About this role
Salary: £32,000 - 72,000 per year
Requirements: A positive, cheerful personality and mature attitude to workExcellent verbal and written communication skills, with confidence dealing with internal and external customers at all levelsStrong organisation, attention to detail, and ability to prioritise objectivesAn enquiring mindset, with an ability to challenge established methods, simplify processes, and seek opportunities to add valueA proactive approach, with ownership of projects and issues through to completionAbility to use initiative and work without direct supervision, as well as contribute as a team player and share workload when neededFlexibility to meet business requirements, including the possibility of overtime during busy periodsHardware training on Kyocera, Canon, and Konica MinoltaKnowledge of Microsoft networks and experience with DHCP, DNS, TCP/IP, LDAP, and Active DirectoryUnderstanding of print management and document management software productsKonica Minolta and Canon accreditations at professional and intermediate levels, respectivelyMCP or CompTIA certification is desirableEquitrac, PaperCut, or PCounter experience is desirableHP or Samsung equipment training is beneficial Responsibilities: Provide onsite service and support to customers, resolving technical issues on assigned open tickets in a timely manner to maintain customer satisfactionMeet response-time targets and KPIs, and increase service profitability through efficient stock and call managementUse our Service Call Control systems and follow the escalation procedureCarry out the Minimum Call Procedure on every service call, in accordance with the issued guidelinesContact the Helpdesk ProActive coordinator if unable to complete a call within 1.5 hours of arriving onsite, or if asked to attend another machine or issueComplete service calls via Link-in with all required details, including part numbers for return-to-fit bookings and correct meter readingsReturn warranty parts and requested items to our Head Office SDD with the warranty sheet, samples, and list printsMaintain the toolkit and issued technology, including tablets and phones, to the required standardArrive at the first service call by 09:00 and accept the last service call at 16:30, unless an exception is agreed with the Field Service Manager or Helpdesk ManagerRespond within the specified response-time constraint and call customers before travelling to determine whether the issue can be resolved by phone or to advise them of our arrivalFollow static electricity prevention precautions when transporting, storing, and handling sensitive printed circuit boardsUse the relevant tools for meter readings and maintenance support, including PPA, CSRC, and e-maintenanceFollow applicable health and safety law and risk assessments in accordance with issued guidesRecord attendance at customer reception, follow our dress guidance, and maintain an acceptable appearance while on company businessComplete relevant machine, solution, or IT training within the agreed timeframe and maintain that knowledgeProactively check whether further work is needed before leaving a customer siteUse relevant online support tools and sites to resolve issuesUndertake other suitable activities designated by our ProActive Service Delivery department, including installations, helpdesk support, and workshop support (PDI)Understand and maintain knowledge of our principals product and service portfolio, and pass relevant leads to sales through the correct procedureProvide initial support for software products loaded on devices within the principals portfolio, escalating faults to Software Consultants when needed Technologies: Active DirectoryHardwareSupportLDAPMCPMobileTCP/IP More:
We are recruiting a mobile Field Service Engineer who reports to the Head of Services. The role involves onsite customer service and support, with a focus on resolving technical issues efficiently and maintaining customer satisfaction. The position also includes potential progression within SDD and a career path supported by relevant training.
last updated 42 week of 2026