Job Description: Field Service Engineer
Responsible to: Service Operations Manager
The purpose of this role is to install, repair, modify and service compactors and balers on Customer sites. A Field Service Engineer is a front line, Customer facing role that earns revenue for the Company. The individual is therefore also directly responsible for maintaining a professional and competent image of both self and the Company as well as carrying out the Field Service tasks efficiently and effectively.
KEY ACCOUNTABILITIES:
*Successfully deliver technical products such as repairs, preventative maintenance services, site surveys, training, installations and courtesy visits.
*Fault find and repair electrical, mechanical and hydraulic equipment and train Customer staff in the safe operation of our products.
*Ensure that all equipment supplied by us is installed, maintained and repaired to the highest standards in accordance with company guidelines, so that the quality of service received by customers is second to none.
*Provide us with detailed and accurate estimates for breakdown and remedial repairs, detailing parts, labour and resources required to complete the necessary work.
*Liaise with site staff during each visit to ensure that their expectations are fully met and each problem has been resolved to the customer’s satisfaction.
*Raise and process the necessary paperwork both accurately and fully, ensuring a customer signature is obtained for all work undertaken.
*Liaise with our staff regarding both the progress of completed and incomplete jobs to ensure the smooth running of service activities.
*Develop excellent customer relationships with managers and site staff to ensure the highest standards of customer care, promoting a proactive and professional image for self, team and company through personal presentation and actions.
*Perform courtesy visits to existing and new customer sites. Advise customers of additional products and services that might be appropriate to their needs, so that sales opportunities are maximised and excellent customer service provided. Liaise with our staff to ensure that leads are passed on accordingly.
*Manage own time to maximise work completed, Customer Satisfaction and profit.
*Maintain a comprehensive stock of spares and a full tool kit, so that all service eventualities are covered and a high level of first visit fix rates can be achieved.
Personal Profile:
*Ideally you will be an experienced Field Service Engineer, plant fitter or have worked in a similar role within the engineering sector
*Strong mechanical and electrical troubleshooting skills
*A good standard of education to a minimum of GCSE level (inc Maths and English) / City and Guilds / completed an apprenticeship.
*Able to work well on own initiative, remaining calm under pressure and be able to demonstrate an organised and methodical approach to work.
*Self motivated and display the ambition to continuously improve performance.
Key Experience:
*Previous experience of repairing and servicing equipment, with a sound mechanical, and electrical maintenance background, along with a sound knowledge of hydraulics. You will ideally have welding experience.
*Diagnostic ability to identify and rectify equipment faults.
*Previous experience in a customer facing role such that the individual can appreciate and implement excellent standards of customer service.
*A full UK driving licence