Field Service Technician (Engineer)

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ABOUT THE ROLE

The Field Service Engineer is responsible for providing onsite and remote support services for the Kardex range of products, including mechanical, mechatronic and control systems. This role involves servicing and troubleshooting equipment, including integration with other connected systems, as well as performing control software updates and modifications. The Field Service Engineer also acts as a brand ambassador, consistently demonstrating Kardex’s core values of Team Spirit, Respect, Reliability, and Passion, in all interactions with customers and colleagues.

KEY RESPONSIBILITIES

Service requests:

• Install, commission and maintain Kardex automated storage and retrieval Systems.
• Provide a high level of customer service and interactions in accordance with Kardex policies.
• Deliver basic levels of customer product training.
• Communicate clearly and professionally with customers, colleagues, and management.
• Ensure accurate and timely completion of documentation and call tracker entries.
• Respond to customer service requests as directed by line management.
• Work effectively with minimal supervision while maintaining appropriate communication.
• Collaborate with team members to support operational needs

• Problem Resolution
• Deal with all aspects of machine/unit performance and achieve a high level of first time fix without the excessive use of parts.
• Provide first and second line trouble shooting and removal of root cause of faults.
• Escalate more complex/unusual issues to the appropriate individual/team ensuring that issue is resolved as efficiently as possible and in accordance with company policy and precedent.
• Make contributions to the ongoing development of the team and overall service performance.

Quality/Health & Safety:

• Ensure that all personal PPE is maintained as required and inspected at required intervals.
• Work within agreed quality and health and safety standards.

Database/inventory

• Ensure data is managed and provided accurately.
• Achieve a high first time fix rate and minimum recalls with the most cost effective use of labour time and parts.

Key Competencies

• Education: Diploma/Certificate in Electrical/Mechanical/Electrical Engineering or related Technical Studies.
• Work Experience:
  • Minimum 5-7 years of experience with last 3 years in field Service, handling high Capex nature equipment.
  • Possess good knowledge in warehouse automation, both application and processes, including software systems. Understands application of ASRS, Automation, Robotics, AGV, AMR, VLM and/or conveyor systems in the end-users’ warehousing environment.
  • Have good commercial acumen, able to interact with customer on business contract and modernisation. A trusted Advisor nature.
• Skills: Working knowledge in Electrical and IT networking, comfortable with computers and software.
• Physical requirement: Fit for heavy lifting task
• Language: English – fluent (both spoken and written).
• Travel: High, in country. Possess a Car and Driver's licence.

Behaviours required to perform this role:

• Able to extract diagnostic data in order to ascertain root cause of reported fault.
• Logical and forward thinking when carrying out Routine Maintenance.
• Logical approach to fault analysis/problems.
• Able to follow laid down procedures and policies.
• Able to evaluate situations and respond appropriately.
• Self-motivated, self-disciplined and maintain positive attitude.
• Able to cope with varying levels of stress and pressure.
• Able to make decisions/judgements.
• Able to work beyond working hours if required (on weekends and public holidays).

Other skills/competences/qualifications:

• Service-minded.
• Customer oriented.
• Structured, independent and self-organized.
• Communicative.
• Flexible and accommodating.
• Interpersonal skills.
• Personal effectiveness.

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