Field Service Engineer – 1757688

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’.