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Service Engineer

Service Engineer

Reporting to the:  Service Manager

Position type: Full Time

Location: UK: Midlands

Responsible for the service, repair and support of a range of inspection equipment; Industrial Metal Detection, Check weighing, and X-Ray products.

An ability to communicate clearly and demonstrate patience is essential as training customers in the effective use of our equipment is an important part of the role which is carried out regularly but most commonly as part of the commissioning process.

The role will also require working closely with the Sales Department in the communication of Sales opportunities through upgrades, uneconomic repairs & general awareness of on-site opportunities.

Predominantly UK based however some international travel may be required at times & working to the highest standards & ensuring the highest levels of customer satisfaction.

AccountabilitiesResponsibilitiesMeasures
Satisfied Customer Relations·        Commissioning of new machinery

·        Validation Visits

·        Service Reports

·        Telephone technical support

 

·        Customer satisfaction

·        First time fixes

·        Accuracy of information

·        Repeat Business

Product Performance·        Product Training to users, (QC, Maintenance and Operators)

·        Successfully applying software enhancements to improve performance of Fortress equipment

 

·        Customer Satisfaction

·        Accuracy

·        Repeat Business

Resolving Product Performance Issues·        Fault diagnosis and repair

·        Ensuring reoccurring issues are resolved in a timely and satisfactory manner

·        Feedback to Technical/Production

 

·        Customer satisfaction

·        Effectiveness/Improvements

·        Time

Ad hoc

Inter-Departmental Support

 

·        Support production with Customer returns

·        Assistance with Production activities:

Electronics: Tuning Final QC

Controls: Cabinet and Machine Wiring

Product Testing

·        Co-ordination and delivery of ‘after sales’ upgrades and/or refits

 

·        User Acceptance

·        Accuracy

·        On Time

 

Personal attributes the job-holder will need to demonstrate:

 

  • Passion for Service
  • Proactivity and Initiative
  • Confidentiality and Integrity
  • Ability to work as part of a team as well as independently to resolve customer issues
  • A methodical approach to problem solving and trouble shooting
  • Flexibility and the ability to respond well to change and pressure
  • A personable approach with the ability to communicate at all levels
  • Reliability – on time and well prepared
  • A flexible approach to hours worked, including some weekends
  • Willingness to travel UK and some overseas
  • Clean full UK Driving Licence

 

Specific Skills

  • Experience of Electrical & Mechanical engineering
  • Experience as a Field Service Engineer
  • Familiarity of the food manufacturing Industry (preferred)
  • Microsoft Word, Excel
  • Outlook email or similar system

 

Working Hours & Benefits

  • Working Monday to Friday, 8.45am to 4.45pm
  • 25 days annual leave plus bank holidays
  • Company Pension (you 5% / Fortress 3%)
  • Eyecare scheme
  • Cycle to work scheme
  • Fortress Hub – giving employees access to discount vouchers for high street stores, entertainment, holidays, and gym memberships
  • Employee Assistance Program, which provides weekly information and webinars, and gives access to confidential, independent and impartial support for all employees
  • Training – full induction, and a training matrix providing ongoing training relevant to job role
  • Opportunities for career development via a development plan

 

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