Careers at Stellisons Appliance Force
March 2015 - Field Service Engineer Required
Location:
Essex/Suffolk
Objectives/Job Purpose:
To represent the company in delivering field based customer service and product repair, modification and installation. To take responsibility for the resolution of customer/product issues in order to maintain and enhance the reputation of the company and its brands.
Duties:
Dimensions
• Ensure the effective repair and first time resolution of all in-home customer repairs within an agreed area.
• Carry out repairs, modifications and installation of BSH Products and Home Appliances in the field.
• Maintain the goodwill of all brands when undertaking these duties.
Personnel
• Attend training courses as required and read all circulated technical information to keep an up-to-date knowledge of product ranges.
• Work within company rules and regulations as set out in the Contract of Employment and amendments and in accordance with the Employee Handbook.
• Maintain a safe working environment for both yourself and those around you at all times.
• Only undertake work that you are qualified and able to attempt and that will not put yourself or others at risk of injury.
• Conduct yourself in accordance with the training you have been givenin a manner in keeping with our company image and the delivery of the highest levels of customer service.
• Assist in the development and training of colleagues if required.
Customer
• Advise our customers on the correct operation of their products to enable them to utilise the appliance correctly.
• Resolve customer issueswithin given guidelines and to the customer's satisfaction
• Respond to additional customer demands when necessary to ensure that targeted productivity and customer response is achieved
• Attain agreed customer quality standards for job content, in-home interaction and accuracy of information capture
• Actively promote our service business and relationships by conducting dealer and customer visits
• Provide customer solutions for escalated issues between the Field and the Contact Centre.
• Build and maintain strong relationships with the call centre and field support offices
• Exercise and encourage effective communications with external and internal customers
Operations
• Diagnose faults with the company's range of products and rectify as required.
• Maintain an up-to-date van stock of parts, in accordance with current van stock lists and to ensure parts are safeguarded from damage.
• Inform the Technical Manager, via the local service centre,of any defects found which are out of the ordinary by completing New Failure Reports.
• Carry out repairs on stock appliance held in retailer's premises.
• Maintain all equipment spares and tools in a satisfactory manner and ensure that company property and information is safeguarded at all times.
• Ensure confidentiality and appropriate use of customer information in accordance with data protection legislation
• Report any health and safety issues to the appropriate appointed person
General
• Where supplied, a uniform should be worn whilst working and maintained in a satisfactory condition
• Perform all other duties as reasonably required that are consistent with both training and experience
• Adhere to all Company processes, procedures, policies and standards
• As a team member, to contribute to the overall success of the team and the Company goals by maintaining regular attendance, punctuality, focus and professionalism at all times
Experience, Skills and Personal Attributes:
• Full and valid driving license
• Fit and able to move and handle white goods equipment
• Good communication and interpersonal skills
• Customer Focused
• Able to work independently
• Self motivated
• Computer literate
Knowledge Requirements:
• Good electrical, mechanical and engineering knowledge
• Reasonable geographical knowledge
HOW TO APPLY
If you would like to apply for this position, please contact Mark Scogings on 01268 756 276 This email address is being protected from spambots. You need JavaScript enabled to view it.