Service Technician

Recruiter
Doyen
Location
Cambridgeshire
Posted
10 Feb 2018
Closes
15 Feb 2018
Sector
Engineering
Contract Type
Permanent
Hours
Full Time
Service Technician Functional Overview The Operations department is responsible for the end to end production systems and processes within the company. Within the Operations department the Service and Support functions are responsible for supporting the design, test and assembly stages and providing timely and effective support to customers and end users. Purpose and Key Objectives of the Role The Service Technician is responsible for promoting a positive customer experience whenever a customer (internal or external) needs service assistance. This falls into four key areas : Assisting customers remotely (via video call, instant messaging, email, phone) in diagnosing the cause of their problems in a helpful, courteous and positive way. Meeting or exceeding customer expectations with regard to timely and effective resolution of problems including but not limited to repair of returned units or supply of tested spares. Prevention of customer problems by providing feedback to relevant departments of recurring faults and emerging trends. Prevention of customer problems by providing feedback of common misunderstandings and set-up problems so that user documentation can be improved. Primary Tasks Customer liaison and remote diagnosis of field problems. Scheduling and administration of customer repairs. Fault diagnosis, repair and service of returned products. Fault finding of electronic circuit boards to component level. Inputting data (bugs/enhancement requests/resolved issues) into customer helpdesk and bug tracking systems. Monitoring and analysis of supplier quality and liaison with them to address quality issues. Monitoring and analysis of field returns and liaison with suppliers and the Development Department to address recurring or escalating quality issues. Monitoring of in-house test equipment and rapidly alerting the Development Department of any issues affecting quality or consistency of testing. Main Accountabilities BUDGET - Ensure product reliability issues that might adversely affect sales or warranty burden are rapidly advised to the management team. STAFF - Supervise any assigned technicians to ensure work is done to a high standard. PROCESSES AND SYSTEMS - Advise on and recommend any changes to processes that will improve customer service or departmental performance or efficiency. CUSTOMERS - Ensure customer queries and fault reports are dealt with in a courteous, helpful and timely fashion so that their experience of after-sales is a positive one. Skills and Qualifications Required Qualified at least to HND level. A minimum of three years experience in an electronics test or service environment. Knowledge of both digital and analogue electronics and familiarity with appropriate diagnostic strategies for each. Proven diagnostic and trouble-shooting skills. Good failure analysis and reporting skills. Electronics assembly and rework. Attributes In addition to sound technical skills, to be successful in this role you will have a well-organised, thorough and disciplined temperament and a rigorous and structured approach to fault-finding to component level. The position involves an amount of customer liaison regarding remote diagnosis of problems and the progressing of repairs, so good communication skills, a helpful attitude, polite telephone manner and ability to offer technical advice via email are also required attributes. Mylen Recruitment Ltd (part of the Doyen Group of companies) is a recruitment agency specialising in Aerospace, Automotive, Aviation, Design, Mechanical, Electronic, Production, IT and Software, Engineering. By sending us your CV, you are explicitly consenting to our processing of your personal data on a computer database and/or in manual files for the purpose of evaluating your application for employment. This processing will be carried out in accordance with the UK Data Protection Act 1998. In compliance with the regulations in place under the Employment Agencies Act, proof of identification will be required. A current copy of a passport, driving license, ID card or NI card will be required as part of the registration process

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