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Field Service Technician

Field Service Technician

LUK Lexmark International LtdUK
29 days ago
Job type
  • Full-time
Job description

Responsibilities : JOB FUNCTION

Within the UK Service Delivery the Field Service Engineer is responsible for achieving customer satisfaction through effective installation, repair, removal, relocation and modification of equipment for which he / she has been trained and for completing these tasks in line with team cost and productivity targets.

DUTIES AND RESPONSIBILITIES

Tasks are split into 3 key areas as follows :

I. Productivity

  • Utilize communication and analytical skills to correctly diagnose and repair faults.
  • Prevent future occurrence and predicted failure by completing preventative maintenance schedules.
  • Accurately feedback information following set procedures.
  • Call the customer to telephone fix or confirm arrival time.
  • Observe health and safety regulations and company quality procedures at all times.
  • Plan workflow and be constantly aware of customer needs and time constraints.
  • Effectively communicate with Team Members, Hardware Specialists, Service Delivery Manager and Control Tower members.
  • Contribute in team meetings towards team improvement.
  • Perform the appropriate job function requirements within the escalation procedure.
  • Install equipment and when necessary train the customer to operate it effectively.

II. Business Controls

  • Maintain parts, manuals and tools to an auditable standard to match business needs and minimize return visits.
  • Follow ‘call charge’ procedure when necessary and ensure customer acceptance.
  • Ensure all administration is accurate and submitted in a timely manner.
  • Accept responsibility for the security and condition of the company property in your care.

    • III. Customer Satisfaction

  • Through effective communication ensure customers are satisfied with the outcome of a problem or the planned future action.
  • Escalate non-service problems to the correct department in a timely manner and complete the customer complaint procedure.
  • Ensure professional presentation at all times to a business standard.
  • Demonstrate Lexmark company standards and follow company procedures at all times.

    • MEASURES OF PERFORMANCE

  • Activity rate
  • Work rate
  • Return to fit rate
  • Call-back defects
  • Parts fit per call
  • Parts inventory value
  • Admin / Inventory accuracy
  • Customer feedback
  • Professional appearance

    • EDUCATION & EXPERIENCE

  • Electrical / electronic / mechanical background
  • Previous relevant technical experience
  • Knowledge of customer expectations / environment

    • SKILLS

  • Analytical mind-set
  • Good organization skills
  • Good communication skills
  • Problem solving skills
  • Skills in use of MS Office, specifically Excel is an advantage

    • How to Apply ?

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