Mobile Field Service Engineer – Print & IT Specialist

Principal; Horsham; On-site; GBP 32,000 - 46,000; Full time

Job summary

Principal seeks an on-site field service engineer to provide dedicated service and support to customers, resolving assigned technical issues to ensure high satisfaction and service quality.

You will handle equipment from Kyocera/Canon/Konica Minolta, manage parts and toolkits, and adhere to health and safety standards, with opportunities for training and professional growth within ProActive Service Delivery.

Qualifications

• Hardware trained on Kyocera/Canon/Konica Minolta
• Knowledge and understanding of Microsoft networks
• Experience with DHCP, DNS, TCP/IP, LDAP, Active Directory
• Understanding of Print Management and Document Management software products
• Konica Minolta and Canon accreditations must have been achieved to professional level and intermediate respectively
• MCP/COMPTIA certification
• Training on HP/Samsung Equipment would be of benefit

Responsibilities

• Be conversant with the Company Service Call Control systems and in particular the escalation procedure.
• Carry out Minimum Call Procedure on every Service Call as per the issued guide lines.
• Communicate with the Helpdesk ProActive coordinator if you are not able to complete the call within one and half hours of arrival at site or if you have been asked to look at another machine or issue.
• Complete service calls via Link-in connection with all correct details. Including part numbers for return to fit bookings. And correct meter readings.
• Return all parts for warranty; Kyocera, Canon etc. or where asked for, Konica Minolta; back to the Head Office SDD. Along with the warranty sheet, samples and list prints.
• Maintain tool kit to a sufficient level enabling Standards to be upheld. Including issued technology e.g. tablets and phones.
• Arrive at first Service Call by 09.00 (unless otherwise agreed by the Field Service Manager/Helpdesk Manager).
• Accept last Service Call to 16.30 (unless it is agreed by the Field Service Manager/Helpdesk Manager that the Service Call cannot reasonably be completed that day)
• Respond within specific Response Time constraint
• Call before going to clients, to ascertain whether you can clear the call over the phone or advise them you are on route.
• Observe correct Static Electricity prevention precautions when transporting, storing and handling static sensitive printed circuit boards.
• Understand in full all the relevant tools that we use for meter readings and maintenance support. Including PPA, CSRC and e-maintenance.
• Observe relevant Health and Safety Law, risk assessments a per issued guides
• Ensure that your attendance is recorded at reception when visiting customer premises, that you observe the correct standard of dress as laid done in the company guide and maintain appearance to an acceptable level whilst employed on Company business
• Complete any relevant training, whether machine, solution or IT as set out by the Field Service Manager, within the set time frame agreed. And then to maintain that knowledge to the best of your abilities. This will also form part of your progression within the SDD and career path.
• Be ProActive at all times, make sure there isn’t anything else you can do before leaving site.
• Maintain and use all relevant online support tools and sites to enable you to fix any issue.
• Any other suitable activity as designated by the ProActive Service Delivery department. Including Installations, helpdesk support, workshop support (PDI)
• Understand and maintain what Principal’s portfolio of products and services are. Pass on any relative leads to sales via the correct procedure.
• Provide initial support on any software product loaded on a device within the Principal Portfolio and pass to Software Consultants if escalation of faults are needed.

Job description

Principal seeks an on-site field service engineer to provide dedicated service and support to customers, resolving assigned technical issues to ensure high satisfaction and service quality.

You will handle equipment from Kyocera/Canon/Konica Minolta, manage parts and toolkits, and adhere to health and safety standards, with opportunities for training and professional growth within ProActive Service Delivery.