Field Service Engineer - North West

The Zonal Group; Lancaster (Lancaster County); On-site; USD 40,000 - 80,000; Full time

Job summary

An established industry player in the hospitality tech sector is seeking a dedicated Field Service Engineer. This role involves installing and maintaining innovative EPoS systems across various sites, ensuring top-notch customer service and adherence to safety standards. You'll be part of a collaborative team that values passion and teamwork, working in a flexible environment that encourages personal growth and professional development. If you're a proactive problem solver with a commitment to excellence, this opportunity offers a chance to make a significant impact in a dynamic industry.

Benefits

Flexible Working Environment

Professional Development Opportunities

Team Building Activities

Health and Wellness Programs

Qualifications

• Minimum 18 months experience in a field-based customer service engineering role.
• Background knowledge in computer hardware and networks is essential.

Responsibilities

• Install and maintain Zonal products at sites around the UK and abroad.
• Carry out site surveys and provide training on equipment operation.

Skills

Customer Service

Problem Solving

Communication

Planning and Organisational Skills

Technical Knowledge (PCs, IP networks, WIFI)

Education

Experience in Field-Based Customer Service Engineering

Clean Driving License

Tools

EPoS Systems

MS Office Suite

Job description

Job Details: Field Service Engineer - North West

Full details of the job.

Vacancy Name: Field Service Engineer

Vacancy No: VN097

Employment Type: Full Time

Location: Field Based

Description:
Imagine what it would be like to work for the UK’s leading tech developer to the UK’s biggest and best pubs and restaurants? From EPoS to loyalty, CRM to table bookings, stock control, recipe management, and BI Reporting giving business-critical insights – our tech includes everything an operator needs to run their hospitality business.

We are looking for a Field Service Engineer based in either Preston, Lancaster, Blackburn, or St Helens.

What you’ll do:
Install and maintain Zonal products at sites around the UK and abroad according to Company standards of customer service, Service Level Agreements, and Health and Safety requirements. Support is provided based upon the SLAs in place with the customers. These are monitored on a daily basis and reported back to the customer at regular intervals.

Responsibilities will involve:

• Carry out site surveys to assess and plan requirements for safe installation.
• Liaise with on-site contractors to agree requirements.
• Installation, testing, and configuration of all parts of Zonal’s EPoS systems, including structured cabling, according to Company standards and procedures.
• Planned and regular maintenance of all on-site equipment.
• Provide site with any additional information or training.
• Advise users on basic operation of equipment.
• Daily liaison with the Engineering Scheduler.
• Close calls with the Engineering Scheduler as soon as these are completed.
• Provide the Engineering Scheduler with regular updates on progress, details of any other relevant issues, or further action to be taken.
• Diagnose and/or repair faults to component level and effect repair on site, or remove to workshop for more thorough repair.
• Carry out programme upgrades on site.
• Carry out Data copies if required to preserve critical data.
• Liaise with the R&D department during product trials: report any problems that occur during installation, usage, or removal to ensure which require further attention.
• Full and detailed completion of all appropriate paperwork.
• Present a positive Company image.
• Provide a timely, polite, and efficient service.
• Provide on-call cover on evenings and weekends on a rotational basis.
• Ensuring the delivery of product features into product releases at the required level of quality.
• Pro-actively participating in the full development lifecycle.
• Monitoring and reporting on the production usage of the product to help identify areas of weakness/risk.
• Championing expertise to ensure quality of product throughout all stages of the development lifecycle.

Who you are:
Essential:

• Minimum 18 months experience in a field-based customer service engineering role, ideally in the hospitality/leisure industry.
• Background knowledge in computer hardware (PCs, IP networks, and WIFI).
• The ability to provide 5 years of continuous past work history and satisfactory references to enable the candidate to obtain an airport pass successfully.
• Clean driving licence is essential.
• PC literate (all MS Office suite) and aptitude to pick up new software packages quickly.
• Planning and organisational skills; able to establish efficient and appropriate plans for self and others and adapt quickly and effectively to unexpected changes whilst still ensuring objectives are met.
• Customer service; understands and responds to customer needs (internal and external) and exceeds expectations where possible.
• Communication and team working; works co-operatively with others to achieve a common goal and communicates information in a clear, concise, and accurate manner.
• Problem solving and decision making; analyses information appropriately in order to find best solutions and takes a balanced view to reach logical conclusions and make relevant decisions.
• Commercial and organisational focus; demonstrates understanding of overall business and commercial issues facing the company.
• Commitment to results; is committed to obtaining results through taking responsibility, demonstrating a positive attitude, and ensuring quality is built into work.

Desirable:

• EPoS background.
• Experience of maintaining and installing EPoS equipment.
• 3 years or more experience in a field-based customer service engineering role, ideally within the hospitality/leisure industry.

About Zonal:
The Zonal group are one of the UK’s largest technology providers to the hospitality industry. Our products are used by over 17,000 pubs, restaurants, and hotels. Customers include national brands like Pizza Express, Greene King, Harvester, and Butlins.

We provide our customers with the solutions they need to make their business a success. These solutions include mobile apps for ordering and web apps for engaging with consumers either through loyalty or reservations. By linking these solutions to Zonal’s EPoS (till) system, we help hospitality brands to understand their customers’ behaviour and preferences, enabling them to excel in an increasingly competitive market.

If you have booked a table or hotel room, ordered, and paid for food and drinks, received loyalty offers, or downloaded your favourite hangout’s app, you will likely have used a Zonal product.

We are a family business with Scottish roots. We operate from our head office in Edinburgh, our Midlands office in Staffordshire, and our Innovation Centre in Abingdon.

What we value:
Passion, Teamwork, Innovation, Professionalism, Accountability, and Customer Obsessed are the values we believe make us the company we are. We’re looking for someone who understands great culture and will help us shape it as it evolves.

Smart, inspiring, forward-thinking people who thrive on building solutions for complex problems. We are very much a family company not just in name. Zonal people work together and look out for each other. Trusted to be accountable, you’ll find that everyone around you shares a passion for delivering value to our customers and striving to always do better. We provide a flexible working environment with a culture to help everyone achieve their best.