Technical Support Service Engineer

Recruiter
Electrosonic
Location
Dartford, UK
Salary
Competitive
Posted
19 Aug 2019
Closes
05 Sep 2019
Ref
1229180472
Sector
Engineering
Contract Type
Permanent
Hours
Full Time
Location Dartford
Key Requirements
At Electrosonic we're on a mission. A mission to design, build and support innovative technology solutions that create lasting experiences for people to live, work and play. We're looking for passionate, dedicated gamechangers to join our team and drive the future of Electrosonic.
Do you think you have what it takes? Read on...
Are you a technically minded individual who has worked in a technology or services industry, and passionate about customer service?
Are you able to work within a team, react quickly in a fast-paced environment and take ownership of customer issues?
Do you have a flair for problem solving and strive for continuous improvement?
If you have answered "yes" to these questions, please keep reading to hear more about an exciting new opportunity at Electrosonic Ltd.
The Position
With a position at Electrosonic Ltd, you join a team that provides cutting-edge solutions for world-class projects. Electrosonic is made up of passionate, super-smart, energetic people, who will challenge and inspire you every day. Do you want to be part of something exciting and unique? Then please join us!
We are currently looking for a Technical Support Service Engineer located in our UK office, Hawley mill in Dartford.
What you will be doing?
This role is primarily to provide technical support to eService, customers and field service engineers before, during and after Service calls. The aim is to triage all reported cases to ensure that Field Service Engineers only attend faults that require an onsite presence, and they attend with the correct information, skills, tools, and parts to deliver a first-time fix.
A key part of the role will also include giving the Service Desk team technical assistance when they are specifying spares, and equipment. The Technical Support Service Engineer will also assist with workshop repairs as and when the time or demand permits.
Key Responsibilities & Duties
* Review all technical requests for the Service Desk.
* Validate and triage field service calls.
* Cases not fixed first time must be investigated with owner to ensure that follow up action is taken and driven to resolution.
* Provide remote assistance to Field Service Engineers when they are on site.
* Check, fix and report all meeting rooms daily.
* Upload and manage installation schematics, equipment lists and other documentation ensuring they are current and accessible for the service team.
* Review and update operational guides for sites (as built, operating instructions, modifications etc).
* Schedule and participate in connectivity testing of all remote assistance video links on a regular basis
* Create annual audits and service schedules to cover critical spares held on site.
* Keep client asset lists up to date co-ordinating with OnSite Admin and field service engineers.
* Facilitate 3rd party repairs.
* Create RAMS & ePermits for engineer visits and ensure they are approved in a timely manner.
* Updating CRM and feeding back to clients in a professional manner.
* Ensure site surveys are completed and all paperwork is collated.
* Understand and proactively adhere to customer contracts and SLAs.
* Proactively monitor types of faults and repairs for trends in equipment failure
* Ensure all documentation is passed from Projects to Service once a project is completed.
* Take ownership of faults that occur within the first 3 months of project completion.
* Help cover Service Desk phones and email accounts as part of the team.
* Identify training opportunities to further own technical knowledge and experience.
* Perform other activities and duties as directed by the management team.
Person Specification
* Technically minded, ideally with audio visual or related experience.
* Self-motivated and able to work effectively without supervision.
* Aptitude for problem solving.
* Excellent customer services skills and experience.
* Able to consistently present a positive image of themselves and Electrosonic.
* Ability to multi-task and prioritise workload.
* Flexible team worker but able to work with initiative.
* Excellent written and verbal communication skills.
Company Description:
Electrosonic is an international audiovisual and technology services company that designs, builds, and supports innovative solutions creating lasting experiences where people live, work and play.
Founded in 1964, Electrosonic has been recognised for its superior and unsurpassed technology master planning and system integration. With unique global capability, we deliver highly complex world-class projects, conference room technology, and executive briefing centres across a multitude of sectors including financial services, professional business, entertainment - theme parks, museums and visitor centres, gaming and hospitality, technology and media, energy and utilities.
Electrosonic provides a comprehensive scope of technical and professional services with expertise in ICT and Network Infrastructure, Security, Surveillance and Access Control, Audio, Video and Control Systems, Acoustics.
Electrosonic is where imagination comes to life

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