Field Technical Services Engineer – Norwich

Kyocera Group; Norwich; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading company in the technology sector seeks a Technical Field Support Specialist to provide assistance to Kyocera accounts. This permanent role involves troubleshooting, maintaining devices, and ensuring customer satisfaction through excellent service. Candidates should possess relevant technical qualifications and experience in a similar environment, along with strong problem-solving and communication skills.

Benefits

25 days holiday plus statutory bank holidays

Life Assurance (4x salary)

Pension scheme with 8% contribution

Company sick pay starting after probation

Enhanced maternity and paternity leave

Employee Assistance Programme

Bike2Work and Electric Car schemes

Discounts and perks through Lifeworks

Discounts on eye care

Qualifications

• Experience in field technical support, preferably in MFP/copier/print environment.
• Logical problem-solving skills for quick and accurate issue resolution.
• Excellent communication and interpersonal skills for superior customer service.

Responsibilities

• Provide technical assistance to assigned Kyocera accounts within SLAs.
• Investigate and rectify faults reported by users.
• Perform device installation, maintenance, and updates.

Skills

Logical problem-solving

Communication

Interpersonal skills

Education

City & Guilds or similar qualification

Job description

Department: ICT

Reporting to: Regional Service Manager

Contract: Permanent

This role involves providing technical field support to accounts within the Kyocera group.

Key Responsibilities:

1. Provide technical assistance to assigned Kyocera accounts within the timescales specified by SLAs.
2. Investigate and rectify faults reported by KMDS and channel partner end users.
3. Perform device installation, routine maintenance, and updates as required.
4. Understand and adhere to SLAs related to assigned accounts.
5. Carry out basic fault finding and understand solutions in use.
6. Support colleagues during absences such as holidays or sickness.
7. Log call details within the agreed timescales using the call logging system.
8. Report recurring faults for proactive management.
9. Share technical expertise with team members.
10. Build and maintain relationships with key stakeholders in accounts.
11. Maintain stock levels at sites as specified.
12. Attend product training to stay updated.
13. Adhere to all company policies, procedures, and health and safety regulations.
14. Align work conduct with Kyocera's core values and philosophy.
15. Perform any other technical support tasks as directed by your line manager.

What we can offer you:

• Competitive salary
• 25 days holiday plus statutory bank holidays; additional day after 5 years
• Holiday trading scheme
• Life Assurance (4x salary)
• Pension scheme with 8% contribution (5% employer, 3% employee)
• Company sick pay starting after probation
• Enhanced maternity and paternity leave
• Employee Assistance Programme
• Bike2Work and Electric Car schemes
• Discounts and perks through Lifeworks
• Discounts on eye care

Candidate Requirements:

• Experience in field technical support, preferably in MFP/copier/print environment.
• City & Guilds or similar qualification or comparable competence.
• Logical problem-solving skills for quick and accurate issue resolution.
• Excellent communication and interpersonal skills for superior customer service.

Kyocera's core values—Communication, Courage, Commitment, Cooperation, and Consciousness—are integral to our culture. We expect employees to demonstrate these values in their work, respecting others and our community.

Equality and Diversity: We celebrate diversity and are committed to fairness, dignity, and respect for all applicants and employees. Reasonable adjustments will be provided during recruitment.

Recruitment Agencies: We work with a preferred list of agencies and do not accept unsolicited CVs. Please do not submit candidate details unless through our approved channels.

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