Job Title: Service Support
Reporting To: Technical Service Manager
This position is ideally suited to those with experience of field service work who would prefer an in-house role. You will approximately be 90% in house, 10% out on site (training).
Essential Qualifications & Skills
Electrical or Electronic Engineering City & Guilds Level 1&2&3 or HNC/HND or NVQ (Level 2 or above)
Previous experience of Electrical fault finding (on site or over the phone)
Good customer service communication skills (both written and verbal)
Meticulous, accurate and confident (with the ability to close out)
Computer literate (Word, Excel – basic level as a minimum)
Fluent Spanish speaker (Ideally)
Beneficial Qualifications / Skills:
Field service experience (travelling for work within the UK or worldwide)
Other foreign language (any is desirable in order of preference: Portuguese, German, French, Italian)
Knowledge of PCBs & PLCs (up-loading of programmes and interrogation of fault record for trouble shooting)
Experience of an MRP / ERP system (Preferably Dynamics 365)
Current manual driving licence
Intermediate Excel capability
Training
Extensive training is provided for all staff. You will be given in house training in production to gain knowledge of our product range, and see the flow of materials from goods in, to assembly (electrical/electronic & mechanical), test (system testing, analysis & fault finding) and despatch.
You will accompany experience Service Technician’s on installations, commissions, tests, service and repair visits.
In house MRP training from department staff.
Other courses as identified and required.
Tools & Clothing
All necessary tools and safety equipment are provided, including PPE (safety shoes, etc. as required).
Job Description
Customer support through telephone, email or any other technology available. Dealing with issues and problems with customers in a logical and calm manner.
Advanced remote fault finding using our specialist Remote Monitoring tool.
Electrical fault diagnosis, reading electrical related drawings, wiring diagrams, circuit diagrams, logical approach to fault diagnosis required.
Mechanical fault diagnosis, reading 2D and 3D mechanical drawings understanding measurements and tolerances.
Software - Understanding different types of HMI, being able to communicate with others to operate from afar.
Spare parts administration, identifying parts required, producing quotations, and converting quotes into orders.
Planning Service Technicians visits, organising and booking travel arrangements, hotels etc. Liaising with customers to agree time & dates for service visits.
Briefing Service Technicians prior to scheduled work, liaising with them on site regarding faults, installations and service visits.
Collection of commissioning information and release codes, updating the database accordingly.
Visiting customer sites both in UK and overseas (sometimes at short notice) when required.
Using your foreign language capability to speak to relevant customers (if applicable).
Remuneration Package
Salary: Basic annual salary £42,000 - £44,000
Minimum hours of work: 08:45 – 17:15 Monday – Friday.
Pension upon joining the company (5%)
Life assurance, after qualifying probationary period (6 months)
Out of pocket expenses reimbursed.
Private healthcare and increased pension contributions (8%) after further qualifying period (2-3 years)
33 days holiday, including UK Bank holidays.
After long service holiday increases further.