Field Service Engineer
Reference code: 1757688
Location: Location / Area will be supplied prior to Interview
- Fuel card
- On the job training
Standard Working Day @ Day Rate
- Start Time = 8am
- Finish Time = 6pm
- (1 hour lunch break)
- Standard Working Day
- Plus 7am to 8am*
- Plus 6pm to 9pm*
- Monday to Sunday
All additional hours worked outside the Standard Working Day of 8am to 6pm, paid at Overtime rate.
Your Rota pattern will be agreed by your Line Manager
1 in 3 rolling shift pattern
Week 1 – Monday to Friday / x5 Days *Standard Working Day/Hours*
Week 2 – Monday to Sunday / x7 Days
*Standard Working Day/Hours + OOHs (7am to 8am & 6pm to 9pm)
Week 3 – Monday to Friday / x5 Days x3 Standard Days + x2 SB Standby Days *Standard Working Day/Hours*
Standby Days – Will be requested to work if business requirement i.e.
- to deliver an SLA
- work on escalated ticket
- reduce ticket volumes
- cover engineer absence
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To act as the Company’s ‘ambassador’ when attending customer site/s for support and maintenance activities, inline with Company values.
To adhere to Company Engineer Best Practices for Field Service Engineers.
To liaise with local customer representative/s in order to diagnose faults and ensure a rapid, accurate & long-term ‘fix’ to problem
To complete ‘fix’, and any necessary preventative maintenance work, to ensure IT equipment is returned to working order as quickly as possible and without the need to return to site to complete further work
To ensure replacement parts are utilized only where the diagnosis proves it is essential to do so
To ensure local customer representative/s is updated on call progress, fix or future action and likely timescales
To advise local customer representatives on proper care of equipment and provide simple training or advice that will prevent the recurrence of fault
To liaise with technical support personnel, where additional advice and guidance are needed to affective a ‘fix’. To act upon the advice of these staff and ensure a full understanding of their guidance to ensure future learning
To ensure all chargeable fault calls are identified and reported
To escalate any potential opportunities for future sales, up through line management chain
To update call management system, in real time, on activity and progress
To ensure all IT spares are returned in a timely manner and in accordance with logistics procedures
To submit activity reports (e.g. overtime, expenses, fuel returns) in a timely manner and in accordance with Company procedures
To prepare ad hoc briefings / reports on work completed to enable future engineers to undertake work on recurring calls
To proactively read technical documentation to ensure technical skills are up-to-date and effective
To liaise with internal departments in a positive and professional manner (e.g. Customer Care Centre, Logistics, Contracts Administration, Finance, etc.)
To provide proactive feedback on territory performance through line management chain to ensure ongoing service performance improvement, cost effective delivery and the dissemination of technical information
To ensure high levels of personal productivity and utilisation. To escalate where no work is available promptly • To complete ad hoc duties and tasks allocated through line management chain from time to time
This role will require the engineer to go to each customer site and fix the problems that they are having with either their POS, SCO, IT Equipment etc and/or general servicing.
It is essential the candidate demonstrates outstanding customer service skills with the customer in a professional manner. Represent the Diebold brand well and provide exceptional an customer experience. It’s not just about fixing the ‘machine’.
As a home base engineer, you are required to leave home at 8am & put yourself ‘on travel’ to your 1st call.
You will be required to work additional hours as Overtime & participate in a Standby Rota according to business needs.
You will be eligible to receive payment for Standby & Overtime.
You are required to adhere to all DN company procedures to successfully carry out the role.
You will live the DN values of:
- Willingness to Chance
Retail and break fix experience essential (POS, SCO, Pin Pads, Scanners, Tills, Printers, Back Office IT Equipment)
Minimum / Desirable 5 years’ experience would be ideal