ROLE TITLE: Field Service Engineer - Newcastle
FUNCTION: Service
REPORTING: Regional Field Service Manager (North)
LOCATION: Newcastle
Introducing Glory
Global Leaders in Customer Experience Automation
With a culture rooted in innovation, Glory’s people are transforming our customer’s businesses every day. Our automation solutions empower retailers, restaurants and financial institutions to save time, money, and deliver unrivalled customer experiences. Publicly listed and proudly international, Glory has been a trusted name for over 100 years, and a global leader for more than a decade. This reputation is built on our pioneering software and hardware combined with our dynamic people. Alongside our technology, it’s our people who drive our success.
ROLE PURPOSE
The Field Support Engineer is field based and responsible for providing technical customer support in resolving customer technical issues including troubleshooting and repairs, installations and training as required.
MAIN RESPONSIBILITIES
Technical Support:
- Maintain a thorough working knowledge of Glory products and systems.
- Maintain a thorough understanding of Entitlements and Out of Scope pertaining to service contracts and coverage levels.
- Maintain a thorough understanding of the practises and techniques to prevent Electro Static Discharge damage to components when working on them.
- Perform equipment pre-staging
- Perform equipment installations/commissioning
- Perform remedial repair activities on customer sites
- Perform Preventative Maintenance as required
- Installation of approved software updates
- Recognise situations requiring a service call or fault to be escalated and follow proper Escalation Procedures
- Provide the support required to close service call promptly, within the SLA and to the satisfaction of the customer
- Effective ‘debrief’ and reporting of service calls as requested by your manager
- Complete administrative paperwork timely and accurately
- Perform assignments as required by Helpdesk or your manager
Health & Safety:
- Adherence to Health & Safety policies and procedures at all times
- Ensure the prompt and accurate reporting of all workplace incidents and injuries
- Ensure all hazards are managed according to the hazard management process
REQUIRED QUALIFICATIONS
- Recognised technical qualification
- Current drivers’ licence
- Minimum 5 years’ experience in a technical support role handling complex technical issues
REQUIRED SKILLS AND COMPETENCIES
- Excellent communication (written and verbal) and interpersonal skills
- Ability to work independently and set priorities to meet customer and organisational expectations
- Proven problem solving and analytical skills
- Excellent organisational skills
- Strong customer service orientation
- Ability to handle high-pressure situations
- Self-motivated with the ability to meet deadlines
- Commercial awareness
- Flexibility in work hours, including availability after hours and for weekend support to meet customer service requirements
Glory Values
The Glory Values represent our commitment to collaboration, diversity and innovation. They serve as a practical blueprint of how we work together both with colleagues and customers. By living these values, we can tackle new challenges, exceed expectations, enhance our skills, and foster trust and respect in our work relationships.
- Customer Delight. We put our customers first
- Integrity. We do the right thing, always.
- Innovation. We embrace new challenges and shape the future.
- Speed. We move fast, that’s how we stay ahead.
- Diversity & Respect. We value the strength in our differences.
- Teamwork. We succeed together.
Equal Opportunities
Glory believes in equal opportunity for all qualified persons and will not discriminate against any applicant for employment because of race, colour, religion, marital status, national origin, gender, age, disability, veteran status, or any other status protected by law.
Third Party Agencies
Unsolicited resumes will not be accepted by Glory. Should an agency choose to send unsolicited resumes, Glory reserves the right to review such resumes but will not be held liable for any fees/charges associated with a candidate hire except where a formal written agreement is in place between Glory and the Agency to source candidates for a specific role.
Why Join Us
Here at Glory, our ambitions are as big as yours. And that’s why we are actively looking to recruit the best of the best. Join Glory and you will be part of the force driving our transformative technology and leading-edge innovations. That’s because every Glory solution is powered by exceptional people like you. People with experience, skills and dedication. Here, we prioritise the development and well-being of our people. Across vibrant and collaborative workplaces, you’ll team up with colleagues across the world to deliver remarkable solutions in more than one-hundred countries. Looking to make a global impact? Join Glory in innovating the future of business transformation.
Global Leaders in Customer Experience Automation
With a culture rooted in innovation, each day Glory’s people are transforming our customer’s businesses. Our automation solutions empower retailers, restaurants and financial institutions to save time, money, and deliver unrivalled customer experiences. Publicly listed and proudly international, Glory has been a trusted name for over 100 years, and a global leader for more than a decade. That’s a reputation we’ve earned by combining our pioneering software and hardware with our dynamic people. Because alongside our technology, it’s our people who are driving our successes.
Why Join Us
Here at Glory, our ambitions are as big as yours. And that’s why we are actively looking to recruit the best of the best. Join Glory and you will be part of the force driving our transformative technology and leading-edge innovations. That’s because every Glory solution is powered by exceptional people like you. People with experience, skills and dedication. Here, we prioritise the development and well-being of our people. Across vibrant and collaborative workplaces, you’ll team up with colleagues across the world to deliver remarkable solutions in more than one-hundred countries. Looking to make a global impact? Join Glory in innovating the future of business transformation.
Glory Values
The Glory Values are our ethos of working together, diversity and innovation: a practical blueprint of how we work together. We live our values wherever we are – with both colleagues and customers. Glory Values help us meet new challenges and exceed expectations. And they help us further our skills and work with trust and respect.
- Customer Delight. We put our customers first.
- Integrity. We do the right thing, always.
- Innovation. We embrace new challenges and share the future.
- Speed. We move fast, that’s how we stay ahead.
- Diversity & Respect. We value the strength in our differences.
- Teamwork. We succeed together.
