Field Service Engineer

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Hardware Field engineer – Team Leader
Remote plus travel – can live anywhere between North Midlands and Scotland
My client provides technical software and hardware services in enterprise mobility, managed services, printing and mobile data capture solutions for blue chip clients supporting their logistics operations. They are seeking an experienced engineer who can install, repair and support some or all of: printers, handheld devices, scanners, barcode readers, EPoS, telematics, GPS, MDM, wireless, tablet technology etc. In addition to your engineering skills, you should have had some supervisory/team leader experience, ideally in a similar role.
You will be based from home and will go to client sites, largely in the North of the UK (can be beyond if needed) when required. There will be occasional travel to Europe.
JOB SUMMARY & SCOPE
In addition to Team Leader duties, your engineering scope is as follows:
Provide service and support for supported equipment, in a timely manner, including, but not limited to, installations, repair, preventative maintenance, calibration and sales support. Maintain an organized, proactive system of territory management, utilizing current management reports and data provided. Demonstrate the ability to develop contingency and effective support plans for necessary guidance from senior peers. Continually evaluate and implement efficiency improvements in territory operation. Responsible for promoting and maintaining high customer satisfaction levels and consistently achieving results across all key areas of the business with little supervision or direction. Focused on growing the business, treating every service event as a growth or lead opportunity. Maintain a positive attitude and demeanour, embracing change and managing your team to do the same.
KEY ACCOUNTABILITIES
• Promote and produce the sale of service contracts, upgrades, parts, and billable labour revenue to meet established business goals and guidelines.
• Mentor and manage a small team of 4/5 field engineers spread around the UK
• Organise work rotas, holidays, absences and manage any disciplinary issues
• Maintain proper and accurate inventory for the purpose of service and follow approved policies and procedures for Inventory Controls.
• Manage the submission of engineers’ documentation that details field activity, expenses, time reporting, and other information as required.
• Sign off expenses
• Point of escalation for technical issues and/or complaints
• Provide exceptional customer service; ensure customer satisfaction is achieved when resolving customer/product issues and complaints.
• Provide prompt, effective, and continuous communication with customers and internal stakeholders about service call status, ETAs and resolution status.
• Identifies team’s training requirements and facilitate learning
• Regularly interact and build strong relationships with internal and external customers.
• Develop a working knowledge of Corporate and Service Department procedures and policies.
• Installs, maintains, and repairs FHE (forms handling equipment)
• Takes ownership of position and proactively engages in coordinating and scheduling servicing activities based on regional demands and priorities.
• Demonstrates behaviour that cultivates operational excellence by continually challenging old methods or ways of thinking and taking responsible risks to improve results; serve as a positive role model in creative thinking and in focusing on quality work.
• Continuous training and self-development to learn products and applications.
• Complies with all safety policies, practices, and procedures.
• Performs other duties/special projects as assigned.
EXPERIENCE
• Near expert level technical background in electro-mechanical devices such as printers, kiosk/ATM devices, or equivalent experience.
• Several years of equivalent work experience in field service, IT, or a similar industry.
• At least 2 years Team Leading or supervisory experience
• Operates within division or department policy guidelines using independent judgment in achieving assigned objectives.
• Reads and interprets documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Applies common sense understanding to carry out instructions furnished in written, oral, or diagram form.
• Prioritizes and handles multiple tasks simultaneously.
• Strong computer skills and phone application skills using Microsoft Windows based programs is required.
• Self-starter and motivated to perform effectively during times of high demand.
• Ability to work from home with minimal supervision or guidance.
• Must have a valid driver’s license and maintain a safe driving record.
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• Be able to travel throughout the country.
• Be able to perform in high pressure environments.
• Critical physical effort consisting of continuously standing, bending, and handling equipment.
• Exposure to limited amounts of noise and paper dust.
• Home office with 90% daily travel to customer sites nationally.
TYPICAL PERFORMANCE TARGETS
• SERVICE DELIVERY: Sustained, measured excellence in project & process delivery
• COST TO SERVE: Sustained, measured excellence in delivery efficiency with expected continuous improvement
• INNOVATION: Step changed delivery in safety, quality, and/or cost
SUPERVISION
• You will manage several direct reports
DECISION MAKING + REASONING
• Able to take accountability and responsibility for business target delivery and decision making
WORKING RELATIONSHIPS
• Sales Order & Customer Service Teams
• Director of Field Services
• Field Engineers
Apply
Location:
Manchester
Job Type:
FullTime
Category:
Engineer, Service Engineer, Field Service Engineer, Engineering, Field Service, Field Engineer, Service

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