The Role

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• Respond to customer service requests for the repair of business equipment and act as point of contact for all elements related to the devices.

• Undertake fault diagnosis and establish effective repairs through adjustment, cleaning or replacement of spare parts.

• Develop and implement ongoing preventative maintenance schedules in accordance with manufacturer guidelines, client and business requirements and recommendations from service management.

• Assist in the collection of usage pages and any configuration reports for devices when required.

• Liaise effectively with customer contacts and A.L.E Account Management team to maximise customer satisfaction and business results.

• Work with colleagues to help overcome new or unusual faults. Invoke call escalation processes in a timely manner when required.

• Inform the customer on the work carried out and gain acceptance to the machines condition and performance following the service work you have completed.

• Carry out the hardware and network/scanning installation of equipment provided by the company and ensure the machine performs to the customers satisfaction.

• Administer and coordinate all device-level aspects of installations, moves, additions, changes and disposals to device layout and fleet configurations post deployment.

• Proactively provide guidance and training to clients so they can maximise the productivity of the equipment and avoid operator faults.

• Effectively manage onsite stock of spare parts and consumables where/when applicable.

• Make full and proper use of all resource materials and equipment supplied.

• Work to achieve measured performance results, identify below target performance and create action plans to address machine and customer issues.

• Manage outstanding calls/workload effectively and maximise any available time to provide ‘value-add’ services to the customer.

• Keep customers advised on any ongoing issues such as return to fit parts requirements.

• Develop own skillset to increase effectiveness of the role.

• Attend manufacturer/in-house training courses along with on-line training as required.

• Adherence to all A.L.E and client security, vetting and data integrity requirements.

• Adherence to all A.L.E and client health & safety requirements.

 

The job description does not constitute all duties of the Field Service Engineer, as these may change with business requirements. There may be additional role requirements depending on specific client contractual obligations. Such tasks may include month end reporting, capturing of meter reads, support contract growth and development, involvement in account reviews and any specific client activity as agreed.​