Field Service Engineer (Retail)
Location: Nottingham (West Midlands Travel)
Salary: £29,000 - £30,000 after 6-month probation + Benefits - Pension, 33 days hols including BH. Bonus scheme annually.
Hours - 8.30am - 5.30pm - Mon-Fri & one weekend in three.
The Service Engineer (FSE) will be responsible for meeting the daily service maintenance and repair needs of the customer's equipment. Establish and maintain business relationships with customers and peers as well as performing necessary administrative duties as required and other duties assigned.
Essential Job Responsibilities
The FSE performs the major functions listed below. The position may require additional duties/responsibilities that may not be outlined below, and specific functions are subject to change.
1. Basic troubleshooting, installation, maintenance removal and repair on designated equipment.
2. Completing Preventative Maintenance and field modifications.
3. Ordering and managing repair parts.
4. Keeping up to date on administrative responsibilities such as maintaining customer service logs and internal service records in a timely manner.
5. Maintaining daily communications with customer and operations centre to ensure resolution and proper follow up.
6. Maintaining tools and test equipment and ensuring they are properly calibrated.
7. Meeting Health and Safety, Environmental Health and Safety and/or all other applicable regulatory requirements.
8. Utilising the escalation process to resolve customer service delivery issues.
9. Identifying and participating in sales opportunities such as new contracts, contract renewals and system sales.
10. Working as a member of a national team to provide efficient service delivery to all customers within assigned area.
11. The ability to lift and carry a toolbox that can weigh up to 23 kg.
12. Adhering to current regulatory requirements
Qualifications & Skills Requirements
The following qualifications are the minimum requirements to successfully perform this role. However, any equivalent combination of experience, education and training, which provides the necessary knowledge, skills and abilities would be acceptable, subject to any legal and/or regulatory requirements.
1. 4 or more years experience in servicing and maintaining field based electrical equipment. Full training will be provided.
2. Experience of interfacing with both internal team members and external customers as part of a solution-based service process.
3. Valid driving licence and good driving record is required.
4. Experience diagnosing and repairing mechanical, electro mechanical, and/or electronic equipment.
5. Experience troubleshooting and responding to customer concerns.
6. Proven record of being reliable and accountable for all aspects of their job.
7. Proficient level of computer skills including MS Word, PowerPoint, Excel and Outlook and field tools such as PDA's/tablets.
8. Excellent analytical, interpersonal and communication skills with the ability to communicate complex technical issues in an easy to understand manner.
9. Ability to work in a fast-paced, self-directed, entrepreneurial environment.
10. Resourceful, with the ability to work independently.
11. Strong time management skills.
12. Ability to adapt to changing circumstances.
13. Decision making, problem resolution and creative thinking skills.
14. Attention to detail.
15. Ability to multi-task activities with shifting priorities. Able to work productively in a pressurised environment.
16. Ethical and trustworthy.
In addition to Service Engineer:
Senior Engineers: must be able to deal with challenging environments, deep diagnostics understanding and liaise with support personnel either in the UK or one of the other Business Units. You must be able to formulate reports for the business use, both internally or Customer facing. Key communication skills to ensure full understanding of the issues.