Meet Marsden: A week in the life of our Technical Manager, Steve

Published on 05 Aug 2026

We’re extremely proud to have an impressive 100-year legacy behind us, which is underpinned by something as equally as impressive…

Our incredibly talented team of hard-working staff, who are committed to helping our sector-wide customers work more efficiently and effectively. But that’s not all, we’ve had the pleasure of working with some of our team members for decades.

This includes Steve Rayner. He’s been our Technical Manager for the last 23 years. In celebration of our wonderful team, we’ve created this blog series to shine a light on our employees and champion their hard work. Because without them, we wouldn’t be Marsden and we certainly wouldn’t be able to do what we’ve done for the last 100 years - continuously push the boundaries and provide our customers with pioneering products and unrivalled support that enables them to overcome everyday challenges with minimal hassle.

And on that note, let’s find out more about Steve, who keeps our servicing and repair cogs turning every single day. Fuelled by black coffee with two sugars, you’ll find him beavering away in our factory in Rotherham most days:

Monday

Every day tends to start off in the same way. I sit at my laptop and review my emails, which are usually a combination of messages from our Customer Support Team and customers. I make a note of the technical issues, check for corresponding updates and highlight any urgent requirements, which sometimes need delegating to other team members.

Emails sorted, I have a catch-up with our Technical Support Operative, Adam. He joined us earlier this month and works directly with me. Together, we assess what needs to be actioned and divvy up the workload between us.

Fundamentally, my job is pretty hands on – I’m involved in helping service and repair any Marsden scale. The work may be needed due to physical or technical faults and involve anything from our product range; from small bench scales to large scale industrial weighing platforms.

Sometimes, we also receive calls from customers, who contact us to tell us about a fault. We’re always on hand to assist with any issues and provide a free, no-obligation troubleshooting assessment.

I’m responsible for identifying the fault and, if possible, carrying out a first line fix via a WhatsApp video call, if there’s more of a straightforward repair involved. If it isn’t straightforward and further investigation is needed, I’ll arrange for the scales to be sent to me in the factory. There’s also the option 

of arranging for one of our engineers to go out and inspect and try to repair the scales on-site; it all depends on the nature of the fault.

Tuesday

This isn’t a typical Tuesday, but it is a more recent Tuesday. The other week, I helped our Sales Team deliver some external product training for one of our dealers in

 Norway. It lasted two hours and took place via Teams in the factory showroom.

During the session, we focused on our range of medical weighing scales, including

 guidance on the best-use applications across floor scales, column scales, chair scales. I was there to help our, Sales Manager (Care Home and Dealers), Donna, demo the products and talk through any technical queries.

Wednesday

Every Wednesday, I have a New Product Introduction (NPI) meeting with all the managers from across our business. The aim of these meetings is to get together and discuss any upcoming products and/or product changes.

It’s a great opportunity to get the conservations going between the factory, supply chain members and wider teams. It’s also a valuable forum for testing products and getting hands on with the samples.

Thursday

Again, not a typical Thursday task, but an extremely important activity. Every year, everybody in our technical and engineering teams is required to take part in Non-Automatic Weighing Instruments Regulations 2016 (NAWI) refresher training. This year, it took place at our head office and lasted half a day. Everybody who completed the refresher training now has peace of mind that their work is still complying with the latest industry standards.

In the afternoon, I got involved in more training. However, this time around, it was internal training that I delivered for one of our new precision weighing scales, the U310 Body Composition Analyser. When a new product is added to our portfolio, I’m responsible for showing colleagues how it works and if there are any common faults and how to fix them. This is where my involvement in NPI really helps because I do the testing, then pass the hands-on insight on to our engineers.

Friday

I’m back in our factory, repairing precision weighing scales and ensuring downtime for our customers is kept at an absolute minimum. For example, the other day, I worked on one of our M-650 Wheelchair Scales.

Our customer contacted us to say the scale wasn’t measuring properly. I scheduled a video call to run through the first line basic checks, e.g. were the scales plugged in properly? Were there any visible loose wires? There are four pads within this unit, so I asked the customer to stand on each pad to check if they generated a reading.

No reading came up, so our customer chose to send the product back to us instead of scheduling an engineer visit. When the scales arrived, I conducted some further diagnostic testing, which included checking the continuity of the wires. These checks uncovered a minor break in one of the wires, which I replaced, and the scales started working again.

I can usually diagnose an issue within an hour. Sometimes it can take a bit longer, depending how complex the scales and fault is. The repair then takes me around one to three hours to fix, once I have all the relevant parts and the customer has confirmed they’re happy for me to go ahead with the work.

Our precision weighing scales are built to the highest standard and to last

However, they do sometimes develop faults from time-to-time, which Steve, working alongside our team of UK-wide engineers are committed to resolving as rapidly as possible. Our in-house repairs are typically completed within two working days while urgent issues are taken care of by our nationwide team of engineers, who are on hand to perform repairs, maintenance and calibration on-site, helping minimise downtime.

For further information about our dedicated technical support service, please visit: https://www.marsden-weighing.co.uk/pages/technical-support