Service Engineer

Primary

Purpose:

To support customer dicing machine & ancillary equipment maintenance, service & technical requirements, from both an office & field perspective.

Customers are primarily based in the UK & continental Europe, with some also being in North America

Key Responsibilities

* Answer & action customer requests for maintenance, service or technical assistance, working to achieve a resolution remotely in the first instance

* Become familiar with the design, build & workings of the range of Dicing Machines manufactured by Loadpoint, as well as the range of ancillary equipment supporting the dicing machines

* Become familiar with the dicing process for the range of Loadpoint Dicing Machines, gaining an understanding of the dicing blade range

* Amend, update &/or correct machine Manuals & re-issue in a controlled manner

* Action, amend, update &/or correct customer requests for Standards documentation e.g for CE Mark, UKCA

* Communicate effectively & clearly with customers & colleagues alike, seeking to deliver best-in-market service standards, utilising the phone, e-mails, Teams video conferencing & face-to-face visits

* Work with Sales/Service colleagues to schedule customer visits agreeing & booking the required timeframe, travel arrangements, hotels, etc

* Review the Maintenance Help Desk sheet with Sales colleagues for logged customer Maintenance, Service & Technical requests

* Write & issue Customer Visit Reports in a timely manner following visits to customers to resolve machine issues

* Train & coach colleagues in personal skills & knowledge gained, so as to improve & develop the understanding of Loadpoint machines

Indicative Performance Measures

* An innate drive to deliver best-in-market customer service

* Initial response-times to customer Service/Technical requests

* Time-taken to resolve & close-off a customer Service/Technical request

* Speed of Service/Maintenance Report being written following a customer visit

* Relationship-building with stakeholders at all customers

Education /

Qualifications:

* Likely to have completed an Engineering Apprenticeship, or gained a comparable level of Engineering understanding through being time-served. Knowledge of SMC Pneumatics & the Semi Conductor Industry would be an advantage.

Professional Skills/ Abilities / Personal Qualities:

* Proven track record working as a Service Engineer, preferably in an Engineering or Precision Machine or Industrial Manufacturing environment, but all/any Service Engineering experience will be considered. Good computer skills required.

* The ability to see & understand the bigger picture, specifically in-terms of how a machine works in different sections

* The ability, desire and capability to-learn

* To be able to work independently & have good problem solving skills

* Good relationship building skills with a proactive approach & customer focused

* To perform any other related duties & to work flexibly when required in order to meet the needs of the business.

Physical Demands:

* Travel by road, rail and/or air to perform Service/Maintenance requirements at customers across the UK, mainland Europe and occasionally in the Rest of the World – Must have a driving licence & passport

* Typical time spent travelling is up to 50% of the working week, sometimes needing to stay over-night at a location

* Lifting of assemblies up to 20kg using correct manual handling techniques

* Use of Compressed Air Supply

* Use of Electrical Testing Equipment