas a homeowner may want to know what’s going on each step of the way because the works are happening on their own property.
“I’ve been working with LPG for a long time which helps when trying to work out how to get around a problem, but it’s not just about being a good engineer. It’s also about being a ‘people’ person. At the end of the day, we can only do a job well if our customers trust us. That’s why having good relationships with them matters.”
Wealth of experience enables us to come up with the best solutions - Mike Cook, Crane Operator
Mike Cook, a crane operator who works in Elland, Yorkshire, tells us why customers can rely on Calor’s experienced engineers to get the job done smoothly.
“I operate the crane used to install bulk tanks at both domestic and commercial sites. Every job is different and comes with its own set of challenges.
"I’ve been a crane operator for 15 years at Calor, and my experience helps when I need to work out how to manipulate and control the crane so that tanks can be moved in spaces where access is tight or have limited room for manoeuvre. If we need to put the tank onto a trolley and push it ourselves to get it to where it needs to be, then we’ll do it. Our experience means that when we do a job, we do it well. Customers then don’t have to worry about their gas supply causing downtime, or not being able to keep warm because their tank hasn’t been installed properly. It’s all about making it simple for our customers.”
Going the extra mile to solve problems - Jonny Rogers, Telemetry Fitter
Jonny Rogers explains how he takes pride in going above and beyond to get a job done or a problem fixed for customers, in the Yorkshire region.
“I fit and maintain telemetry devices on customer sites, and remember a job for a scout camp where the normal access route was closed. So I walked a mile down a steep hill to find an alternative way to reach the tank and carry out maintenance work on the telemetry equipment.
“When we install new tanks, I fit the telemetry devices at the same time. So I’m also on hand to assist with trolleying the tank into place if it’s not possible to crane it in. All of us need to work together when we do this.
“There’s no doubt that we’re all grafters and I think our work ethic is one of our best attributes. Customers wouldn’t want their tank installation to be aborted if a problem can be solved safely there and then. Neither do we, and our dedication to meeting customers’ expectations is at the heart of providing good service.”
Working in teams effectively means less disruption for customers - Dave Lichtenstein, Mains and Services Engineer
Despite being with Calor for six years, Dave tells us why an appetite for continued learning, combined with successfully collaborating with colleagues, is a great recipe for customer satisfaction.
“I started in the gas industry in 1990, before joining Calor in 2014. I now cover all aspects of the mains and services engineering department, including the civil works and laying service pipes for the tanks. This can be for an existing customer who needs to have their tank relocated, or a new housing development where the equipment needs to be installed underground with individual meters for each property, which tend to be bigger projects.
“I work as part of a two-man team and each know our jobs and capabilities. We have full confidence in each other, and this is crucial especially for complicated jobs. Being able to work together well means we can complete the job quicker. For commercial customers, it means they can go back to normal operations sooner, or if it’s a housing development for example, minimise delays further down the line.
“Although I am the most qualified and experienced engineer in my department, I don’t let that go to my head! I treat every day like a school day. I think it’s important to take this approach because the challenges differ from job to job. So having an open mind, backed by experience, allows me to solve a wide range of unforeseen issues on site, whether that’s to do with the weather or ground conditions affecting project timescales. Our customers want to see that we work with them to sort out problems, and that’s exactly what we do.”
To find out more about the ways in which we support our home energy customers visit https://www.calor.co.uk/home-energy. If you’re a business looking for further information, visit: https://www.calor.co.uk/business-energy.
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