Field Service Technician (Wales Region)

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Purpose

Field Service Technicians are the first point of face‑to‑face contact for our customers. They provide support to the Regional Service Manager in the form of first line customer liaison, service and repair of Flowbird equipment as well as quality control of support activities. We are looking for an enthusiastic, energetic, and confident individual who can provide world‑class customer service to our customers and partners.

Responsibilities

• Carry out on‑site preventative maintenance and reactive repairs to Flowbird equipment to a defined standard.
• Coordinating the prioritization of all active response and scheduled calls to ensure that defined targets of response are achieved.
• Carry out diagnostic tests, checks, and fixes on customers' equipment through to resolution.
• Contribute to a first time fix standard and client oriented approach focused upon the end users' satisfaction.
• Assist with the implementation of new equipment or the upgrade of existing equipment as required. Occasional installation work is also a feature of the post.
• Work within a field service team delivering on site support covering 08:00 - 17:00.
• Communicate with all levels of staff both verbally and written, escalating major issues to the management team as appropriate.
• Complete all documents and administrative tasks on time, to agreed company standards.
• Be responsible for and keep all company stock and equipment in good order, liaising with the service stores department to ensure that the allocation of spare parts is satisfactory.
• Conduct yourself and promote the company in a professional manner at all times.
• Hold a full driving licence.
• Any other duties which will benefit the company.

Participate

• Provide support and expertise to other departments including Projects, Stores, and the Service Desk.
• Actively contribute to product improvements through the alerting of hardware improvements or software bugs.
• Actively contribute to service improvements by recommending changes to systems and processes.

Experience

• A field service engineer with proven ability operating in the vending or transport industry, or similar.
• An electrical engineering background.
• A relevant electrical qualification, i.e., NVQ Level 2 or equivalent desirable.
• A technical understanding of PCs and basic knowledge of Microsoft Windows operating systems.
• A customer orientated approach is critical for this role.

Core Skills

• Technical mind-set with a desire to enhance those skills.
• Analytical problem‑solving and ability to follow the process.
• Excellent customer service skills.
• Strong written and verbal communication skills to communicate in a clear, professional manner.
• A good listener, with the ability to communicate technical issues and resolutions to people of varying technical levels.
• Self‑organised, motivated and able to work using their own initiative.
• Remain calm when working under pressure.

Behavioral Factors

• Keen to develop.
• An advocate of change and process.
• Punctual and reliable.
• Smart and presentable.
• Enthusiastic, energetic, and confident.
• Ability to work within a demand‑led environment; demonstrating tenacity, self‑motivation, adaptability, problem solving skills and attention to detail.
• A proactive and can do attitude.

Reports to Regional Service Manager.