News from Pinhole Quilting

Pinhole Quilting is a small independent business which specialises in selling and servicing longarm quilting machines, which are large sewing machines with a high ticket value. Some of the systems are fully computerised, with a Windows-based tablet controlling the machine. We are the exclusive UK and Ireland distributors of Handi Quilter machines. Handi Quilter is a US-based company who are global leaders in this market and have a wide range of products that are constantly evolving.

We have been selling Handi Quilter machines since 2010 and the business has grown rapidly since 2017 when Pinhole Quilting was formed to focus on this market.

Our longarm showroom, training centre and warehouse near Pershore in Worcestershire is the largest such facility in Europe. Continued business growth has led to a requirement for a full-time technician / installer based at our main office, but involving nationwide travel as experience develops.

This new position will allow the business to professionalise further and to implement plans for expanding and enhancing warranty, servicing and support for customers. This will also free up the Directors to focus on further business development.

Job Outline:

This role will suit someone who is probably from an engineering or technical background and enjoys practical work and problem solving and is comfortable with fixing mechanical and computer problems. But personal qualities are equally important, due to the interaction with customers and working in customer’s homes.

The ability to fit into our team and general adaptability is vital. The responsibilities are varied and will continue to evolve as the business and product lines evolve. Initiative is required and a good degree of independence will be given once trained. This will become a key role within the business and is perfect for someone looking to develop their skills in a new position.

The successful candidate must fit the customer-focused ethos of our small team and be capable of working independently and on their own initiative. Crucially, they must be well organised, excellent listeners and communicators and be able to relate to and provide basic training to customers. This is in addition to applying their knowledge to solving technical issues and improving existing systems.

Full Training will be provided. This will include technical training (a combination of mechanical and electrical/electronic), product training, systems training (computerised systems), machine servicing and testing, customer communication (including remote fault diagnosis) and in due course installing or servicing machines on-site at customer premises.

The role is mostly office based but will increasingly require some travel, with overnight stays and long days for either installations, service visits or attendance at trade shows. The candidate must be within commuting distance of our showroom. A full driving licence is a requirement of the position, and a clean licence is preferred.

A competitive salary will be offered. Please provide a current CV with background, work history and current salary and benefits summary.

Role Description

Technician role:

• Machine testing

• Machine servicing: both at base and (for larger machines in particular), at customer premises

• Completion of service reports & service records

• Machine repairs

• Further development and maintenance of service logs, fault logs and technical data

• Compiling fault statistics and customer technical statistics

• Communication with Handi Quilter Technical staff in the USA to assist with complex issues

• Parts organisation; maintaining parts charts by machine

• Making warranty parts claims from Handi Quilter

• Understanding sewing machines and learning the differences between the different models

• Familiarising with the computer automated systems

• Becoming comfortable with the basic use of the machines in order to assist customers

• Interaction and communication with / training of our other (part-time) regionally based engineers

• PAT testing of electrical equipment

Customer Interaction:

• Receiving customer technical queries and helping resolve problems remotely - via telephone, e-mail and/or video call

• Developing improved checklists / systems to assist with resolving customer issues

• Proactively arranging machine servicing with customers.

• Corresponding with customers on extended warranty options

• Helping develop service schemes / service standards and promoting with customers

• Possible future machine demonstrations at consumer shows

• Installing larger machines in customer homes and providing initial training

• Assisting self-install customers with installation issues and queries

• Logging all customer interactions for future data analysis

• Possible development of simple technical training courses for professional customers

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Pre-requisites:

Live within easy commuting distance of Pershore, Worcestershire.

Minimum of 5 years engineering experience.

Experience of customer facing roles or managing people.

Experience of working in an environment where you had to do problem solving, diagnosis and onsite repairs.

The successful applicant will need to be able to move and install heavy equipment. 

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Contact us for more information

Our Showroom is the perfect place to visit when you're considering a longarm purchase. We have "Try Before You Buy" days and Open Days during the year. 

Call 01905 942972 for more details. 

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For a more virtual experience and to research before investing in a longarm why not watch us most Fridays at 3pm on Facebook Live. Go to Facebook.

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Subscribe to our You Tube channel so that you know when there is new content to watch.

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>> Click here to go to YouTube

We know how much many of you would

L-O-V-E a longarm but it's financially a "considered" purchase for sure. So, why not look at one of our ex demonstration or seconduser. Let's call them pre-loved machines.

>> Visit our Seconduser page.

What an exciting start to 2024 with the arrival of the brand new Moxie XL! It's Handi Quilter's latest longarm with a glorious 18" of feisty free-motion fun!

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It quilts wonderfully from the front and has the option of quilting pantographs or groovy boards from the back (additional options required). It really is a fabulous machine and in conjunction with the Bilt App users can self-install the frame and machine themselves!

Come and try it for yourself at our showroom or at a show or fix a Zoom Demonstration with us to see why we loved it when we visited Houston Quilt Market in 2023! 

PLUS! You have the option of robotics - go computerised with your Moxie XL (and the Moxie or Simply Sixteen) and add on Pro-Stitcher Lite!

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>> Visit Moxie Page

We recommend having your longarm serviced every couple of years. Oils and greases can dry out causing unwanted wear and tear on parts. Drop off your machine at our Showroom, arrange for it to be collected and returned by courier or get a quote for servicing in situ. Visit our Servicing Page to request a quote.