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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- Utilise 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.
- Maintain parts, manuals and tools to an auditable standard to match business needs and minimise 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.
- 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.
