[JOBS] FIELD SERVICE ENGINEERS : HYBRID SERVICES

Hybrid Services Ltd is offering excellent opportunities for Field Service Engineers to join its expanding technical team to work on Mimaki's diverse range of printing technology. These roles are nationwide, across numerous locations for e.g. the SE and the NW.

Purpose of the Role

• Repair in field, hardware malfunctions across the entire Mimaki product range

• Execute installations and commissioning on new equipment

• Carry out preventative/routine maintenance on equipment

• Work independently and remotely under established company guidelines

Key Tasks and Accountabilities

• Drive to customer location, managing your own daily route to arrive in a timely manner based on customer location and issue

• Deliver customer care and service excellence on warranty, extended warranty and non-warranty repairs

• Educate and train customers on the operation and user maintenance of the machine

• Provide excellent customer service, listening carefully to customer concerns and addressing issues until customer is satisfied

• Update firmware and maintain assigned machines per manufacturer specifications

• Make recommendations to customers regarding service and repairs on equipment out of warranty

• Support related applications and workflows across the markets in which Hybrid and Mimaki operates

• Attend exhibitions, tradeshows, training events, roadshows and open houses

• Support a positive work atmosphere by acting and communicating in a professional manner that promotes positive working relationships with customers, resellers, co-workers and management

• Work closely with our reseller network to provide engineering support and training, becoming a point of contact to allow a greater synergy between reseller partners and Hybrid

• Liaise with customers, resellers and internal staff, where appropriate in order to ensure everyone is kept informed

• Provide customers, dealers and engineers with telephone technical support

• Carry out service stock repairs within given SLA at the Crewe HQ

• Be an ambassador of the Hybrid Customer Care Program to the resellers and end users

• Maintain an effective and efficient method of filling in job sheets, stock sheets and field service visit reports

• Maintain an appropriate level of relevant parts to complete repairs with the aim of reducing the frequency of overnight spares delivery and reducing recall rates

• Deal effectively with all the technical enquires and to take ownership of all enquiries until resolved

• Ensure a diarised history is maintained on the system and that each communication is documented in detail with total accuracy on the CRM 

• To understand the whole Mimaki product range and where it fits within the different sectors in which Hybrid operates

• Ensure all job cards / visit reports are completed legibly and accurately and communicated to the relevant personnel on or before the allotted time

• To attend specialist training modules that improve technical knowledge and performance

• To undertake self-improvement training to improve knowledge and performance

• Travel as necessary to attend site/meeting/training, both nationally and internationally, which will involve overnight stays

• Provide relief coverage for staff in all departments

• Manage special projects as agreed with the Service manager and COM

• Health & Safety – adhere to and promote company H&S procedures to help maintain a safe working environment

• Any other duties relevant to this role

Person Specifications

• Previous experience in a customer supporting role is essential, ideally having a background in field engineering/service

• Ideally have service/repair knowledge and experience of large format printers

• Possess outstanding customer handling and telephone skills

• Must have excellent overall PC skills including Windows operating systems

• Be able to demonstrate a logical approach to problem solving

• Accurate and timely record keeping

• Must have working knowledge of all Mimaki software packages

• Knowledge of popular graphic design software such as Corel Draw and Adobe Illustrator is essential, to a level of efficiency to demonstrate the Mimaki product workflow

• Be seen to be the “engineering specialist” - know where to find the answers to all questions

• Ability to work alone but also as part of a team using knowledge sharing to the best advantage for the team

• Ability to communicate technical information to non-technical personnel

• Must be comfortable working towards defined Key Performance Indicators (KPI’s)

• Strong understanding of customer requirements

• Strong interpersonal skills - collaboration, teamwork, conflict resolution

• Excellent written and verbal communication skills together with a high degree of Microsoft Office knowledge

• Ability to adapt to new and challenging workloads

• Ability to manage own time effectively

• Experienced in using CRM systems

• Must have Full UK Driving license