Field Service Engineer

As part of the Customer Service Team, you will be at the frontline of the business. Ultimately, your success will rest upon the delivery of the highest standards of service and customer satisfaction for the whole SSG product range.

Specifically, to provide comprehensive technical customer support for the business, providing support and feedback on technical field issues, complaints, and early warnings to drive manufacturing improvements, reliability and serviceability.

Key Responsibiliites:

• Provide market-leading customer service and technical support to all of our customers across all SSG’s product range.
• Support the corrective actions process by highlighting customer issues and needs, providing feedback on early warning product failures.
• Support the focussed returns process, providing timely products / parts back to help identify product failures and allow modifications to be completed.
• Actively promote our additional services and products
• Seek the opportunity to reduce service costs, by ensuring.
  • Reduction in parts usage
  • Maintaining correct van stock profile
  • Focus on high first-time fix rate. o Minimising the need for return visits
  • Reducing downtime and improve efficiencies.
• Provide support for complaint escalations.
• Attend product update meetings and refresher training.
• Work with the Regional Lead Engineer to improve customer satisfaction, service efficiency and the business profitability.

Organization:

Frequent contact with all levels in departments throughout SSG including Customer Services, Technical Services, Sales and Marketing.

External Business:

Contact with customers at all levels including consumers, installers, contractors and NHS Trusts. · Comply with all Health and Safety documented processes

Skills

Required:

• Proven customer service experience
• Basic knowledge of electrical and communication systems
• The ability to work along and unsupervised.
• Motivated to achieve business targets.
• Self-motivated decision maker
• Must be solutions orientated.
• Good communication skills over all media
• PC literate
• Good organisational skills
• Disclosure and Barring Service (DBS) check
• Full driving license

Desired:

• FIA Unit 5
• Ability to service and maintain alarm / communication systems

Benefits:

• Bonus scheme
• Pension scheme
• 25 days holiday plus bank holidays, 1 additional day is accrued from 5 years’ service onwards up to a maximum of 30 days plus bank holidays.
• Death benefit scheme 2 x annual salary.
• Salary exchange.
• Long service awards for 10,20 & 25 years (£50, £150 & £500).
• Vouchers for birthdays and Christmas.
• Simply Health Benefit (company funded at level 1, upgrades available) – employees can claim money back towards the cost of medical check-ups, appointments, and treatments to help keep them physically and mentally fit.