Introducing Rob Wight

We caught up with Rob, our Customer Service Technical Advisor, in our Uptime Team, to learn more about his journey so far with Sunbelt Rentals.

What is one of the best things about working at Sunbelt Rentals?

I feel valued as a team member, people will come to me and ask advice and for help. The team are going strong, and we will just continue to get stronger!

It is the first company that I have worked for that has a program for Military Veterans to support, assist and provide a community for building relationships. I’m proud to be part of the Sunbelt Rentals Tri-Services Military Veterans community.

How does the Uptime centre contribute to delivering a world-class rental experience?

We've moved to a new all-purpose building in Solihull and it’s a great place to collectively work to support our customers.

A primary function of the Uptime team is to monitor the telemetry data on thousands of assets across the UK (and beyond), acting on maintenance and safety alerts, often resolving them over the phone and empowering customers to take control of their power needs; in doing this we can pre-empt breakdowns, enable better co-ordination of field-based engineers and ensure maximum uptime of our equipment.

It’s my primary role to monitor assets across the greater London area and co-ordinate a team of mobile engineers, supporting our customers who rely on the equipment to power key projects. I monitor and support the engineers throughout the day to ensure both engineer and customer are fully informed to avoid costly downtime.

To provide 24/7 customer experience at the Uptime Centre we work on a shift-basis, with a day team and dedicated night-shift team.

What's the day-to-day role like?

I really enjoy that every day is never the same. It’s a mixture of co-ordination, customer service, interpreting data and thinking on your feet, I feel proud when I’m able to help a customer from start to finish, I can make things happen and see the end result, all while quickly building relationships with our customers.

The team use the latest telemetry data, with visibility of over 17,000 assets across the country. At any point we can see the status of equipment such as a generator or battery storage unit and we communicate this to engineers and customers by email and phone. If we're unable to fix it over the phone, I will send an engineer to site to get the asset fixed as soon as possible.

We have plenty of freedom and I’m able to adapt in many different scenarios. If we have an idea on a new way of doing things then our line manager will listen and, if it sounds a good idea, we will trial it and see how it goes.

How does personal development play a role?

The company provides a huge amount of training and support. Within our team collaboration and development is key and we know we can speak to our line manager about accessing all the courses that we need to develop our skills.

I have completed my ILM level 3 and for my personal career plans I would like the opportunity to step up within the team and eventually manage my own team. Progression is my main goal.

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