Field Service Technician

Responsibilities :

JOB FUNCTION

Within the UK Service Delivery the Field Service Engineer is responsible for achieving customer satisfaction through effective installation, repair, removal, relocation and modification of equipment for which he/she has been trained and for completing these tasks in line with team cost and productivity targets.

DUTIES AND RESPONSIBILITIES

Tasks are split into 3 key areas as follows:

I. Productivity

• Utilize communication and analytical skills to correctly diagnose and repair faults.
• Prevent future occurrence and predicted failure by completing preventative maintenance schedules.
• Accurately feedback information following set procedures.
• Call the customer to telephone fix or confirm arrival time.
• Observe health and safety regulations and company quality procedures at all times.
• Plan workflow and be constantly aware of customer needs and time constraints.
• Effectively communicate with Team Members, Hardware Specialists, Service Delivery Manager and Control Tower members.
• Contribute in team meetings towards team improvement.
• Perform the appropriate job function requirements within the escalation procedure.
• Install equipment and when necessary train the customer to operate it effectively.

II. Business Controls

• Maintain parts, manuals and tools to an auditable standard to match business needs and minimize return visits.
• Follow ‘call charge’ procedure when necessary and ensure customer acceptance.
• Ensure all administration is accurate and submitted in a timely manner.
• Accept responsibility for the security and condition of the company property in your care.

III. Customer Satisfaction

• Through effective communication ensure customers are satisfied with the outcome of a problem or the planned future action.
• Escalate non-service problems to the correct department in a timely manner and complete the customer complaint procedure.
• Ensure professional presentation at all times to a business standard.
• Demonstrate Lexmark company standards and follow company procedures at all times.

MEASURES OF PERFORMANCE

• Activity rate
• Work rate
• Return to fit rate
• Call-back defects
• Parts fit per call
• Parts inventory value
• Admin/Inventory accuracy
• Customer feedback
• Professional appearance

EDUCATION & EXPERIENCE

• Electrical/electronic/mechanical background
• Previous relevant technical experience
• Knowledge of customer expectations/environment

SKILLS

• Analytical mind-set
• Good organization skills
• Good communication skills
• Problem solving skills
• Skills in use of MS Office, specifically Excel is an advantage

How to Apply ?

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