Job title:                 Service Engineer

Responsible to:     Regional Service Manager

Department:           Region

Overview  

To complete service calls, installations, customer training and preventative maintenance schedules, as notified by the Service Controller, to the standards of quality and timing specified by the appropriate Service Manager. With this in mind, we must be fair to our customers and provide the best possible service and constantly aim to improve what we are best at and that is to supply a first class service to our customers.

Main Duties

• To respond to service calls within 8 working hours in 98.5% of all cases.
• To complete a first time fix of 95% of all cases.
• To complete machine faults (Fix) within 8 working hours in 93% of all cases
• To install and test new and re-furbished equipment supplied by the company, ensuring that all features and functions are operating correctly to the customer specification.
• To supply training to customers and operating staff when required, showing the daily filling, cleaning, and basic maintenance and programming where required and obtain a signature on the worksheet to confirm this has been completed to an acceptable standard.
• To carry out preventative maintenance routines, following the appropriate model guidelines, at the site designated by the service control.

Spare Parts:

• All vehicle stock of spare parts should be kept and stored in a clean and tidy manner in designated boxes so that stock takes may be carried out within 2 hours. No heavy items are to be placed on top of smaller delicate items.
• All new deliveries must be checked against the enclosed delivery note / picking list and any errors in the spare parts delivery must be reported to Vehicle Stock Controller as soon as possible.

Dress Code:

• All technicians must dress in company uniform at all times whilst on company business (including stand by duty) which must be maintained in a clean and tidy manner.
• All technicians must maintain an acceptable level of personal hygiene.

Paper Work:

Accurate and concise details of daily, weekly and expenditure records must be produced and submitted within the correct timeframes as stated below.

Communications

As indicated below, all technicians must ensure regular contact with Service Control by use of the ‘phone system and answering service:-

• to clear down after each and every completed call
• to report any type of hold up preventing completion of the work allocated for the day
• to report an aborted call
• to order spare parts
• to inform the controller of the work load planned for that day

Other responsibilities

All technicians will be required to:

• attend training courses as directed by their Service Manager;
• attend Cell meetings as directed by their Service Manager;
• ensure strict adherence to customer rules and regulations whilst on the customer’s premises including wearing high visibility and safety wear if required;
• abide by all general hygiene regulations as specific to any site visit;
• keep all Company provided tools and equipment maintained in a clean,   tidy and rust free manner;
• take full responsibility for returning their test equipment for re-calibration as directed by the Company (to be monitored by RSM);
• ensure all paper manuals are stored in a clean and tidy manner;
• keep all technical updates stored and filed in a clean and tidy manner;
• ensure the company vehicle is maintained and kept in a clean and tidy manner, with regular servicing as specified in the vehicle handbook. The oil level and tyre pressures should be checked once a week at least and any problems reported and rectified immediately.

Knowledge and skills required

• An ideal candidate would have a sound background of electro-mechanical experience.
• An electrical qualification is desirable (C & G Radio & TV / Electronic servicing, Electrical engineering / Installation), or 3 years experience in a  similar style working environment.
• 3 Phase experience would be an asset as some of our customers utilise the power supply on their equipment.
• A fundamental part of the job is fault finding to component level, therefore a logical and methodical approach is required. 
• A good standard of numeracy and literacy is essential.

Decision Making

Whilst all major decisions are made at Service Control or by the management, many of the daily decisions must come from the Technician using their initiative to ensure customers needs are met in the most efficient manner i.e.

• When technical assistance is required?
• Which customer should receive priority?
• When a machine is beyond economical repair?
• How to deal with a customer in difficult situations?

For these reasons the technician should be a quick and decisive thinker and not be afraid to justify decisions made in good faith.