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Field Service Engineer - Carlow, Kilkenny and Waterford

Ref: 9222443

  • €35,000 - €40,000
  • 08 Jan 2021
  • Dublin (Central)
  • Perm

Our client is an award-winning and home grown, IT business based in Dublin. With an exceptional, multi-skilled nationwide team across Ireland and the UK, they have been delivering market leading software systems to retail outlets throughout Ireland for the last thirty years. Their innovative approach and exceptional customer support has delivered a 72% market share of one particular retail sector providing mission critical software solutions to help these retailers manage their business.

Job overview

They are looking to recruit for a Field Service Engineer on a full-time and permanent basis. Servicing Carlow, Kilkenny and Waterford. Reporting to the Field Service Engineering Manager and working in close collaboration with the Customer Service team and System Trainers, the FSE provides onsite installation, upgrades, updates, repairs and planned maintenance on a suite of fully integrated software and hardware solutions. This customer-facing role requires a high degree of technical competence with a corresponding level of self-sufficiency and resourcefulness as well as executing all responsibilities in a professional manner and with a customer service-orientated attitude.

Duties and Responsibilities

Customer Service: ▪ Daily communication and co-ordination with the Customer Service Team to ensure effective planning, organisation and delivery of the service call schedule. ▪ Provide quality support to our customers by solving technical queries and product problems whilst communicating in a calm, positive and professional manner. Engineering: ▪ Responsible for on-site installation, implementation, maintenance and repair of hardware, software and network products within the parameters of the Service Level Agreement. ▪ Resolve product or service problems by identifying the customer's difficulty; determining the cause of the issue; selecting and explaining the best solution to solve the problem; expediting correction or adjustment and follow up to ensure resolution. ▪ Carry out preventative / routine maintenance and repairs to all machines in accordance with the company’s recommendations in a safe, timely and cost-effective manner. ▪ Ensure customer satisfaction by advising customers on preventive maintenance and configurations, which may impact product performance. ▪ Proactively respond to potential equipment issues to prevent unplanned interruption of customers' business. ▪ Identify and obtain authorisation for any chargeable repairs that may be required and in conjunction with the Sales Team assist in producing any Estimates/Quotes required. ▪ Maintain all tools and test equipment to a high standard. ▪ Ensure that your Tooling and Parts stock levels are maintained, submitting detailed Tools/Parts requisitions to your Manager to enable parts to be obtained on a timely basis. Reporting: ▪ Liaise with Customer Services Manager regarding site activity and report in at the end of each activity. ▪ Update all jobs in “real time” on our central database and follow working procedures to ensure correct data is captured and outcomes are communicated to all relevant personnel. ▪ Provide accurate and detailed reports upon every site visit to maintain integrity of asset data across our customer sites General: ▪ Work as a member of the Company team to resolve problems, facilitate solutions and enhance customer service offerings. ▪ Provide general support to management by being flexible to work additional hours and assist with overflow work from colleagues as needed to ensure that the business runs smoothly. ▪ Ensure an exceptional standard of personal presentation in order to create a professional impression at all times. For more information, please contact Sarah Mac Nulty on 01 662 1000 or click to apply!