Position description
· To provide support to field service.
· To become involved in more complex breakdowns and offer support to effect safe, fast and lasting solutions.
· To liaise with Customers on a technical level. Support if needed at the office help-desk and on installation. Close cooperation with other key technicians.
Main Responsibilities
Respond to service requests:
· Provide a high quality level of customer service in accordance with established policy.
· To communicate effectively with Customers.
· Direct the first call for service to the helpdesk at the office.
· Accurately report on a visit-by-visit basis via appropriate documentation.
· To become involved and offer assistance at problematic repairs.
· To take part in Customer meetings as and when required.
Problem Resolution:
· Manage the resolution of all escalated issues in an efficient and timely manner to support customer satisfaction.
· Rectify faults with equipment where there are particular difficulties or recurring problems.
· Deal with all aspects of machine/unit performance and achieve a high level of first time fix.
· Make contributions to the development of the team and overall service performance.
· Review problems and provide technical solutions, review procedures as required.
· Seek, find and dissimulate information on product performance problems/information.
· Act as a coaching/development resource to customers and train them in order to prevent problems.
· Share best and worst practice with the team
Health and Safety :
· Ensure that all personal equipment maintained and inspected as required.
· Work within agreed health and safety standards.
SKILLS/COMPETENCIES
Language skills:
· Intermediate English is required.
Education:
· Vocational high school degree (technical) or equivalent
· Relevant experience can compensate for lack of education
· Pre-graduate degree (preferable)
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