Field Service Engineer
Full time
Primarily covering Nottingham and Surrounding areas (NG1/2/3/4/5/6/7/8/9/10)
Salary: Depending on experience, + quarterly bonus scheme
A Field Service Engineer at ASL will efficiently provide excellent on-site technical support to a range of print devices installed at our customers’ premises.
KEY RESPONSIBILITIES
- Diagnose and repair print devices at customer sites in accordance with service guidelines.
- Complete all service calls within agreed response times and to a consistently high standard.
- Carry out preventative maintenance during fault calls or scheduled visits to minimise downtime.
- Installation and removal of machines, including networking with the customer’s system and operator training.
- Collaborate with the Digital Service Team for diagnostics and call triage to ensure efficient resolution.
- Assess whether issues can be resolved remotely before travelling, reducing unnecessary mileage and environmental impact.
- Utilise remote support tools where applicable to assist in troubleshooting before attending site.
- Manage and maintain accurate records of car stock items and usage.
- Ensure accurate accounting of stock and work time for reporting purposes.
- Communicate effectively with Service Control via phone or PDA to ensure timely completion of calls to set targets.
- Deliver exceptional customer service and uphold Company standards.
- Apply proven fault-finding skills and methodical working methods to resolve issues efficiently.
- Accurate accounting of stock and work time
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KEY MEASUREMENTS
- Number of good calls per day achieved
- RTF and Recall rates
- Mean copies between faults
- Cost per 10K copies
- Customer testimonials/complaints received
- Servicing of machines within budget restraints given
SPECIAL REQUIREMENTS
- Minimum of 2 years field experience
- Must have good networking skills to install and fault find printing and scanning
- Good fault-finding skills and methodical working methods.
IDEAL CANDIDATE
- Possess good organisational skills with the ability to prioritise workload and use own initiative where appropriate
- Be personable and approachable with excellent customer service skills.
- Show great skills in networking and technical ability.
- Good IT installation skills.
- Good fault-finding skills and methodical working methods.
- Kyocera, Ricoh and Canon experience.
IN RETURN WE OFFER
- Field Service Engineer bonus scheme
- Company car provided
- Working hours Monday - Friday, 8:30am - 5:30pm with one hour for lunch, unpaid.
- Initially 25 Days annual leave in addition to Bank Holidays rising to 28 after 5 years service.
- Excellent training & development opportunities within a growing organisation.
- Partnership with charities that offer learning and development opportunities
- Life insurance.
- BUPA health assessment.
- Physical, mental and emotional wellbeing support for you and your family including bereavement counselling.
- Bereavement and probate service.
- GP access 24/7, 365 days a year.
- Volunteering leave policy (2 days/15 hours per year).
- 10% TradePoint (B&Q) discount.
- Company social events.
- Free flu vaccines each winter.
