Field Service Engineer, Canberra
Permanent - Full TimeJob Overview
ROLE TITLE: Field Service Engineer - ACT
FUNCTION: Service
REPORTING: Regional Field Service Manager (North)
LOCATION: Canberra
Introducing Glory
Global Leaders in Customer Experience Automation
With a culture rooted in innovation, Glory’s people are transforming our customer’s businesses every day. Our automation solutions empower retailers, restaurants and financial institutions to save time, money, and deliver unrivalled customer experiences. Publicly listed and proudly international, Glory has been a trusted name for over 100 years, and a global leader for more than a decade. This reputation is built on our pioneering software and hardware combined with our dynamic people. Alongside our technology, it’s our people who drive our success.
ROLE PURPOSE
The Field Support Engineer is field based and responsible for providing technical customer support in resolving customer technical issues including troubleshooting and repairs, installations and training as required.
Key Responsibilities
MAIN RESPONSIBILITIES
Technical Support:
- Maintain a thorough working knowledge of Glory products and systems.
- Maintain a thorough understanding of Entitlements and Out of Scope pertaining to service contracts and coverage levels.
- Maintain a thorough understanding of the practises and techniques to prevent Electro Static Discharge damage to components when working on them.
- Perform equipment pre-staging
- Perform equipment installations/commissioning
- Perform remedial repair activities on customer sites
- Perform Preventative Maintenance as required
- Installation of approved software updates
- Recognise situations requiring a service call or fault to be escalated and follow proper Escalation Procedures
- Provide the support required to close service call promptly, within the SLA and to the satisfaction of the customer
- Effective ‘debrief’ and reporting of service calls as requested by your manager
- Complete administrative paperwork timely and accurately
- Perform assignments as required by Helpdesk or your manager
Health & Safety:
- Adherence to Health & Safety policies and procedures at all times
- Ensure the prompt and accurate reporting of all workplace incidents and injuries
- Ensure all hazards are managed according to the hazard management process
Skills, Knowledge & Expertise
REQUIRED QUALIFICATIONS
- Recognised technical qualification
- Current drivers’ licence
- Minimum 5 years’ experience in a technical support role handling complex technical issues
REQUIRED SKILLS AND COMPETENCIES
- Excellent communication (written and verbal) and interpersonal skills
- Ability to work independently and set priorities to meet customer and organisational expectations
- Proven problem solving and analytical skills
- Excellent organisational skills
- Strong customer service orientation
- Ability to handle high-pressure situations
- Self-motivated with the ability to meet deadlines
- Commercial awareness
- Flexibility in work hours, including availability after hours and for weekend support to meet customer service requirements