IT Field Service Technician

cerco; Crewe; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading technology services company in Crewe is seeking a full-time Field Service Technician. Responsibilities include maintenance and repair of IT and EPOS equipment, ensuring high levels of customer satisfaction. Applicants should have a strong background in electrical and mechanical engineering, excellent problem-solving skills, and the ability to manage stock effectively. This position requires flexibility for travel and participation in an on-call rota. Benefits include a company car and on-site parking.

Benefits

Company car

On-site parking

Qualifications

• Excellent knowledge of electrical / mechanical engineering.
• Good product knowledge across retail and IT hardware.
• Proven fault-finding technique required.
• Excellent interpersonal and customer handling skills.

Responsibilities

• Provide technical service to customers for equipment maintenance and repair.
• Maximize revenue by identifying service opportunities.
• Manage vehicle and site stock effectively.
• Ensure high levels of customer satisfaction.

Skills

Electrical / mechanical engineering

Product knowledge in retail and IT hardware

Fault-finding technique

IT literate

Customer handling skills

Knowledge of service procedures

Organisational skills

Initiative

Stock control understanding

Job description

Responsibilities and Duties

To provide customers with a professional, efficient maintenance and break‑fix repair service.

Across a broad range of EPOS (servers / tills / printers / PEDs / scanners / switches / routers / APs) and IT equipment (PC's / laptops / printers / network devices), including back‑ups, re‑imaging and IMACs.

2. DIMENSIONS

Working as part of the wider ITS field service team, responsible for achieving company performance measurements as individually agreed by the Field Service Manager:

• Highest level of productivity
• First‑time fix rate
• Cost controls in line with set budget
• Stock management
• Customer response / fix SLA achievement

3. KEY RESULT AREAS

1. To provide a technical service to customers, including installation, maintenance and repair of equipment. To ensure customers receive a satisfactory service in line with agreed service level agreements.

2. To maximize revenue by identifying potential business and professional service opportunities, whilst carrying out day‑to‑day duties.

3. Management and control of vehicle / site stock, to improve first‑time fix levels to customers.

4. Manage used stock returns to ensure maximum throughput into the repair cycle.

5. Effectively repair customer equipment to maintain the highest levels of first‑time fix.

6. Customer centricity, ensuring high levels of customer satisfaction.

4. KNOWLEDGE, SKILLS AND EXPERIENCE REQUIRED

• Excellent knowledge of electrical / mechanical engineering
• Good product knowledge across retail and IT hardware / images and OS
• Proven fault‑finding technique
• IT literate
• Excellent interpersonal and customer handling skills
• Excellent knowledge of company service procedures
• Good organisational skills, with ability to multi‑task to meet service priorities
• Ability to work under own initiative in pressured situations to deliver the highest levels of customer satisfaction
• Good understanding of stock control

5. COMMUNICATIONS AND WORKING RELATIONSHIPS

• National Call Centre, to pick up daily workload, order customer parts and for first‑level escalation
• Technical Specialist, for technical assistance and problem resolution
• Field support personnel for technical assistance and query resolution
• Service Administration Departments, in order to process chargeable calls
• Managers and Directors at all levels to ensure customer service levels are maintained and KPI’s are achieved
• Customers, in order to assist in fault‑finding activities

6. SCOPE FOR IMPACT

This role requires significant travel throughout a designated area, therefore a flexible approach to work is required.

Participation in the weekend out‑of‑hours rota is a fundamental part of the job role.

Ability to work under pressure.

Time management.

Job Types

Full‑time, Permanent

Pay

££ per day

Benefits

• Company car
• On‑site parking

Schedule

• Day shift
• Flexitime
• Monday to Friday
• Overtime
• Weekend availability

Licence / Certification

• FULL, UK CLEAN DRIVING (required)

Work Location

In‑person

Desirable