Technical Support Service Engineer
Jacobs Massey
London
4d ago

Description

This role is primarily to provide technical support to Customer Services, Customers and Service Engineers before and during and after Service calls.

The aim is to ensure that Field Service Engineers attend faults that require an onsite presence and they attend with the correct information, skills, tools, and parts to affect a first-time fix.

Main Purpose of Position

This role is primarily to provide technical support to Customer Services, Customers and Service Engineers before and during and after Service calls.

The aim is to ensure that Field Service Engineers attend faults that require an onsite presence and they attend with the correct information, skills, tools, and parts to affect a first-time fix.

A key part of the role will also include giving the Customer Service Team technical assistance when they are specifying spares, and equipment.

The Technical Support Service Engineer will also assist with workshop repairs as and when the time or demand permits.

Key Responsibilities and Duties

  • Review all technical orders for onsite staff in support of Customer Service team
  • Validate and triage Field Service calls
  • Assist and complete In-house repairs
  • Provide 3rd party assistance to Field Service Engineers when they are on site.
  • Check, fix and report all meeting rooms daily, in conjunction with the VNOC.
  • Upload and manage installation schematics ensuring they are accessible for the service team.
  • Review and update operational guides for sites. (as built, operating instructions, modifications)
  • Identify and suggest training needs for engineers based on revisits, failures to fix, and new equipment being added to the service bank.
  • Schedule and participate in video and connectivity testing with both VNOC’s on a monthly basis
  • Test and report on VNOC hot desks in Hawley Mill, monthly, ensuring they are ready for Disaster recovery.
  • Manage and catalogue service spares stock and van stock
  • Audit all field and workshop engineer’s tools on a quarterly basis
  • Create annual audits and service schedules to cover critical spares held on site.
  • Keep client asset lists up to date co-ordinating with Onsite and Field Engineers
  • Create RAMs for engineer visit and ensure they are approved in a timely manner.
  • Cases not fixed first time are investigated and ownership to ensure follow up action is taken
  • Updating CRM and updating clients in a professional manner.
  • Ensure site surveys are completed and all paperwork is collated and has uniformity
  • Understand and proactively adhere to customer SLA’s
  • Proactively monitor types of faults and repairs for trends in equipment failure
  • Ensure all documentation is passed to from Projects to Service once a project is completed.
  • Ownership of faults that occur within the first 3 months of Project completion
  • Help cover Service phones and eservice when the Helpdesk is short staffed.
  • INDMED

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