In the Pipeline Q2 2019

24/7 Hydraulic Service

“With 28 years’ experience as an engineer, I wouldn’t think twice about rolling up alongside a machine and taking the hydraulic pump off. “You’ve got to know what you’re doing, but we had full confidence in our team. We asked the customer if he wanted us to service the machine while we were there because it’s possible for fragments to permeate the system, but he said no. The important thing is that we brought it to his attention.

very nice. The job’s complete, the lorry is working and the customer is happy. It’s a win-win scenario. “There’s certainly a gap in the market for this kind of work. There are competitors who offer a hydraulic service while others offer a hose service. They might turn up on site and say, ‘Sorry, it’s not a hose problem but here’s my callout bill.’ Then the customer’s got to find somebody to do the hydraulics before receiving another bill.

“We’ve got new boys here now and some of them will still walk in here and say to me, ‘How did you know it was that?’ Well, it wasn’t a big challenge for me going into hydraulics when I came

here because I’d already done it.

‘There’s a gap in the market for this kind of work’

“We’ve just taken on an engineer who’s spent the last eight years working for a hydraulics firm.

He understands both hoses and

“For him to turn around and turn a small hose job into a major hydraulics job is

the hydraulics within them. He will become our master and then he can teach the other people here. “You need qualifications and you need to be registered. All that is in process because we want to stand out from the crowd. It may take us 18 months or two years, but we will do it.” Communication Ian believes communication is critical. “I tell the MSSTs that if ever there’s an issue, not to leave the site but to communicate with me. There will always be a way round it. “I say, ‘Stop and think about why you can’t do it. Send me a photograph, call me and we will work from there.’ “We say to our engineers, ‘The first thing you do when you arrive on site is take a photograph and assess the job.’ We can then ring our customer and let them know if it’s site damaged so they can then say, ‘OK, carry on.’” The combination of leadership, experience, excellent customer service, a can-do attitude and new blood mean Pirtek South Wales is rapidly regaining the confidence of customers new and old in the region.


“What Jason’s doing in his other centres, we have now introduced here in Pirtek South Wales. We offer full hydraulics. When you ring us you can have a hydraulic hose, you can have a hydraulic pump or both – it’s just one call.” Teamwork Ian is very happy with his team. “We’ve got a good bunch of MSSTs. We work as a team and if they get stuck on site they know they can pick up the phone and speak to somebody who has the experience.

From: Date: 1 February 2019 at 16:11:07 GMT To: CC: Subject: Recognition for Lloyd Breen

Hi, We have recently used the Swansea Pirtek branch a number of times to assist us in changing out general fuel, cooling and oil pipes on our generator sets and I thought the service provided by Lloyd should be praised. He has always been punctual, friendly and polite and really made the task go as smoothly as possible while always keeping comms on any snags delays etc, even following up with emails to check we were happy with his service. He really is a credit to your company. :) We will be using more of your services over the coming months and I have every confidence that when we do the service will be of a high standard if Lloyd is involved. I must also mention the service was second to none when I popped in over the festive period for some pipes at short notice near finishing time and again there was a can do attitude and approach from your staff there. Many thanks and I look forward to dealing with you again. Kind regards,

UK 0800 38 24 38 ROI 1800 74 78 35


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