Field Service Engineer

What to Expect

Once trained on our products, you will be out in the field relatively quickly, utilising your current knowledge of MFPs and/ or Printers.

You will be responsible for providing post-sales/ implementation and technical support services to customers including installation, troubleshooting, problem resolution and maintenance.

You will be required to respond to customer questions regarding operation and malfunctions and advise customers on preventative maintenance and configuration adjustments to improve product performance and customer satisfaction.

As part of your role, you will cover Bristol and surrounding areas, with the expectation that on occasion you may be required to travel slightly further afield including Wales to cover holidays or other absences.

Responsibilities and Duties

• Installing, maintaining and diagnosis of printer machine faults as per Company Guidelines and SLA’s on specified MFP equipment.
• Escalating issues to a Senior Technician / Manager when required.
• Work proactively to achieve individual, team and Company SLAs and productivity levels.
• Monitor and maintain adequate stock levels.
• Regular contact with call centre to maintain accurate reporting.
• Develop and maintain a good rapport with the call centre, making regular contact with established call opening and closing procedures with accurately reported work/travel times.
• Ensure all relevant paperwork is completed and submitted in a timely manner.
• Training customers to be proficient in the use of their equipment.
• To observe and maintain a professional company approach to all customers in developing and building a good rapport.
• Develop and maintain a high level of product knowledge and skills.
• Comply with Group Policies, Procedures and Objectives.
• Perform other such reasonable tasks and responsibilities which may from time to time be required.

Qualifications and Skills Required

• A full driver’s licence and the flexibility to travel with the role.
• Professional written and verbal communication skills across all levels.
• Strong customer service skills.
• Ability to display tact and diplomacy when dealing with difficult situations and people.
• Good working knowledge of Health & Safety procedures
• Effective workload scheduling and prioritising.
• Proven Electromechanical Skills.
• Ability to support department with networking of machines to client systems.
• Good time management and organising skills.
• Computer literacy (Microsoft Office).