Trainee Field Service Technician

Job Summary: Trapeze ITS UK, a leading provider of intelligent transport systems, is looking for an enthusiastic and energetic Trainee Field Service Engineer to join our dedicated day shift team. This role is integral to maintaining and enhancing our field-based systems, ensuring that we deliver exceptional service to our customers. As a trainee position, this role is designed to support learning and professional growth, with a strong emphasis on proactive problem-solving and outstanding customer service. Our core values: Growth, Outcomes, Lean and Data are woven into every aspect of this role.

Location: Loughton, Essex (with expectation of working in London on day shift, with potential travel around the UK and abroad).

Key Responsibilities:

• System Maintenance: Install, configure, and maintain hardware and Trapeze systems in vehicles and on-site locations. Regularly perform routine checks and updates to ensure all systems operate optimally, reflecting our commitment to Service Excellence.
• Incident Management: Receive and process incoming support calls through to resolution. Strive for first-time fixes, utilising innovative thinking to solve problems and improve service delivery.
• Customer Support: Provide high levels of first-line support in alignment with the agreed preventative maintenance plan. This involves troubleshooting and resolving issues efficiently to minimise downtime, ensuring a customer-centric approach.
• Collaboration: Work closely with internal teams to support various cross-functional initiatives. Engage in cross-training activities to enhance flexibility within the team and ensure coverage during peak times or staff shortages.
• Documentation: Maintain comprehensive and up-to-date documentation and reports. This includes logging all support calls, maintenance activities, and any updates to systems, ensuring transparency and continuous improvement.
• Project Participation: Assist in managing small-scale projects, identifying additional sales opportunities, and contributing to the development and implementation of new solutions. This aspect of the role requires innovative thinking and a proactive approach to identifying and addressing potential improvements.

Accountabilities:

• System Uptime: Ensure that system uptime remains above 98%, scheduling any necessary downtime outside of working hours to minimise disruption.
• Documentation Accuracy: Keep all documentation and records current and accurate, supporting internal audits and reviews conducted by the QHSE Manager.
• Customer Satisfaction: Achieve high levels of customer satisfaction by meeting or exceeding SLA standards and aiming for 99% positive feedback in customer satisfaction surveys.
• Performance Metrics: Meet or exceed performance targets set during reviews, focusing on first-time fix rates, system reliability, and customer feedback.

Key Skills:

• Technical Proficiency: Basic understanding of electrical or electronic systems, with the ability to learn and adapt quickly to new technologies and methods.
• Problem-Solving: Demonstrated ability to diagnose and resolve technical issues efficiently, employing logical thinking and innovative problem-solving techniques.
• Self-Motivation: Highly self-motivated and capable of managing time effectively. Able to work independently while maintaining high productivity and quality standards.
• Adaptability: Flexible and adaptable to changing priorities and schedules, with a willingness to work night shifts and respond to urgent situations promptly.
• Communication: Strong interpersonal and communication skills, capable of clearly explaining technical issues and solutions to non-technical stakeholders.
• Ideally a working knowledge of the public transportation environment.

Qualifications:

• Educational Background: National Certificate in Electrical or Electronic Engineering or equivalent practical experience.
• Technical Experience: Hands-on experience in mobile data installation and maintenance is preferred but not required. Familiarity with wireless communication systems, such as MPT1327 and DMR radio systems, is an advantage.
• Licensing: A full, clean driving licence is essential, along with the ability to travel to various UK and Ireland sites as needed.
• Availability: Willingness to work night shifts, including some weekends, and respond to short-notice situations with a positive and flexible attitude.

Values Integration:

• Growth: Committed to continuous personal and professional development, fostering learning, innovation, and new opportunities.
• Outcomes: Focused on delivering measurable, impactful results and achieving success through clear goals and accountability.
• Lean: Emphasising efficiency, minimising waste, and maximising value by using the Lean methodology in everything we do. Bring fresh ideas and innovative solutions to the table. Challenge conventional methods and seek new ways to improve.
• Data: Making informed decisions by leveraging data-driven insights to guide our strategy and operations.

In return we will offer a competitive salary of £25k-27k (DOE) along with a comprehensive benefits package including a discretionary bonus, healthcare cash back scheme, private pension scheme, life assurance and income protection, a great holiday package including a buy and sell scheme, as well as many initiatives to support a healthy lifestyle.

Application Details: To apply for this position, please submit your CV along with a cover letter detailing your relevant experience and qualifications. If you do not meet all the criteria but believe you are a good fit for the role, we encourage you to apply anyway. This role offers a dynamic and supportive environment where you can grow your skills and make a significant impact. If you are passionate about technology, eager to learn, and dedicated to providing outstanding service, we encourage you to apply.