Opis pracy

Role Purpose

Provides entry level post-sale technical support services to customers, including installation, troubleshooting, problem resolution and maintenance. Responds to customer questions regarding operation and malfunctions. May be mobile or based on site at a customer building or campus. Technical Onsite Technicians works with some supervision supporting several products, product sets/ systems to help maintain the availability of the IT service experienced by end users.
 
Key Accountabilities

•  Technical Capability . Carries out basic, first level diagnosis (with confirmation from support or colleagues), resolves problems on a small set of products (e.g. Printers, PC’s, Front Office Tills), with limited support to meet the Service Level agreement. Rebuilds operating system from instructions to meet the Service Level Agreement.
•  Process . Follows established processes and systems (e.g. completion of all administration paperwork, charging customers, call system, customer’s on-site processes, Health & Safety guidelines, code of conduct) to meet laid down guidelines.
•  Problem Solving . Listens to and understands a broad range of basic problems asking relevant questions to resolve problems within required timescales. Knows when problems need to be escalated.
•  Service Levels . Delivers service, escalating issues within time to deliver required service level and meet or exceed customers’ expectations/Service Level Agreements.
•  Team Working . Acts as a team player being viewed by colleagues as a helpful member of the team.
• Business Awareness. Follows laid-down procedures and decides which jobs are chargeable to get ad-hoc revenue and chargeable work recovery. Aware of the factors influencing costs (e.g. issue and control of spares).
•  Professional Development . Takes the initiative to drive own technical and professional development to grow product and business knowledge.

Key Performance Indicators

• Successful completion of calls aligned to skills register capability.
• Feedback from customers, colleagues, team leaders and managers.
• Performance reviews.
• Kit Audits (where relevant)
• Completes warranty paperwork correctly. No rejects.
• Value of chargeable work in relation to engineer objectives set.
• Call to fix times met.
• Escalates problem to next level within correct timescales.
• Keeps customers updated.
• Understands Service Level Agreements and meets the requirements.
• Adhere to spares quality process for the reporting of poor quality spares.
• All outstanding spares returned to stores within required time.
• Up to date with products, business knowledge, service offering etc.
• Up to date personal learning plan available.

Additional Information
  • Business Area: FJ EUROPE PR
  • Bonus Eligibility
  • Requisition ID: 2200084Q
  • Contact Information
  • Shift: Day Job
  • Posting Date: Sep 22, 2022