The Service Engineer will make scheduled visits to Customer sites and Repair Centres or responds to calls dealing with a wider set of basic problems as per the Service Level agreement.
The Service Engineer will be responsible for the following:
- Technical Capability. Carries out basic, first level diagnosis, resolves problems on a small set of products (e.g. Printers, PC's, Front Office Tills), rebuilds operating system from instructions to meet SLA's.
- Process. Follows established processes and systems like completion of all admin paperwork, charging customers, call system, customer's on-site processes or Repair Centre processes eg Health & Safety guidelines, code of conduct to meet laid down guidelines.
- Problem Solving. Listens to and understands a broader range of basic problems and ask relevant questions to resolve problems within required timescale.
- Service Levels. Delivers service-escalating issues within time to deliver required service level and meet or exceed customers' expectations/SLAs.
- Team Working. Perform as a team player being viewed by colleagues as a helpful member of the team.
- Business Awareness. Follows laid-down procedures and be aware of the factors influencing costs.
- Professional Development. Takes the initiative to drive own technical and professional development to grow product and business knowledge.
To be successful in this role you will require:
- Limited skill level of Hardware/Software & scripts to complete disc builds.
- Products: Front & back office (retail, Hospitality) PC's.
- Understands importance of service to customers business. Also be aware of internal customers, and impact of service quality on their business.
- Able to establish quick working relationships with customers.
- Communication-listening, ability to communicate clearly with customers, colleagues and managers.
- Completion of Customer Care Programme.
- Completion of Generic Programme or equivalent experience.
- Desktop accreditation desirable or equivalent experience.
- Willing to learn about unfamiliar products.
Please call Candle on 08 8223 3886 for more information on the role.
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