Field Service Engineer - FTC

Department: Service - Field Service

Location: Ireland/Field Based

Description

The Field Service Engineer operates directly in the designated field territory and services/maintains company equipment while forging good business relationships with our customers. We have a large team of Field Service Engineers nationwide. You will be responsible for the direct management of customer service and work independently to troubleshoot and repair a variety of high-speed cash-handling equipment, tracking and management of parts/tools and staying abreast of changes in technical and functional elements of Glory Global Solutions equipment.

This is FTC based in Northern Ireland, the head office for Ireland Glory is based in Dublin.

Key Responsibilities

• Responsible for the installation, maintenance, repair and upgrade of equipment in the field and provides customer/internal training as required.
• Investigates technical issues/warranty failures/ in field failures and can resolve issues by the most efficient and economical manner keeping Product Specialists and Service Management informed of ongoing actions/solutions.
• Liaises with local Service Centre/partners to receive/discuss work/schedule workload in the most efficient manner taking into consideration site location, priority and cost implications.
• Plans and prioritises workload to achieve business aims and meet customer needs.
• Effectively diagnoses system problems and provides solutions for repair while keeping customer apprised of progress especially during maintenance/downtime of a machine.
• Documents system problems and preventative maintenance in customer site log.
• Gathers and records machine information to monitor performance.
• Completes machine installations, Engineering Change Notices (ECN) that affect system upgrades and hardware/software upgrades that may require technical assistance.
• Make recommendations for improving service, reliability and performance of equipment.
• Escalates difficult technical problems by seeking timely advice or assistance from technical support.
• Establishes preventative maintenance schedules and implements according to company specifications.
• Assigned other job responsibilities within scope of position and to meet business demands
  
  

Required Education, Skills, Knowledge & Expertise

To perform the function successfully, individuals must be able to perform each essential duty satisfactorily, and the requirements listed below are representative of the knowledge, skill, and/or ability required.

• Experience in a similar customer-facing environment working to achieve customer service levels.
• Electro-mechanically and IT competent to a high standard.
• Understands local Health and Safety regulations and works within company guidelines.
• Effectively represents the Company whilst meeting the needs of the business partner; develops partner relationships through trust and performance.
• Is flexible and can prioritise, plan and monitor own activity, performance and progress.
• Possesses first-class customer service and communication skills; written and oral.
• Logical trouble shooting skills and capability to isolate problems at PCB or component level.
• Ability to effectively work with electric schematics, logic diagrams, and mechanical drawings.
• Understanding of AC/DC power distribution and digital/analogue circuitry.
• Must be available for on call (on some weekends).
• Must be able to work autonomously and with minimal supervision.
• Working knowledge of personal computers especially Microsoft Office, navigation across network sites and email communication.
• Holder of a Drivers Licence.
  
  

Job Benefits

• Company car provided
• 25 days' holiday a year with the opportunity to buy up to five additional days each year
• Competitive Company pension scheme
• Ongoing training and development
• Private medical insurance for all employees
• Life assurance
• Employee assistance programme
• Loyalty awards
• Employee wellbeing events and Mental Health First Aiders
• Free office parking (main offices)