Role Title: Services – Installation & Hardware Engineer

Direct Report:Services Manager – Service Desk

Department:Services

Role Purpose

To complete the implementation, onsite and office-based support, and user training of our EPoS solutions into retailer sites.

You will be responsible for all elements of the solution delivery, including installation of hardware, cabling, configuration and set up in addition to delivering training where required on the solution and managing customer satisfaction. The role includes all aspects of Field Service Engineering, Break Fix Hardware Repairs on site and in house, including talking to customers over the phone to diagnose issues system upgrades and new system builds.

The successful candidate will be commercially astute and have an aptitude for developing existing and new business relationships. They will be able to provide technical expertise to the department and assist in providing knowledge continuity / accuracy to the customer base. Building and supporting strong team ethic’s and help maintain a ‘Can Do’ attitude is a must. Manage software and hardware problems through evaluation, investigation and resolution management to ensure quality of service is provided by Point Four at all times. Apply knowledge of Industry trends and developments to improve service to our clients. Explore, evaluate and implement innovative technology for the development of the company. To ensure incidents or problems are escalated to the correct levels. Possess a strong interest in IT with excellent communication and interpersonal skills and the ability to work well under pressure.

Key Accountabilities of the successful Installation & Hardware Engineer:

Support a wide range of bespoke hardware packages, as well as various operating systems and networks in an office environment and on site.
Ensure installations are completed successfully, to the customer satisfaction.
Install additional third-party integrated solutions as required.
Provide excellent customer service with a pro-active approach.
Maintain and manage accurate data, files and records.
Present and promote an appropriate public image in representing the company.
Responsible to maintain a professional attitude at all times and to lead by example
Deliver high levels of customer satisfaction through understanding of customer’s needs, issues, priorities and management of customer expectations.
Share and promote knowledge between colleagues.
Ability to effectively prioritise and execute tasks in a high-pressured customer focussed environment.
Communicate to all levels of the organisation as required.

Role Dimensions

To provide 1st Line installation and hardware support to our customer base.
Meet deadlines with frequent changing workloads
Identify and recommend improvements to processes in order to further streamline the engineer function
Work well as part of a team.
Maintain contact with customer via the phone, remotely and on-site face to face.
Serves as engineering and customer champion within Services.
Representative of Point Four through project rollouts.

Typical Outputs

Maintain a ‘Centre of Excellence’
Protect and increase customer loyalty
Provide the client base with highest level of customer service, professionalism and technical knowledge
Increase customer satisfaction and reduce customer churn
Improve product and procedural knowledge through personal development.
Constantly deliver high quality support services to the company and customer.

Person Specification

Competency / Performance:

Putting Customers First – Understands the value of profitable and loyal customers. Listens to and understands customers’ needs. Delivers outstanding customer service.
Performing Through our People – Motivates peers to perform. Values and adapts to different cultures.
Delivering Results – Can do attitude, delivers and drives to win. Focused,
manages own time and resources effectively.
Managing a Changing Environment –Thinks laterally and creatively. Displays sound judgement, solves problems.
Making a Personal Difference – Positive and courageous. Open, trustworthy and trusting. Resilient, takes personal responsibility. Curious, seeks opportunities to learn.
Communication – Communicates with enthusiasm and clarity. Inspires and in stills confidence. Resolves and / or escalates issues in a timely manner. Understands how to communicate difficult / sensitive information tactfully.
Teamwork – Works cooperatively and effectively with others to achieve goals, resolve issue and enhance effectiveness.

Technical / Professional Expertise:

Possesses excellent objection handling techniques when dealing with issues or barriers from both internal and external customers.
Demonstrate broad and in-depth technical knowledge of various products and methodologies
Excellent verbal and written communications
At least 3 years IT installation experience with particular emphasis on Customer Service
Experience of communicating at all levels
Demonstrate sound technical and business awareness & understanding

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Installation & Hardware Engineer