Field Service Engineer (Template)

Position Summary

To maintain Company equipment on Client sites in the most cost-effective and efficient way, to support this with the relevant administrative requirements and to ensure a smooth working relationship with all Customers and other member of the Service Department. 

Successful Outcome

The success of this role can be measured in key areas:

• First Visit Completion: Where possible to complete your Service Call at the first visit ensuring the best possible service to our contracted customers.
• Customer Relations: To ensure that you represent the Company in the way it expects (detailed in the Company Handbook) enabling a long term working relationship between the two parties.
• Effective Communication: To ensure that the office, work colleagues and client are informed of the relevant information in a timely manner.
• Accurate Administration: To ensure that all administration is carried out accurately to allow the smooth flow of work, upkeep of records and billing details.
• Management of Company Equipment: Manage what has been given to you to carry out your job, car, car stock and tools ensuring you are best equipped.
• Personal training and outlook: To keep up to date with latest developments, make yourself available for relevant training and to maintain a positive attitude.

Key Tasks & Responsibilities (should specifically include):

First Visit Completion:

• Ensure you have understood the requirements of the Call prior to arrival.
• Ensure that you have the relevant parts to carry out your Call.
• Ensure that every effort is made to complete your call to the required standard in a timely manner.
• Remember the two-hour rule, use the external resources available to assist you.

Customer Relations:

• Understand the Client expectations and ensure they are carried out, when within the Company guidelines. Any issues should be escalated.
• Do not contradict what is the Clients belief of the equipment sold, any issues should be escalated.
• Always represent the Company in a profession manner.

Effective Communication:

• Ensure that Clients are informed of your estimated time of arrival and updated as required.
• Ensure that the Service Desk is informed as early as possible to any potential issues.
• Report back, in writing, any Client concerns or worries

Accurate Administration:

• Ensure correct charges are added to Calls and that the Client understands them when signing off.
• Ensure correct, detailed, information is recorded for each Call within the system, include photos where necessary.
• Ensure Timesheets and Expense Forms are accurate and submitted in a timely manner.

Management of Company Equipment:

• Keep car roadworthy and legal at all time by ensuring timely servicing, MOT, tyre replacements, etc.
• Ensure that you have the correct tools for the job and that they are in a good working condition.
• Ensure that any Car Stocks are up to date, timely replenished and accurately logged.

Personal Training and Outlook:

• Always relay a positive attitude.
• Ensure that every effort is made to have a clear understanding of Company policies and expectations.
• Always follow procedures, as in Company Handbook.
• Ensure that you highlight any training that would benefit your role.
• Always be presentable as this is a Customer Facing role.

Contact:

If you are interested in this position then please forward your CV to: Laurence.OToole@morgana.co.uk