Responsibilities and Duties
To provide customers with a professional, efficient maintenance and break-fix repair service
across a broad range of EPOS (servers/tills/printers/PEDs/scanners/ switches/routers/APs) and IT
equipment (PC’s/laptops/printers/network devices), including back-ups, re-imaging and IMACs
2. DIMENSIONS:
Working as part of the wider ITS field service team, responsible for achieving Company performance
measurements as individually agreed by the Field Service Manager:
1. Highest level of productivity
2. First time fix rate
3. Cost controls in line with set budget
4. Stock management
5. Customer response/fix SLA achievement
3. KEY RESULT AREAS:
1. To provide a technical service to customers, including installation, maintenance and repair of
equipment. To ensure customers receive a satisfactory service in line with agreed service level
agreements
2. To maximize revenue by identifying potential business and professional service opportunities, whilst
carrying out day-to-day duties
3. Management and control of vehicle/site stock, to improve first time fix levels to customers
4. Manage used stock returns to ensure maximum throughput into the repair cycle
5. Effectively repair customer equipment to maintain the highest levels first time fix
6. Customer centricity, ensuring high levels of customer satisfaction
Internal
4. KNOWLEDGE, SKILLS AND EXPERIENCE REQUIRED
6. Excellent knowledge of electrical/ mechanical engineering
7. Good product knowledge across retail and IT hardware/images and OS
8. Proven fault finding technique
9. IT literate
10. Excellent Interpersonal and customer handling skills
11. Excellent knowledge of Company Service procedures
12. Good organizational skills, with ability to multi task to meet service priorities
13. Ability to work under own initiative in pressured situations to deliver the highest levels of customer
satisfaction
14. Good understanding of stock control
5. COMMUNICATIONS AND WORKING RELATIONSHIPS
15. National Call Centre, to pick up daily workload, order customer parts and for first level escalation
16. Technical Specialist, for technical assistance and problem resolution
17. Field Support personnel for technical assistance and query resolution
18. Service Administration Departments, in order to process chargeable calls
19. Managers and Directors at all levels to ensure customer service levels are maintained and KPI’s are
achieved
Customers, in order to assist in faultfinding activities
6. SCOPE FOR IMPACT
This role requires significant travel throughout a designated area, therefore a flexible approach to work is
required,
Participation in the weekend out of hour’s rota is a fundamental part of the job role
Ability to work under pressure
Time management
Job Types: Full-time, Permanent
Pay: ££ per day
Benefits:
20. Company car
21. On-site parking
Schedule:
22. Day shift
23. Flexitime
24. Monday to Friday
25. Overtime
26. Weekend availability
Licence/Certification:
27. FULL, UK CLEAN DRIVING (required)
Work Location: In person
Desirable
28. .