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Department: Service - Field Service
Location: UK/Field based
Description
Field Service Engineer operates directly in the designated field territory and services/maintain company equipment while forging good business relationships with our customers. Is responsible for the direct management of all aspects of total customer service and works independently to troubleshoot and repair a variety of high-speed cash-handling equipment, tracking and management of parts/tools and staying abreast of changes in technical and functional elements of Glory Global Solutions equipment.
Key Responsibilities
- 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
Skills, Knowledge & Expertise
REQUIRED EDUCATION AND QUALIFICATIONS
Education Level
- Experience in a similar customer facing environment working to achieve customer service levels.
Qualifications
- Must have a recognised engineering qualification with post qualification experience in a support role.
Required Skills And Competencies
To perform in the function successfully, individuals must be able to perform each essential duty satisfactorily and the requirements listed below are representative of the knowledge, skill, and/or ability required.
- Mechanically 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
Job Benefits
- 25 days' holiday a year plus bank holidays with the opportunity to buy up to five additional days
- Company Car
- Competitive company pension scheme
- Ongoing training and development
- Private medical insurance for all employees (enhanced membership can be purchased for other family members)
- Dental insurance for all employees
- Life assurance
- Income protection scheme
- Employee assistance programme
- Employee Wellbeing events and Mental Health First Aiders
- Employee My Benefits portal offering extensive retail discounts
