Description
Field Service Engineer operates directly in the designated field territory and services/maintains company equipment while forging good business relationships with our customers. Is responsible for the direct management of all aspects of total customer service and works independently to troubleshoot and repair a variety of high-speed cash-handling equipment, tracking and management of parts/tools and staying abreast of changes in technical and functional elements of Glory Global Solutions equipment.
Key Responsibilities
* Responsible for the installation, maintenance, repair and upgrade of equipment in the field and provides customer/internal training as required
* Investigates technical issues/warranty failures/in field failures and can resolve issues by the most efficient and economical manner keeping Product Specialists and Service Management informed of ongoing actions/solutions.
* Liaises with local Service Centre/partners to receive/discuss work/schedule workload in the most efficient manner taking into consideration site location, priority and cost implications
* Plans and prioritises workload to achieve business aims and meet customer needs
* Effectively diagnoses system problems and provides solutions for repair while keeping customer apprised of progress especially during maintenance/downtime of a machine
* Documents system problems and preventative maintenance in customer site log
* Gathers and records machine information to monitor performance
* Completes machine installations, Engineering Change Notices (ECN) that affect system upgrades and hardware/software upgrades that may require technical assistance
* Make recommendations for improving service, reliability and performance of equipment
* Escalates difficult technical problems by seeking timely advice or assistance from technical support
* Establishes preventative maintenance schedules and implements according to company specifications
* Assigned other job responsibilities within scope of position and to meet business demands
Required Education And Qualifications
Education Level
* Experience in a similar customer facing environment working to achieve customer service levels.
Qualifications
* Must have a recognised engineering qualification with post qualification experience in a support role.
Required Skills And Competencies
* Mechanically competent to a high standard
* Understands local Health and Safety regulations and works within company guidelines
* Effectively represents the Company whilst meeting the needs of the business partner; develops partner relationships through trust and performance
* Is flexible and can prioritise, plan and monitor own activity, performance and progress.
* Possesses first class customer service and communication skills; written and oral
* Logical trouble shooting skills and capability to isolate problems at PCB or component level
* Ability to effectively work with electric schematics, logic diagrams, and mechanical drawings
* Understanding of AC/DC power distribution and digital/analogue circuitry
* Must be available for on call (on some weekends)
* Must be able to work autonomously and with minimal supervision
* Working knowledge of personal computers especially Microsoft Office, navigation across network sites and email communication
* Holder of a Drivers Licence
Job Benefits
* 25 days' holiday a year plus bank holidays with the opportunity to buy up to five additional days
* Company Car
* Competitive company pension scheme
* Ongoing training and development
* Private medical insurance for all employees (enhanced membership can be purchased for other family members)
* Dental insurance for all employees
* Life assurance
* Income protection scheme
* Employee assistance programme
* Employee Wellbeing events and Mental Health First Aiders
* Employee My Benefits portal offering extensive retail discount
About GLORY
Global Leaders in Customer Experience Automation With a culture rooted in innovation, each day Glorys people are transforming our customers businesses. 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. Thats a reputation weve earned by combining our pioneering software and hardware with our dynamic people. Because alongside our technology, its our people who are driving our successes.
Why Join Us
Here at Glory, our ambitions are as big as yours. And thats why we are actively looking to recruit the best of the best. Join Glory and you will be part of the force driving our transformative technology and leading-edge innovations. Thats because every Glory solution is powered by exceptional people like you. with experience, skills and dedication. Here, we prioritise the development and well-being of our people. Across vibrant and collaborative workplaces, youll team up with colleagues across the world to deliver remarkable solutions in more than one-hundred countries. Looking to make a global impact? Join Glory in innovating the future of business transformation.
Glory Values
* Customer Delight. We put our customers first.
* Integrity. We do the right thing, always.
* Innovation. We embrace new challenges and share the future.
* Speed. We move fast, thats how we stay ahead.
* Diversity & Respect. We value the strength in our differences.
* Teamwork. We succeed together.
#J-18808-Ljbffr