Field Service Engineer

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:

• 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.