Company Overview
Glen Dimplex Group is a world leader in intelligent electric heating and renewable energy solutions, as well as holding significant global market positions in domestic appliances, cooling and ventilation. Dimplex is part of the Glen Dimplex Group. We design, develop and deliver innovative heating and ventilation solutions in all sectors in which we operate.
Main Purpose of Role
The role of Field Service Engineer will provide customer focused, high quality, cost-effective servicing, repair and setting to work on a range of Glen Dimplex products for a variety of customers throughout their designated area, and throughout the UK when called upon to do so.
Main duties will be the servicing and repairing of installed electric heating products, setting to work, servicing and repair of Heat pumps and ventilation products. Other duties will include supporting customers, installers & Service Partners & providing product training as required.
Key Accountabilities
* Work to operational procedures, safe working practices, Health & Safety procedures, and approved codes of practice as appropriate.
* Ensure that all necessary documentation and reports relating to all service visits are completed and submitted in a timely manner and in-line with GDHV requirements.
* Take Ownership for completing dynamic risk assessments when arriving at site, checking that the safety of themselves and others will not be compromised by completing the required task.
* Ensure that all work areas are kept in a safe condition whilst the work is being carried out and that the area is left in a safe and clean condition upon leaving, minimising the risk to yourself and others.
* Ensure that all accidents, near misses or potential hazards are reported to their line manager immediately to enable adequate investigations to be carried out.
* Attend meetings and training sessions as may be required so that the communication is to a high standard and skills are maintained and enhanced.
* Play an active role in the mentoring and assessment of Technical Services Apprentices to support them in their development.
* Be responsible for the care and condition of all vehicles, plant, tools and equipment issued to or used by the post holder, completing all related pre/post use safety inspections minimising the risk to yourself and others.
* Work together with the Technical Support Engineers on enquiries where they require further information as collaborating will maximise the opportunity to resolve issues first time.
* Work together with Customer & Technical Support Analysts to ensure PID/ISM has the latest technical information.
* Working together and pro-actively providing feedback where procedures could be improved and identifying product documentation gaps.
* Be Forward thinking challenging yourself and others to continually improve the customer journey.
* To work to agreed KPI's, exceeding them where possible and consistently striving for Excellence.
* To maintain a strong knowledge of client specific procedures and policies.
* To fully embrace treating Customers fairly and conduct business in a manner which conforms to this. Always remaining fully Customer focused. To fully embrace company values, ensure they are embedded in day-to-day activities.
* Take ownership of your professional development through 121 reviews and PDR’s
* To understand GDPR regulations and ensure that the regulations are always adhered to.
* To consistently comply with Health and Safety Regulations in all aspects of general duties.
Skills, Knowledge and Experience
Essential Criteria
* Proven customer service experience
* Committed to achieving and promoting high standards of customer care.
* Electrical qualifications (18th edition Wiring regs BS7671, C&G 2391 supported by additional electrical qualifications, training, and experience)
* Good knowledge of electrical systems
* The ability to work alone and unsupervised.
* Motivated to achieve business targets.
* Self-motivated decision maker.
* Good communication skills over all media
* PC literate
* Good organisational skills
* A commitment to continuous improvement both personally and for the role
* Hold a valid UK driving licence.
* Satisfactory DBS
Desirable Criteria
* NVQ Level 2 or equivalent plumbing qualification
* G3
* WRAS
* C&G F-Gas qualification 2079
* Knowledge of GDHV Products
* Mentoring skills
* Previous escalation handling
Travel
The role is field based covering London and the surrounding areas. There may be requirement to travel within the UK and Ireland and on occasion to other parts of the GDHV business
Glen Dimplex Values
* Think Customer
* Care About People
* Value Innovation
* Keep It Simple
Acknowledgement
This job description has been designed to indicate the general nature and level of work performed by employees within this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to the role.
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