Service Engineer

This is a Team Leader Role based in Liverpool or Manchester

Main job function: Provide Kyocera customers with a professional and efficient technical support service, ensuring full customer satisfaction. Leads, guides and supports a team of Technicians to deliver a very high level of technical effectiveness, product knowledge and customer care.

Key responsibilities and tasks:

• Sets and monitor the teams work standards ensuring all Technicians meet the required standard.

• Develops Technicians to improve work performance standards, by way of technical support and field accompaniment.

• Identify within the team technical strengths and weaknesses to ensure the best utilisation of the resource for the Call Scheduler.

• Provide technical assistance to assigned direct and indirect accounts within timescales specified by SLA’s.

• Make recommendations to RSM for technical training and carries out field coaching in technical and customer care standards.

• Effectively investigate and rectify faults reported by direct and indirect end users.

• Attends unreliable devices to resolve problems by root cause analysis. Can write a detailed report with supporting documentation if required for RSM.

• Perform routine maintenance and modifications/updates as required

• Provide support during installations

• Understand and be fully conversant with SLA’s relating to assigned accounts.

• Understand solutions in use and be able to carry out basic fault finding

• Report reoccurring faults to enable proactive management of such faults

• Share expertise and technical information with team members

• Always builds relationships with key stakeholders within accounts

• Ensure own and others boot stock and/or site stock is maintained at optimum/cost effective levels.

• Attend product courses as requested to ensure knowledge base enough for job role

• Provide support on any escalated incident or customer related issue.

• Holds team meetings to communicate Kyocera business related matters such as goals and performance. Create effective environment for employees to participate in the communication process.

• Support the RSM as appropriate.

What we can offer you

• Salary (Competitive)
• 25 days holiday (All statutory bank holidays relevant to regional country) – 1 extra day after 5 years. Part time/temporary employees is a pro rata equivalent.
• A buying and selling holiday scheme
• Life Assurance (4 x base salary)
• Pension Scheme – A total contribution of8% – 5% Employer and 3% Employee.
• Company sick pay (1 week after 6 month probationary period in first year, 4 weeks in years 2-3, 8 weeks in years 4-5 and 13 weeks from year 6 onwards)
• Enhanced Maternity and Paternity leave
• Employee Assistance Programme
• Bike2Work Scheme – salary sacrifice scheme to purchase bikes at a discount
• Electric Car Scheme
• Lifeworks – Access to discounts / perks
• EyeCare – Access to money off for glasses and sight test

The values that underpin the Kyocera Group are the 5 C’s- Communication, Courage, Commitment, Cooperation and Consciousness. It is our firm belief that employees should live by these values and we would expect that you should show your commitment to these values by carrying out your work fairly and honourably, respecting people, our work as a business, and both our local and global community.

Equality and Diversity Statement: Kyocera is dedicated to creating a workplace where diversity is celebrated and everyone is treated with fairness, dignity, and respect. We welcome applicants from all backgrounds and are committed to providing reasonable adjustments during the recruitment process to ensure an inclusive experience for all.

Recruitment Agencies: Kyocera operates a Preferred Supplier List (PSL) of selected recruitment agencies and does not accept unsolicited CVs from agencies not on this list. Please refrain from submitting candidate details in response to this advert or to any Kyocera employees, as we are not responsible for any fees related to unsolicited CV submissions.