MAIN DUTIES AND RESPONSIBILITIES
= Increase and maintain the effectiveness of regional team to deliver Company’s targeted SLA across the customer base.
= Mentor and support the service engineering team and provide on the job training.
= Ensuring area is fully staffed with all engineers skill set up to date and monitored
= Provide statistical analysis of area / regional performance
= Daily review with scheduler / senior to agree plans for area.
= Co-ordinate on-call rotas and holidays.
= Keep up to date with new products and developments, and inform team members accordingly.
Monitor the performance of the engineers within the designated area to ensure they:
= Attend calls as instructed by the Engineering Co-ordinator and the Engineering Manager.
= Carry the required quantity of spares.
= Follow procedures for ordering equipment from Newton Village; returning damaged equipment to the repair centre.
= Follow Company procedures relating to van usage.
= Carry out site surveys to assess and plan requirements for safe installation. Liaise with on site contractors to agree requirements.
= Installation, testing and configuration of all parts of Zonal’s EPoS systems, including structured cabling, according to Company standards and procedures.
= Planned and regular maintenance of all on site equipment.
= Provide site with any additional information or training. Advise users on basic operation of equipment.
= Provide the Helpcentre with regular updates on progress, details of any other relevant issues, or further action to be taken.
= Diagnose and/or repair faults to component level and effect repair on site, or remove to workshop for more thorough repair.
= Carry out programme upgrades on site.
= Carry out Data copies if required to preserve critical data.
= Liaise with the R&D Department during product trials: report any problems that occur during installation, usage or removal to ensure which require further attention.
= Full and detailed completion of all appropriate paperwork.
= Present a positive Company image.
SKILLS, KNOWLEDGE & EXPERIENCE
= Minimum 3 years experience in a field based customer service engineering role, ideally in the hospitality/leisure industry.
= Experience of maintaining and installing EPoS equipment.
= Clean driving licence is essential.
= PC literate (all MS Office suite) and aptitude to pick up new software packages quickly.
= Leadership; provides and communicates inspiration and clear direction for the team which is in line with the organisation’s goals, mission and values.
= Planning and organisational skills; able to establish efficient and appropriate plans for self and others and adapt quickly and effectively to unexpected changes whilst still ensuring objectives are met.
= Customer service; understands and responds to customer needs (internal and external) and exceeds expectations where possible.
= Communication and team working; works co-operatively with others to achieve a common goal and communicates information in a clear, concise and accurate manner.
= Problem solving and decision making; analyses information appropriately in order to find best solutions and takes a balanced view to reach logical conclusions and make relevant decisions.
= Commercial and organisational focus; demonstrates understanding of overall business and commercial issues facing company.
= Commitment to results; is committed to obtaining results through taking responsibility, demonstrating a positive attitude and ensuring quality is built into work
The Customer Service Department consists of the Helpcentre, Technical Support, Technical Consultancy, Repair Centre and Service Engineer teams (reporting to Operations Director).
Support is provided based upon the SLAs in place with the customers. These are monitored on a daily basis and reported back to the customer at regular intervals.