BMS Service Engineer
Service - Cambridge and Ipswich area (Hybrid)
Job Purpose
The BMS Service Engineer will play a front-facing role representing the company on customer premises delivering operational excellence. As standard, they will ensure that the needs and expectations of the customer are met on every occasion, and that they receive a positive experience of our company.
With a clear focus on customer delivery, the BMS Service Engineer will perform service agreement tasks at customer sites to ensure that the relevant building control systems are properly maintained and operating correctly. They are also required to provide effective energy solutions to the customer by providing energy efficiency advice and recommending products and services that meet the needs of the customer, thus contributing to company profitability and customer satisfaction.
Responsibilities
* Operate in the field ensuring safe working practices are followed at all times.
* Ensure the highest safety and quality standards are met and that personal and customer safety is maintained at all times, paying attention to detail. Ensure all work adheres to the company safety rules/statutory regulations/customer requirements.
* Comply with all company policies, processes, and procedures.
* Undertake preventative maintenance and diagnostics on appropriate control systems and components in accordance with the service level agreement. Test, adjust, and verify system readings ensuring optimal system operation.
* Respond to customer service calls (emergency, on-site, or remotely). Carry out fault finding on control systems. Diagnose the problem or defect, determine corrective action, and repair the system.
* Positively engage customers on the features and benefits of their control systems, ensuring its functionality is understood and identify and recommend products and services that may benefit the customer and meet business requirements.
* Deal positively with customer complaints, quickly resolving these in the most cost-effective way whilst also ensuring that high levels of customer satisfaction are maintained.
* Provide relevant energy efficiency advice to the customer. Be fully aware of the environmental impact of energy consumption on the environment and able to articulate to the customer the impact and benefits of increasing energy efficiency and reducing energy consumption.
* Establish a good working relationship with all customers and differentiate our business through the delivery of exceptional customer service by listening and responding to customer needs and concerns and taking ownership of the situation. Ensure expectations have been met and the customer is fully satisfied with the work prior to departure.
* Produce Field Quotes for additional chargeable opportunities whilst on-site, identify additional opportunities including system extensions, upgrades, and service contract expansion. Pass leads to the office to maximize opportunities.
* Advise the office of equipment required and timescales for replacement parts following support visits and ensure no return visits on the same problem.
* Ensure that the Account/Operations Manager is advised of any system changes, outstanding issues, or any sales potential from sites visited.
* Work with other branches, company or external service providers, or vendors to resolve problems.
* Complete and submit written service reports covering all aspects of each assignment and activity while on-site. Submit timesheets and other necessary information weekly and all sent to the office within the timescales as specified by the local branch.
* Ensure that all documentation is kept up to date for each contract (site “as fitted” drawings, documentation, service records, etc.).
* Be flexible and willing to work additional hours in order to meet project/support deadlines or as needs dictate.
Person Requirements
* Trend and Tridium knowledge is essential.
* Exemplary attitude to health, safety, and the working environment at all times.
* Excellent communication skills along with an aptitude for recommending company products.
* Possess technical skills in order to install, maintain, and repair control systems, working to the highest safety and quality standards required by the company through attained accreditation.
* Ability to use tools, equipment, and personal communication devices/computers.
* Knowledge of energy efficiency processes and practices, the energy market, and our business, products, and services.
* Ability to work flexibly to meet customer requirements.
* Committed to following company Policies and Procedures.
* Adhere to the company dress code and maintain a professional appearance at all times.
* Full driving licence and flexible attitude to travel.
* Must have the right to work in the UK.
Department - Service
Employment Type - Full-Time
Benefits and Salary Package
* Competitive salary - Package - Company Vehicle.
* Death in Service Policy.
* UK Healthcare cash benefit.
* Enhanced sickness pay policy.
* Enhanced Maternity, Paternity, Shared Parental, and Adoption Leave Policy.
* Employee Assistance Programme.
* Cycle to Work Scheme.
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