Field Service Engineer, Christchurch

Department: Service - Field Service

Employment Type: Permanent - Full Time

Location: New Zealand/Field Based

Reporting To: Field Service Team Leader

ROLE TITLE: Field Service Engineer

FUNCTION: Field Service

REPORTING: Field Service Team Leader

REGION: Asia Pacific

LOCATION: Christchurch, New Zealand

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 Service 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

• Have a thorough working knowledge of Glory products and systems.
• Have a thorough understanding of Entitlements and Out of Scope pertaining to service contracts and coverage levels.
• Has 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.
• When in-house, provide phone support to customers as necessary and assist with equipment preparation/dispatch as necessary.
• Complete administrative paperwork timely and accurately.
• Perform assignments as required by Customer Support Team or your manager.

Equipment Knowledge

• Banking Self Service and Automation Equipment
  • Cash Exchange
  • Coin/ note Deposit
  • Recycling solutions (retail)
  • Recycling solutions (Banking)
• Cash Handling and processing equipment (DTP)
  • Note/ coin electronic scales
  • Note counter/ sorters
  • Coin counters/ sorters
• Kiosk/ Digital Display solutions

Health and 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 promptly reported in accordance with the hazard management process.

REQUIRED QUALIFICATIONS

• Recognised engineering qualification or equivalent technical skill experience in servicing and maintaining electromechanical machines.
• Electrical Appliance Service Person certification.
• Current driver's licence.

REQUIRED SKILLS AND COMPETENCIES

• A recognised technical qualification.
• Current drivers licence.
• 1+ years' experience in a technical field role.
• Proven ability to work independently and meet established deadlines.
• Excellent communication and interpersonal skills.
• Proven problem solving and analytical skills.
• Strong customer service orientation.
• Ability to handle high-pressure situations.
• Commercial awareness.
• Demonstrable technical aptitude.

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.

What's on offer for you?
You'll join a down to earth, collaborative workplace where you will have genuine opportunities for ongoing development. We offer a competitive remuneration package, performance based bonus, company paid parental and partner leave, paid community leave, birthday leave, study assistance, service loyalty rewards, annual health programs and confidential Employee Assistance Program.