Service Engineer

KYOCERA Document Solutions UK; Liverpool; On-site; GBP 80,000 - 100,000; Full time

Job summary

A leading document solutions company in Liverpool is looking for an experienced professional to lead technical support, monitor team standards, and provide technical assistance. The role requires strong problem-solving skills and the ability to build relationships with key stakeholders. The company offers a competitive salary, generous holiday perks, and additional benefits, including a pension scheme and life assurance.

Benefits

Competitive salary

25 days holiday

Life Assurance

Pension Scheme

Enhanced Maternity and Paternity leave

Employee Assistance Programme

Bike2Work Scheme

Electric Car Scheme

EyeCare benefits

Qualifications

• Experience in technical support roles.
• Ability to build relationships with key stakeholders.
• Strong problem-solving skills.

Responsibilities

• Sets and monitors team's work standards.
• Provides technical assistance to assigned accounts.
• Conducts team meetings to communicate business-related matters.

Skills

Technical support skills

Fault finding

Relationship building

Job description

Responsibilities

• Sets and monitors the team's work standards ensuring all Technicians meet the required standard.
• Develops Technicians to improve work performance standards, by way of technical support and field accompaniment.
• Identifies within the team technical strengths and weaknesses to ensure the best utilization of the resource for the Call Scheduler.
• Provides technical assistance to assigned direct and indirect accounts within timescales specified by SLA's.
• Makes recommendations to RSM for technical training and carries out field coaching in technical and customer care standards.
• Effectively investigates and rectifies faults reported by direct and indirect end users.
• Attends unreliable devices to resolve problems by root cause analysis. Can write a detailed report with supporting documentation if required for RSM.
• Performs routine maintenance and modifications/updates as required.
• Provides support during installations.
• Understands and is fully conversant with SLA's relating to assigned accounts.
• Understands solutions in use and is able to carry out basic fault finding.
• Reports recurring faults to enable proactive management of such faults.
• Shares expertise and technical information with team members.
• Always builds relationships with key stakeholders within accounts.
• Ensures own and others boot stock and/or site stock is maintained at optimum/cost-effective levels.
• Attends product courses as requested to ensure knowledge base adequate for the job role.
• Provides support on any escalated incident or customer-related issue.
• Holds team meetings to communicate Kyocera business-related matters such as goals and performance. Creates an effective environment for employees to participate in the communication process.
• Supports the RSM as appropriate.

Recruitment Agencies: Kyocera operates a Preferred Supplier List (PSL) of selected recruitment agencies and does not accept unsolicited CVs from agencies not on this list. Please refrain from submitting candidate details in response to this advert or to any Kyocera employees, as we are not responsible for any fees related to unsolicited CV submissions.

Benefits

• Salary (Competitive)
• 25 days holiday (All statutory bank holidays relevant to regional country) - 1 extra day after 5 years. Part time/temporary employees is a pro rata equivalent.
• A buying and selling holiday scheme
• Life Assurance (4 x base salary)
• Pension Scheme - A total contribution of 8% - 5% Employer and 3% Employee.
• Company sick pay (1 week after 6 month probationary period in first year, 4 weeks in years 2-3, 8 weeks in years 4-5 and 13 weeks from year 6 onwards)
• Enhanced Maternity and Paternity leave
• Employee Assistance Programme
• Bike2Work Scheme - salary sacrifice scheme to purchase bikes at a discount
• Electric Car Scheme
• Lifeworks - Access to discounts / perks
• EyeCare - Access to money off for glasses and sight test

Values: The values that underpin the Kyocera Group are the 5 C\'s - Communication, Courage, Commitment, Cooperation and Consciousness. It is our firm belief that employees should live by these values and we would expect that you should show your commitment to these values by carrying out your work fairly and honourably, respecting people, our work as a business, and both our local and global community.

Equality and Diversity Statement: Kyocera is dedicated to creating a workplace where diversity is celebrated and everyone is treated with fairness, dignity, and respect. We welcome applicants from all backgrounds and are committed to providing reasonable adjustments during the recruitment process to ensure an inclusive experience for all.