Full job description

Description

ROLE TITLE: Field Service Engineer - Newcastle

FUNCTION: Service

REPORTING: Regional Field Service Manager (North)

LOCATION: Newcastle

Introducing Glory

Global Leaders in Customer Experience Automation

With a culture rooted in innovation, Glory’s people are transforming our customer’s businesses every day. Our automation solutions empower retailers, restaurants and financial institutions to save time, money, and deliver unrivalled customer experiences. Publicly listed and proudly international, Glory has been a trusted name for over 100 years, and a global leader for more than a decade. This reputation is built on our pioneering software and hardware combined with our dynamic people. Alongside our technology, it’s our people who drive our success.

ROLE PURPOSE

The Field Support Engineer is field based and responsible for providing technical customer support in resolving customer technical issues including troubleshooting and repairs, installations and training as required.

Key Responsibilities

MAIN RESPONSIBILITIES

Technical Support:

• Maintain a thorough working knowledge of Glory products and systems.
• Maintain a thorough understanding of Entitlements and Out of Scope pertaining to service contracts and coverage levels.
• Maintain a thorough understanding of the practises and techniques to prevent Electro Static Discharge damage to components when working on them.
• Perform equipment pre-staging
• Perform equipment installations/commissioning
• Perform remedial repair activities on customer sites
• Perform Preventative Maintenance as required
• Installation of approved software updates
• Recognise situations requiring a service call or fault to be escalated and follow proper Escalation Procedures
• Provide the support required to close service call promptly, within the SLA and to the satisfaction of the customer
• Effective ‘debrief’ and reporting of service calls as requested by your manager
• Complete administrative paperwork timely and accurately
• Perform assignments as required by Helpdesk or your manager

Health & Safety:

• Adherence to Health & Safety policies and procedures at all times
• Ensure the prompt and accurate reporting of all workplace incidents and injuries
• Ensure all hazards are managed according to the hazard management process
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