Role Overview & Mandate
Executive Summary
Senior Service Engineer Job Title: Senior Service Engineer Salary: Negotiable depending on experience...
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Senior Service Engineer
Job Title: Senior Service Engineer
Salary: Negotiable depending on experience
Type: Full-Time, Permanent
Department: Service Department
Location: Predominantly London area with travel to other parts of UK
Report to: Technical Support Manager
Benefits: Private Health Care, Company Van, Laptop and Smartphone
Main Purpose of the Role
Working with the After Sales Coordinator, you will be responsible for providing and arranging support to Service Contract customers. As Senior Service Engineer you will provide support to more junior engineers as well as performing all servicing, maintenance and breakdown visits as well as accurately collating and administering callout sheets / records and asset registers for all contract customer records. You will also be required to manage offsite repairs and ensure revisits are completed within the limits of the Service Level Agreement.
Main Responsibilities
- Carry out scheduled maintenance visits in line with the Service Contracts level agreement, including administration of asset registers which must be updated following each preventative maintenance (PM) visit and fed back to the After Sales Coordinator.
- Provide guidance and support to the After-Sales Coordinator and the more junior engineers, showing responsibility to the division as a whole.
- Carry out all service visits as required, with reference to any agreed response time, including timely completion of Service Report and feedback to customer and After Sales Coordinator.
- Carry out any necessary repair works on-site as appropriate and complete necessary paperwork and communication with the After Sales Coordinator.
- Liaise with After Sales Coordinator in regards to all incoming Service Calls logged and attend bookings and feedback to After Sales Coordinator.
- Attend follow up service visits: Document and monitor any outstanding issues and communicate with After Sales Coordinator to organise completion within the schedule and to best meet customer expectations.
- Tracking & Reporting: Complete and present your paperwork to the After Sales Coordinator and keep information up-to-date and accurate.
- Out of hours cover: Normal working hours are as per contract, with the addition of an out of hours on call rota requiring service cover 24 hours a day for 7 days, in a period not more than once in 3 weeks in normal circumstances
- Any other duties as required by your line manager..
Qualification and Experience
We are looking for a person with marketing management experience to take on this challenging role.
Key Skills & Achievements
Required
- At least 5 years experience in a service engineering role and other experience in the Audio Visual and Technological industry.
- Ability to work through unfamiliar programmed systems and learn while applying knowledge from similar systems.
- Proactive approach and able to react quickly and calmly to customer demands.
- Ability to work well independently and provide supervision of other members of the after sales team.
- Must have an excellent understanding of integrated Audio Visual systems, their maintenance requirements, and the software and hardware that comprise them.
- Attention to detail and methodical in record keeping with meticulous and proven organisational skills.
- Home location to suit service area.
- Manage your own work and travel time to meet deadlines and keep to daily schedule.
- Physically able to complete our service duties which involve manual handling and a daily schedule across multiple sites.
- Full clean driving licence (minor points will be considered)
- High level understanding of Crestron and AMX Programming.
- The ability to define a fault as hardware or software, and make changes to programs and write program code modules
Desired
- Have achieved some form of CEDIA accreditation.
- Have achieved some form of InfoComm accreditation.
- Programing skills in Lutron and iLight systems.
