Key skills
Communication
About this role
Role Overview
- Responsible for the installation, maintenance, repair and upgrade of equipment in the field and provides customer/internal training as required.
- Investigates technical issues/warranty failures/ in field failures and can resolve issues by the most efficient and economical manner keeping Product Specialists and Service Management informed of ongoing actions/solutions.
- Liaises with local Service Centre/partners to receive/discuss work/schedule workload in the most efficient manner taking into consideration site location, priority and cost implications.
- Plans and prioritises workload to achieve business aims and meet customer needs.
- Effectively diagnoses system problems and provides solutions for repair while keeping customer apprised of progress especially during maintenance/downtime of a machine.
- Documents system problems and preventative maintenance in customer site log.
- Gathers and records machine information to monitor performance.
- Completes machine installations, Engineering Change Notices (ECN) that affect system upgrades and hardware/software upgrades that may require technical assistance.
- Make recommendations for improving service, reliability and performance of equipment.
- Escalates difficult technical problems by seeking timely advice or assistance from technical support.
- Establishes preventative maintenance schedules and implements according to company specifications.
- Assigned other job responsibilities within scope of position and to meet business demands
Requirements
- Experience in a similar customer facing environment working to achieve customer service levels.
- Mechanically competent to a high standard.
- Electro-mechanically and IT competent to a high standard.
- Understands local Health and Safety regulations and works within company guidelines.
- Effectively represents the Company whilst meeting the needs of the business partner; develops partner relationships through trust and performance.
- Is flexible and can prioritise, plan and monitor own activity, performance and progress.
- Possesses first class customer service and communication skills; written and oral.
- Logical trouble shooting skills and capability to isolate problems at PCB or component level.
- Ability to effectively work with electric schematics, logic diagrams, and mechanical drawings.
- Understanding of AC/DC power distribution and digital/analogue circuitry.
- Must be available for on call (on some weekends).
- Must be able to work autonomously and with minimal supervision.
- Working knowledge of personal computers especially Microsoft Office, navigation across network sites and email communication.
- Holder of a Drivers Licence.
Benefits
- Company car provided
- 25 days' holiday a year with the opportunity to buy up to five additional days each year
- Competitive Company pension scheme
- Ongoing training and development
- Private medical insurance for all employees
- Life assurance
- Employee assistance programme
- Loyalty awards
- Employee wellbeing events and Mental Health First Aiders
- Free office parking (main offices)