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JOB TITLE: Office Equipment Engineer

LOCATION: Northampton to London

PURPOSE OF JOB

As a Service Office Equipment Technician to provide first line trouble shooting (root cause of problems) on the vast majority of machines within office environments (photocopiers, Air purifiers, water machines etc) and identified software within their training portfolio, working in accordance with the minimum call procedures and best practices guides. Create customer satisfaction and retention providing a high level of service support by ensuring all queries are responded to in an efficient, professional and timely manner. To be responsible for providing administrative and clerical services in order to ensure effective and efficient operations of Ican Technology Ltd. Service call area to cover between London and up to Northampton as standard, with the possibility to expand area for machine installs.

KEY ROLES AND RESPONSIBILITIES

1. Maintain and repair the full range of photocopier equipment in line with the published technical specification while adopting health and safety procedures.

2. Attend to field service calls and workshop jobs as directed by call control, responding to requests within the targeted response time and fix products on site efficiently and with minimum delay.

3. Providing part numbers to ensure required ordering is accurate and efficient

4. Ensure that accurate service records are maintained by communicating with call control at required and appropriate times.

5. Ensure that, where provided, the company vehicle is maintained in line with published procedures and kept clean and presentable.

6. Maintain accurate work expense records and submit these, along with receipts, at the required time.

7. Attend technical training courses, seminars and other events including online training modules and exams to maintain technical skills and product awareness.

8. Liaise effectively with all departments within ICAN to ensure customer requirements are met.

9. Contribute to the team performance by sharing and implementing Best Practise Ideas.

10. Maintains a safe, clean, neat and orderly work environment.

11. Develops and maintains effective Service Department processes to ensure internal and external customer satisfaction.

12. Flexibility and enthusiasm to learn about and promote new office technology, as they become available.

13. Diagnose issues and resolve remotely, if possible, to help improve first-time fixes for customers and reduce the need for unnecessary RTF’s.

14. Installation and networking of Office Equipment – working with customer’s IT support in order to ensure that this is done as smoothly as possible.

This job description may be varied in consultation with the post holder to reflect evolving needs of the business.

PERSON SPECIFICATION

Required Skills and Qualifications

· Proven electro-mechanical ability

· Experience in the service industry.

· Understanding of the escalation process.

· Demonstrates a high technical aptitude with excellent fault-finding skills.

· Good customer handling and communication skills.

· Team player that focuses on optimizing the team output and high levels of communication.

· Good commercial insight to signal relevant events and opportunities.

· Ability to work alone in the field without daily guidance.

· For a mobile position – you must have held a driving licence for at least two years - no more than 6 points.

· Has knowledge of Secure Print Software and is able to utilise that knowledge to help improve the customer experience.

Skills with People

· Ability to build strong working relationships (internal/external).

· Excellent communication skills –verbal and written.

· Ability to persuade, influence and negotiate effectively at all levels within and outside the organisation.

Personal Attributes

Must maintain strict confidentiality in performing the duties of the Copier Technician. The incumbent must also demonstrate the following personal attributes:

· Be honest and trustworthy.

· Be respectful.

· Possess cultural awareness and sensitivity.

· Be flexible.

· Demonstrate sound work ethics.

Disposition

· Determined.

· Enthusiastic.

· Reliable.

· Sociable.

· Self-motivated.

· Ability to use own initiative.

· Ability to perform effectively when there is pressure peaks.

· Sets high standards and consistently achieves them.

Job Type: Full-time

Salary: £23,000.00-£24,500.00 per year

Benefits:

• Company events
• Free parking
• On-site parking
• Sick pay

Schedule:

• Monday to Friday

Education:

• GCSE or equivalent (preferred)

Language:

• english (required)

Licence/Certification:

• Driving Licence (required)

Willingness to travel:

• 100% (preferred)

Work Location: On the road

Application deadline: 17/04/2023
Reference ID: Ican Office Equipment Engineer
Expected start date: 17/04/2023