technical service support specialist in daventry

30 August 2018
emma clare, randstad cpe
job type
£ 36 - £ 37 per hour
apply now

daventry, east midlands
sub specialism
job type
working hours
£ 36 - £ 37 per hour
reference number
emma clare, randstad cpe
apply now

job description

Are you a self motivated individual that can work either on your own or part of a team? Are you a Technical Service Support Specialist that is looking for the next big opportunity!? If so, this is going to be a great position to progress your career.

Job Summary:

Provide technical, mechanically biased support for complex in service equipment related issues.

Key Responsibilities:

* Serve as technical support resource providing diagnostic support on complex and hard to diagnose warranty and non-warranty repair events.
* Formulate and direct complex repair plans.
* Document the results of diagnostic and repair actions in the appropriate database clearly and concisely.
* Manage the escalation of more complex requests to the appropriate level of support.
* Lead diagnostic support and escalation process improvement activities.
* Maintain knowledge and technical understanding of current products and new products.
* Promote Service capability and service programs to increase sales.
* Distribute technical communications to the assigned region.
* Investigate product issues at customer or dealer locations.
* Mentors and coaches technicians in the region to improve capability.

Qualifications and Competencies


Diagnostics Application - Translates customer complaints to develop troubleshooting plan; troubleshoots issue following guided work flows, procedures, specialized equipment such as mechanical and electronic service tools, and diagnoses computer software to isolate failed components to enable a successful repair; validates repair by duplicating complaint to ensure it has been resolved; documents results of troubleshooting in business systems to communicate what has been done for payment and historical tracking.

Technical Escalation - Obtains product technical issue information and utilizes available resources including data management tools; elevates issues to a higher level of expertise, balancing timeliness of customer response with investigation efforts; captures all troubleshooting steps in the appropriate database in order to ensure seamless transitions and accurate response to ticket resolution in a timely manner.

Service Documentation - Creates and verifies customer, equipment and technical information; captures specific data using required service tools; follows procedures and documents required information in the service management system in order to have an accurate record of the work done.

Electronic Service Tool Application - Identifies the suite of available hardware and software tools required for a service event; utilizes the appropriate electronic tool set to maintain the product or diagnose and troubleshoot an issue; interprets electronic tool results or recommendations to determine next steps for service resolution.

Service Capability, Capacity and Coverage - Applies the Service Capability, Capacity and Coverage process to understand customer expectations, business priorities, and where products are operating to provide capable and consistent service through available parts, information, tools, and qualified technicians according to published standards; analyzes service capability metrics to identify, prioritize and resolve channel development opportunities within the service network.

Collaborates - Building partnerships and working collaboratively with others to meet shared objectives.

Communicates effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.

Manages complexity - Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.

Customer focus - Building strong customer relationships and delivering customer-centric solutions.

Nimble learning - Actively learning through experimentation when tackling new problems, using both successes and failures as learning fodder.

Resourcefulness - Securing and deploying resources effectively and efficiently.

Education, Licenses, Certifications:

College or technical trade school or equivalent degree, or equivalent experience, required.


Intermediate level of relevant work experience required.

This role would suit a time served/apprenticed trained Service Engineer from a mechanical background

Can be based any where in the UK - but the sites are predominantly in the North and Wales so the Midlands would be ideal

Travel to Manston, Kent will be required on a regular basis - expenses for site travel will be reimbursable inc. subsistence, accommodation etc. in line with the expenses policy

Hours of work are ; 10 a day across 7 days - although breaks in between weeks will be given dependant on site bookings/demand

Don't miss out on this great opportunity to be part of a fantastic and successful business!

Randstad CPE values diversity and promotes equality. No terminology in this advert is intended to discriminate against any of the protected characteristics that fall under the Equality Act 2010. We encourage and welcome applications from all sections of society and are more than happy to discuss reasonable adjustments and/or additional arrangements as required to support your application.

Candidates must be eligible to live and work in the UK.

For the purposes of the Conduct Regulations 2003, when advertising permanent vacancies we are acting as an Employment Agency, and when advertising temporary/contract vacancies we are acting as an Employment Business.





educational requirements