To provide customers with a professional, efficient maintenance and break-fix repair service
across a broad range of EPOS (servers/tills/printers/PEDs/scanners/ switches/routers/APs) and IT
equipment (PC's/laptops/printers/network devices), including back-ups, re-imaging and IMACs
2. DIMENSIONS:
Working as part of the wider ITS field service team, responsible for achieving Company performance
measurements 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 achievement
3. KEY RESULT AREAS:
1. To provide a technical service to customers, including installation, maintenance and repair of
equipment. To ensure customers receive a satisfactory service in line with agreed service level
agreements
2. To maximize revenue by identifying potential business and professional service opportunities, whilst
carrying out day-to-day duties
3. Management and control of vehicle/site stock, to improve first time fix levels to customers
4. Manage used stock returns to ensure maximum throughput into the repair cycle
5. Effectively repair customer equipment to maintain the highest levels first time fix
6. Customer centricity, ensuring high levels of customer satisfaction
Internal
4. 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 customer
satisfaction
- Good understanding of stock control
5. 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 are
achieved
Customers, in order to assist in faultfinding activities
6. SCOPE FOR IMPACT
This role requires significant travel throughout a designated area, therefore a flexible approach to work is
required,
Participation in the weekend out of hour's rota is a fundamental part of the job role
Ability to work under pressure
Time management