Job Summary:
Job Description:
Trainee Field Engineer
Location: Loughton, Essex (with expectation of working in London most nights, with potentially travel around the country and UK)
Reports To: Field Services Manager
About Trapeze ITS UK
Trapeze ITS UK, a leading provider of intelligent transport systems, is seeking an experienced and dynamic Service Delivery Manager to lead our Ireland Service Management team and manage associated contractual activities for its new NTA NG AVL contract.
Trapeze ITS UK is part of Modaxo, a global organization bringing together businesses that collectively focus on advancing new technologies and innovations for people transportation. With more than two dozen companies representing 12 brands, Modaxo comprises 2,000 people, operating from 35 offices in 21 countries around the world.
As an employer we are committed to cultivating a friendly and exciting working environment, with huge emphasis on employee engagement. We can offer the sense of social community often associated with a small, local business; combined with the expected advantages of working for a far larger employer: great benefits; dedication to identifying talent; and huge investment in staff development.
“Modaxo’s expertise, global bench strength, and singular focus on People Transportation make it a great home for technology companies that share our vision to efficiently move the world’s people” – Bill Delaney, CEO, Modaxo.
Role Summary
We are looking for an enthusiastic and energetic Trainee Field Service Engineer to join our dedicated night 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 junior 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—Customer Centricity, Flexibility, Innovation by Thinking Differently, and Service Excellence—are woven into every aspect of this role.

Key Responsibilities

• 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.
• 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.
• 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.
• 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.
• 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

• Communication: Strong interpersonal and communication skills, capable of clearly explaining technical issues and solutions to non-technical stakeholders.
• 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.
• 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 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

• Customer Centricity: Prioritise customer needs and satisfaction in every interaction and support activity. Strive to understand and meet customer expectations, delivering solutions that enhance their experience.
• Flexibility: Adapt to changing schedules, urgent support needs, and varied project requirements. Be open to cross-training and taking on diverse tasks to ensure continuous service availability.
• Innovation by Thinking Differently: Bring fresh ideas and innovative solutions to the table. Challenge conventional methods and seek new ways to improve systems, processes, and service delivery.
• Service Excellence: Commit to the highest standards in all aspects of the role, from technical support to customer service and documentation. Aim to exceed expectations and deliver exceptional results consistently.

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.
Worker Type:
Regular
Number of Openings Available:
1
And a fantastic opportunity to join a market leading Software Company.

• 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.
• 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.
• 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.
• 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.
• 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