About this role
The Field Service Engineer operates directly in the designated field territory and services/maintains company equipment while forging good business relationships with our customers. We have a large team of Field Service Engineers nationwide. You will be responsible for the direct management of customer service and work independently to troubleshoot and repair a variety of high-speed cash-handling equipment, tracking and management of parts/tools and staying abreast of changes in technical and functional elements of Glory Global Solutions equipment. This position is a 6-month fixed-term contract. Responsible for the installation, maintenance, repair and upgrade of equipment in the field and provides customer/internal training as required. Investigates technical issues/warranty failures/ in field failures and can resolve issues by the most efficient and economical manner keeping Product Specialists and Service Management informed of ongoing actions/solutions. Liaises with local Service Centre/partners to receive/discuss work/schedule workload in the most efficient manner taking into consideration site location, priority and cost implications. Plans and prioritises workload to achieve business aims and meet customer needs. Effectively diagnoses system problems and provides solutions for repair while keeping customer apprised of progress especially during maintenance/downtime of a machine. Documents system problems and preventative maintenance in customer site log. Gathers and records machine information to monitor performance. Completes machine installations, Engineering Change Notices (ECN) that affect system upgrades and hardware/software upgrades that may require technical assistance. Make recommendations for improving service, reliability and performance of equipment. Escalates difficult technical problems by seeking timely advice or assistance from technical support. Establishes preventative maintenance schedules and implements according to company specifications. Assigned other job responsibilities within scope of position and to meet business demands