JOB DESCRIPTION
Founded in 1982 McLernons is a home grown, award winning IT business based in Dublin. With an exceptional, multi-skilled team of more than 60 people based across Ireland and the UK, we have been delivering market leading software systems to pharmacies throughout Ireland.
Our innovative approach and exceptional customer support has delivered a 72% market share of the retail pharmacy sector providing mission critical software solutions to help pharmacists manage their healthcare business.
Job Title
Field Service Engineer (FSE)
Responsible To
Field Service Engineering Manager, Sales Director
Location
Leinster (ideally South Dublin / Wicklow), Ireland
Hours of Work
Monday to Friday from 8.45am to 5.30pm
Job Summary
Reporting to the Field Service Engineering Manager and working in close collaboration with the Customer Service Team and System Trainers, the FSE provides onsite installation, upgrades, updates, repairs and planned maintenance on a suite of fully integrated software and hardware solutions.
This customer-facing role requires a high degree of technical competence with a corresponding level of self-sufficiency and resourcefulness as well as executing all responsibilities in a professional manner and with a customer service-orientated attitude.
KEY DELIVERABLES:
§ Ensure quality of work carried out is "best in class".
§ Aim for 100% Customer Satisfaction.
§ Establish and maintain strong business relationships both internally and externally.
DUTIES & RESPONSIBILITIES:
Customer Service:
§ Daily communication and co-ordination with the Customer Service Team to ensure effective planning, organisation and delivery of the service call schedule.
§ Provide quality support to our customers by solving technical queries and product problems whilst communicating in a calm, positive and professional manner.
Engineering:
§ Responsible for on-site installation, implementation, maintenance and repair of hardware, software and network products within the parameters of the Service Level Agreement.
§ Resolve product or service problems by identifying the customer's difficulty; determining the cause of the issue; selecting and explaining the best solution to solve the problem; expediting correction or adjustment and follow up to ensure resolution.
§ Carry out preventative / routine maintenance and repairs to all machines in accordance with the company’s recommendations in a safe, timely and cost-effective manner.
§ Ensure customer satisfaction by advising customers on preventive maintenance and configurations, which may impact product performance.
§ Proactively respond to potential equipment issues to prevent unplanned interruption of customers' business.
§ Identify and obtain authorisation for any chargeable repairs that may be required and in conjunction with the Sales Team assist in producing any Estimates/Quotes required.
§ Maintain all tools and test equipment to a high standard.
§ Ensure that your Tooling and Parts stock levels are maintained, submitting detailed Tools/Parts requisitions to your Manager to enable parts to be obtained on a timely basis.
Reporting:
§ Liaise with Customer Services Manager regarding site activity and report in at the end of each activity.
§ Update all jobs in “real time” on our central database and follow working procedures to ensure correct data is captured and outcomes are communicated to all relevant personnel.
§ Provide accurate and detailed reports upon every site visit to maintain integrity of asset data across our customer sites.
General:
§ Work as a member of the Company team to resolve problems, facilitate solutions and enhance customer service offerings.
§ Provide general support to management by being flexible to work additional hours and assist with overflow work from colleagues as needed to ensure that the business runs smoothly.
§ Ensure an exceptional standard of personal presentation to create a professional impression at all times.
§ Participate in all essential and required training in order to efficiently and safely carry out your role.
§ Participate in and attend departmental or Company meetings as required.
§ Comply with the Company’s Policies and Procedures as set out within the Employee Handbook.
§ Comply with all health and safety guidance as set out within the Health & Safety Policy.
The marginal functions of this position have not been included. This job description in no way implies that these are the only duties to be performed. An employee will be required to follow any other job-related duties required by the Management Team within McLernons.
PERSON SPECIFICATION
The competencies listed are appropriate to the role and are an illustration of the qualities that the Company requires. These areas will be looked at in general assessments which are made to ensure that, not only can you fulfil your job description, but that as a member of the Company you are contributing in an effective manner to suit your position.
Requirements
Essential Criteria
Desirable Criteria
Education/
Qualifications
§ A relevant technical qualification.
§ Microsoft Certified.
Experience
§ A minimum of 2-3 years’ experience in PC service and repair.
§ A minimum of 2 years’ experience in a customer facing environment.
Skills & Abilities
§ Ability to work hard to maintain timely flow of customer requirements.
§ Strong Technical problem solving and fault-finding skills.
§ Strong IT, computer literacy and networking skills
§ Proven track record in customer support and logical troubleshooting techniques.
§ Ability to work independently, with minimum direction and in time defined situations.
§ High professional work and quality standards.
§ Ability to self-direct and self-motivate.
§ Ability to plan and organise work effectively.
§ Excellent communication, listening and interpersonal skills.
§ Knowledge of McLernons’ products and services.
Personal Requirements
§ Eligible to work in Ireland.
§ Fluent in English both verbal and written.
§ Full clean driving license.
Key Competencies:
§ Dependability: Meets attendance and punctuality guidelines. Works a flexible schedule to meet the needs of the business. Commits to doing the best job possible. Takes responsibility for own actions. Follows verbal and written instructions. Responds to requests for service and assistance. Keeps commitments.
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§ Attitude/Cooperation: Displays enthusiastic outlook, pleasant manner and has positive effect on the morale of others. Establishes and maintains effective relationships. Exhibits tact, consideration, and cooperation. Offers assistance and support to customers and co-workers. Works to resolve conflicts.
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§ Quality: Prioritises and plans workload efficiently, with a thorough and meticulous approach. Exhibits high standards of performance. Demonstrates accuracy and thoroughness. Looks for ways to improve/promote quality and reduce costs.
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§ Quantity: Achieves established goals and/or other job expectations in a timely manner. Takes initiative to get things done. Exhibits good time management skills and strives to increase productivity.
