To provide customers with a professional, efficient maintenance and break-fix repair serviceacross a broad range of EPOS (servers/tills/printers/PEDs/scanners/ switches/routers/APs) and ITequipment (PC’s/laptops/printers/network devices), including back-ups, re-imaging and IMACs2. DIMENSIONS:Working as part of the wider ITS field service team, responsible for achieving Company performancemeasurements as individually agreed by the Field Service Manager:
• Highest level of productivity
• First time fix rate
• Cost controls in line with set budget
• Stock management
• Customer response/fix SLA achievement3. KEY RESULT AREAS:1. To provide a technical service to customers, including installation, maintenance and repair ofequipment. To ensure customers receive a satisfactory service in line with agreed service levelagreements2. To maximize revenue by identifying potential business and professional service opportunities, whilstcarrying out day-to-day duties3. Management and control of vehicle/site stock, to improve first time fix levels to customers4. Manage used stock returns to ensure maximum throughput into the repair cycle5. Effectively repair customer equipment to maintain the highest levels first time fix6. Customer centricity, ensuring high levels of customer satisfactionInternal4. KNOWLEDGE, SKILLS AND EXPERIENCE REQUIRED
• Excellent knowledge of electrical/ mechanical engineering
• Good product knowledge across retail and IT hardware/images and OS
• Proven fault finding technique
• IT literate
• Excellent Interpersonal and customer handling skills
• Excellent knowledge of Company Service procedures
• Good organizational skills, with ability to multi task to meet service priorities
• Ability to work under own initiative in pressured situations to deliver the highest levels of customersatisfaction
• Good understanding of stock control5. COMMUNICATIONS AND WORKING RELATIONSHIPS
• National Call Centre, to pick up daily workload, order customer parts and for first level escalation
• Technical Specialist, for technical assistance and problem resolution
• Field Support personnel for technical assistance and query resolution
• Service Administration Departments, in order to process chargeable calls
• Managers and Directors at all levels to ensure customer service levels are maintained and KPI’s areachievedCustomers, in order to assist in faultfinding activities6. SCOPE FOR IMPACTThis role requires significant travel throughout a designated area, therefore a flexible approach to work isrequired,Participation in the weekend out of hour’s rota is a fundamental part of the job roleAbility to work under pressureTime management