The Opportunity

We're working with a well-established print and document solutions provider to find a Field Service Engineer to join their service team. You'll provide onsite service and support to customers, acting as a mobile engineer on assigned open tickets and resolving customer-affecting technical issues quickly to keep customer satisfaction high.

The Role

This is a field-based role, working from a company van, with one day a week based in the Horsham office. You'll be expected to arrive at your first call by 9.00am and to accept calls up to 4.30pm, unless agreed otherwise with the Field Service Manager or Helpdesk Manager, and there may be some overtime during busy periods.

You'll be working to clear targets: meeting all response times and KPIs and helping to increase service profitability through efficient stock and call management.

What You'll Be Doing

• Attending customer sites to resolve open service tickets, following the minimum call procedure on every call
• Responding within the required response times, and calling customers before you travel to see whether the issue can be cleared over the phone or to let them know you're on your way
• Escalating to the helpdesk coordinator if you can't complete a call within an hour and a half of arriving on site, or if you're asked to look at another machine or issue
• Completing service calls accurately on the company's call system, including part numbers for return-to-fit bookings and correct meter readings
• Returning warranty parts (Kyocera, Canon and, where asked, Konica Minolta) to head office, along with the warranty sheet, samples and list prints
• Maintaining your toolkit and issued technology, such as your tablet and phone
• Handling static-sensitive, printed circuit boards using the correct static prevention precautions
• Using the relevant manufacturer and company tools for meter readings and maintenance support, along with online support resources to fix issues
• Providing initial support on software products loaded on devices within the company's portfolio, and passing on to software consultants when faults need escalating
• Knowing the company's range of products and services, and passing on any relevant sales leads through the correct process
• Always being proactive, making sure there's nothing else you can do before leaving site
• Supporting installations, helpdesk and workshop (PDI) work where needed
• Following health and safety law and risk assessments, signing in at customer reception, and maintaining the company's standard of dress
• Completing training set by the Field Service Manager within agreed timeframes, which forms part of your progression and career path

What We're Looking For

• Hardware trained on Kyocera, Canon and Konica Minolta
• Konica Minolta accreditation achieved to professional level and Canon to intermediate level
• Knowledge and understanding of Microsoft networks
• Experience with DHCP, DNS, TCP/IP, LDAP and Active Directory
• An understanding of print management and document management software products

Personal Qualities

• A positive, bright and cheerful personality with a mature attitude to work
• Excellent verbal and written communication skills, and confidence dealing with customers and colleagues at all levels
• Organised, with strong attention to detail and the ability to prioritise during a busy working day
• An enquiring mind that questions established methods and looks to streamline and simplify
• A proactive, can-do approach, keen to take ownership of issues and see them through to a conclusion
• Able to use initiative and work without direct supervision, while being a team player who shares the workload when needed
• Flexible and adaptable to meet business requirements

Nice to Have

• MCP or CompTIA certification
• Equitrac, PaperCut or PCounter experience
• Training on HP or Samsung equipment

What's on Offer

• Company van
• Field-based role with just one day a week in the office
• Training and a clear route for progression within the service team