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Zonal serves up technology solutions for the hospitality sector and we are searching for the finest talent to join our growing team.

Our success is down to our people, who have a hunger for delivering great service and truly creative solutions that make us stand out from the crowd. We never stand still and neither do our people. To help you achieve your personal and professional goals, we are committed to spicing up your career, with the highest quality training and development opportunities, whether that be in new technology, or in business and leadership skills.

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Are you our missing ingredient?

Field Service Coordinator

Tanfield
Imagine what it would be like to work for the UK’s leading tech developer to the UK’s biggest and best pubs and restaurants? From EPoS to loyalty, CRM to table bookings, stock control, recipe management and BI Reporting giving business critical insights – our tech includes everything an operator needs to run their hospitality business. 

What you’ll do
Your role will be to assist the engineering department to carry out daily tasks in accordance with the SLA agreement with clients.
The Service department consists of the Service Engineering, and Helpcentre, Technical Support  and Service Delivery teams all reporting to the Service Delivery Director and ultimately reporting to the Chief Operating Officer.

The scheduling team hours of work are based on a shift rota from 8am-8pm Monday to Sunday.

Main duties and responsibilities:
  • Liaise with Account Managers about the requirement of Service Engineers.
  • Scheduling Service Engineers daily work.
  • Dispatch, monitor and close service calls to Service Engineers.
  • Co-ordinate Service Engineer daily activities.
  • Monitor engineers and ensure daily productivity is maximised
  • Proactively manage local SLA and engineering escalations
  • SLA reporting & trend analysis
  • Report all absences to Regional/Service/Admin Managers
  • Ensure accurate and timely engineer van stock movements
  • Organise spare parts to go to Service Engineers for service calls.

Skills knowledge & experience
Essential:
  • Minimum 2 years’ experience in an administration role
  • Exceptional organisational skills; able to plan and schedule workload of group of field-based engineers and adapt quickly and effectively to unexpected changes whilst still ensuring objectives are met.
  • Exceptional communication skills; able to liaise with and co-ordinate activities of a group of field-based engineers via phone, email and text.
  • PC literate (all MS Office suite) and aptitude to pick up new software packages quickly. 
  • 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
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Service Desk Analyst

Hybrid Comtrex
Function: Helpcentre
Reporting to: Service Resource and Development Manager
Location: Hybrid - working time split between our office at Horley and working from home

What you’ll do
You will be working with a team of 12+ Support Analysts delivering exceptional customer support to our portfolio of prestigious hospitality companies, 365 days per year.
Your role will be to provide technical support and advice on all incoming incidents and requests, ensuring these are logged and handled in accordance with departmental guidelines and procedures
We operate a shift pattern basis to cover the core hours of our business which run from 7am to 1am.
Our weekly standard shift patterns include - 7am – 5pm, 9am – 6pm & 3pm – 1am.
Responsibilities will involve:-
  • Logging of all incidents within our call logging software, ensuring all relevant information is obtained, correct categorisation and SLA is chosen and advise caller of unique call reference number;
  • Provide problem diagnosis, using appropriate support tools and resolution for problems. Assign calls to correct third party queues where appropriate;
  • Maintain customer service standards by answering all calls promptly, remaining courteous and professional at all times;
  • Proactively manage Customers expectations through either resolution of or updating on progress of their outstanding incidents/requests;
  • Escalate any issues but try and ensure they are dealt with before problems occur;
  • Track and monitor calls that are with third parties, to liaise with third parties for a resolution and escalate when resolution is not moving forward within the appropriate timescales;
  • Resolve and close incidents and requests to customer satisfaction or escalate to the appropriate Account Manager where necessary;
  • To contribute to overall achievements of required Service Level by maintaining agreed personal targets. Assist in ensuring SLA’s and KPI’s are met;
  • Responsible for ongoing performance against appropriate Service Level Agreements and ensuring that these are continually improved;
  • Ensure processes are documented and updated as necessary;
  • Demonstrate a positive attitude towards change by words and behaviours.  Challenge the way things have always been done and suggest improvements;
  • Ability to build relationships with resolving teams and service management teams
  • Adhering to complex processes and procedures;
  • Ensuring Knowledge Base articles are regularly reviewed and updated;
  • Training and mentoring new starters and acting as an ongoing point of escalation;
  • Compliance – ensure that you understand and adhere to PCI-DSS policies
Who you are
  • You will be a talented and ambitious individual who thrives in a fast paced environment.
  • You will possess excellent written and oral communication skills with a proven track record for providing outstanding customer service in a similar role.
  • A solid technical background with a talent for troubleshooting and problem solving.
  • Strong analytical skills with a great attention to detail.
  • A passion for exceptional customer service.
  • A flair for multi-tasking in a high pressured environment.
  • A collaborative and proactive approach in all aspects of your work.
We are going on an exciting journey and we need more like-minded travellers to help us get there!
If this sounds like you then we would love to hear from you!
 
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Field Service Engineer - Central London

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Meet our team members who #ShapeTheFuture
Our People
Meet our team members who #ShapeTheFuture
Our People
Meet our team members who #ShapeTheFuture

Work for us and enjoy all these benefits

Employee protection - Life assurance, critical illness, income protection

Generous annual leave, with the ability to buy extra leave and sell leave back

Have your birthday as a day off on us

High street discounts

£1,500 interest free credit to spend on ‘SmartTech’ per annum

Cycle to work salary sacrifice scheme

Company pension

2 x paid days per year to spend on charity work

‘Values in Action’ quarterly cash awards

Employee of the year

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Who we work with

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