Field Service Engineer – 1757755

Location: Location / Area will be supplied prior to Interview

Salary: N/A

Benefits:

• Van
• Fuel card
• Smartphone
• Laptop
• On the job training

Standard Working Day @ Day Rate:

Start Time = 8am
Finish Time = 6pm (1 hour lunch break)

OOHs Day/Week:

Standard Working Day Plus 7am to 8am*
Plus 6pm to 9pm*
Monday to Sunday
*if required

Overtime Hours:

All additional hours worked outside the Standard Working Day of 8am to 6pm, paid at Overtime rate. Your Rota pattern will be agreed by your Line Manager.

Rota Pattern:

• 1 in 3 rolling shift pattern
• Week 1 – Monday to Friday / x5 Days*Standard Working Day/Hours*
• Week 2 – Monday to Sunday / x7 Days *Standard Working Day/Hours + OOHs (7am to 8am & 6pm to 9pm)
• Week 3 – Monday to Friday / x5 Daysx3 Standard Days + x2 SB Standby Days *Standard Working Day/Hours*

Standby Days - Will be requested to work if business requirement i.e. to deliver an SLA work on escalated ticket reduce ticket volumes cover engineer absence.

Key Responsibilities:

• Act as the Company’s ‘ambassador’ when attending customer site/s for support and maintenance activities, in line with Company values.
• Adhere to Company Engineer Best Practices for Field Service Engineers.
• Liaise with local customer representative/s to diagnose faults and ensure a rapid, accurate & long-term ‘fix’ to problems.
• Complete ‘fix’, and any necessary preventative maintenance work, to ensure IT equipment is returned to working order as quickly as possible.
• Ensure replacement parts are utilized only where the diagnosis proves it is essential to do so.
• Update local customer representative/s on call progress, fixes, or future actions and likely timescales.
• Advise local customer representatives on proper care of equipment and provide simple training or advice that will prevent recurrence of faults.
• Liaise with technical support personnel, where additional advice and guidance are needed to affect a ‘fix’.
• Ensure all chargeable fault calls are identified and reported.
• Escalate any potential opportunities for future sales, up through line management chain.
• Update call management system, in real time, on activity and progress.
• Ensure all IT spares are returned in a timely manner and in accordance with logistics procedures.
• Submit activity reports (e.g. overtime, expenses, fuel returns) in a timely manner and in accordance with Company procedures.
• Prepare ad hoc briefings / reports on work completed to enable future engineers to undertake work on recurring calls.
• Proactively read technical documentation to ensure technical skills are up-to-date and effective.
• Liaise with internal departments in a positive and professional manner (e.g. Customer Care Centre, Logistics, Contracts Administration, Finance, etc.).
• Provide proactive feedback on territory performance through line management chain to ensure ongoing service performance improvement.
• Ensure high levels of personal productivity and utilization.
• Escalate where no work is available promptly.
• Complete ad hoc duties and tasks allocated through line management chain from time to time.

This role will require the engineer to go to each customer site and fix the problems that they are having with either their POS, SCO, IT Equipment etc and/or general servicing. It is essential the candidate demonstrates outstanding customer service skills with the customer in a professional manner, representing the Diebold brand well and providing an exceptional customer experience.

Additional Info:

As a home base engineer, you are required to leave home at 8am & put yourself ‘on travel’ to your 1st call. You will be required to work additional hours as Overtime & participate in a Standby Rota according to business needs. You will be eligible to receive payment for Standby & Overtime. You are required to adhere to all DN company procedures to successfully carry out the role. You will live the DN values of:

• Accountability
• Decisiveness
• Willingness to Change
• Urgency
• Collaboration

Qualifications:

Retail and break fix experience essential (POS, SCO, Pin Pads, Scanners, Tills, Printers, Back Office IT Equipment). Minimum / Desirable 5 years’ experience would be ideal.