Overall job purpose The Field Service Technician role is required to carry out field-based engineering tasks, break/fix/preventative service works at customer locations, ranging from secure premises, banking facilities, government buildings, retail outlets, and commercial properties.
The post-holder will demonstrate exemplary levels of customer service, with a commitment to a first-time-fix culture to ensure the customer enjoys the best possible service experience from Gunnebo Entrance Control to encourage potential for enhanced and repeat business.
As well as being able to provide effective technical support, Field Service Engineers need to be flexible and have great customer service and communication skills.
This role has no budgetary responsibility but is responsible for van stock/inventory control, correct reporting of activity parts usage.
Key responsibilities Provide field-based engineering tasks, break/fix/preventative service works at customer locations, ranging from secure premises, banking facilities, government, retail outlets, and commercial properties.
Ensure good customer relations at all times, maintaining a high standard of appearance and customer-focused approach to communications.
Maintain an open mind to all daily challenges, exploring all options to ensure the highest possible first-time-fix rate and limiting the opportunity for repeat calls to an absolute minimum.
Backup and assist the service team and other engineers to ensure the most effective delivery of service provision.
Follow customer procedures to ensure efficient job closure.
Provide regular and professional communication with the call desk and management team.
Ensure all job-related documentation and other required administration (e.g., permits to work, timesheets, expense claims) is completed on time, including prompt updates to the service ERP management systems.
Maintain currency of knowledge with respect to relevant technology, equipment, or working practices required to support the business and its customers.
Participate in a 1 in 4 call-out rota, supporting out-of-hours site intervention requests as detailed in the overall job purpose.
Regular travel throughout Italy and eventually out of Italy.
Employ a continual improvement approach to your own working practice, always exploring opportunities for continued professional development and making suggestions to management where appropriate.
Ensure that all relevant Health, Safety and Environmental procedures and practices are followed, ensuring that everyone is made aware of their responsibilities in these areas.
A high degree of flexibility; the post-holder is expected to undertake any other duties for the Company within the role holder's capacity in line with their skills and capabilities, which may include covering other regions.
Take care of the vehicles, tools, devices, and other entrusted items.
Knowledge, skills, competencies Essential High level knowledge of electronic/electric circuitry.
Able to read and understand wiring diagrams.
Good mechanical hydraulic knowledge.
Good knowledge of Excel, Word, and Outlook packages.
Willing to train on varying new products.
Experience of working as a mobile engineer.
Excellent customer service skills and a commercial knowledge and understanding.
IT skills and use of PDA/smartphone device software: Ability to handle changing priorities and work well under pressure whilst presenting a positive image.
A strong and trusted team player.
Excellent communication skills, able to listen to and empathize with customers and present a positive image of Gunnebo.
Ability to problem solve, to establish all the facts in order to resolve a presenting situation independently using own initiative, consulting with experienced colleagues, team leaders, and suppliers as necessary.
Able to deliver results to ensure customer calls are resolved quickly and efficiently, to prioritize effectively, meet deadlines and targets, and use own initiative to get the job done.
Driving license.
Available to travel regularly nationally and internationally.
Clean Criminal Record.
Desirable Experience within the Entrance Control industry or similar.
Previous experience in Entrance Control, Electro/Mechanical Field Service, CCTV, Access Control.
Formal training/instructional qualification.
Mechanical and electrical qualifications.
Software programming knowledge.
Network/IP setup in-depth knowledge.
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