Entry-level / Experienced Field Service Engineer - Bristol

at  Glory Global Solutions

ROLE TITLE: Entry level / Experienced Field Service Engineer
FUNCTION: Service
REGION: Europe
REPORTING: Field Service Manager
LOCATION: Bristol

REQUIRED EDUCATION AND QUALIFICATIONS

• Entry level and Senior Engineers must have a recognised engineering qualification and a full, clean Driving Licence
• For entry level, any customer service experience would also be beneficial
• For senior Engineers, experience in a similar customer facing environment working to achieve customer service levels as well as post qualification experience in a support role is required

REQUIRED SKILLS AND COMPETENCIES

To perform in the function successfully, individuals must be able to perform each essential duty satisfactorily and the requirements listed below are representative of the knowledge, skill, and/or ability required

Experienced Engineers will be expected to fully meet these criteria, entry-level Engineers will be trained to meet this standard over time:

• Mechanically competent to a high standard
• Understands local Health and Safety regulations and works within company guidelines
• Effectively represents the Company whilst meeting the needs of the business partner; develops partner relationships through trust and performance
• Able to be flexible and prioritise; planning and monitoring their own activity, performance and progress
• Able to demonstrate first class customer service and communication skills; written and verbal
• Logical trouble shooting skills and capability to isolate problems at PCB or component level
• Ability to effectively work with electric schematics, logic diagrams, and mechanical drawings
• Understands AC/DC power distribution and digital/analogue circuitry
• Must be able to work autonomously and with minimal supervision
• Working knowledge of personal computers especially Microsoft Office, navigation across network sites and email communication
• Must be available for on call (on some weekends)

ROLE PURPOSE

The Field Service Engineer operates directly in the designated field territory and services/maintains company equipment while forging good business relationships with our customers. Is responsible for the direct management of all aspects of total customer service and works independently to troubleshoot and repair a variety of high speed cash-handling equipment, tracking and management of parts/tools and staying abreast of changes in technical and functional elements of Glory Global Solutions equipment.

MAIN RESPONSIBILITIES

• Responsible for the installation, maintenance, repair and upgrade of equipment in the field and provides customer/internal training as required
• Investigates technical issues/warranty failures/ in field failures and can resolve issues by the most efficient and economical manner keeping Product Specialists and Service Management informed of ongoing actions/solutions
• Liaises with local Service Centre/partners to receive/discuss work/schedule workload in the most efficient manner taking into consideration site location, priority and cost implications
• Plans and prioritises workload to achieve business aims and meet customer needs
• Effectively diagnoses system problems and provides solutions for repair while keeping customer apprised of progress especially during maintenance/downtime of a machine
• Documents system problems and preventative maintenance in customer site log
• Gathers and records machine information to monitor performance
• Completes machine installations, Engineering Change Notices (ECN) that affect system upgrades and hardware/software upgrades that may require technical assistance
• Make recommendations for improving service, reliability and performance of equipment
• Escalates difficult technical problems by seeking timely advice or assistance from technical support
• Establishes preventative maintenance schedules and implements according to company specifications
• Assigned other job responsibilities within scope of position and to meet business demands