VAC037 - Service Field Technician
Hoistway Ltd is a thriving business in the lift industry - specialising in bespoke lift installations, servicing and repairs. The Service Department currently maintain approximately 530 units and is set to continue growing.
This is a key role within the Service Department, one of Hoistway's three main operational departments, and is located at our head office in Martock, South Somerset, though the role will be primarily field-based. The Service Field Technician will directly report to the Service Director and will interact with all other Service team members - including office and field personnel.
Key responsibilities for this role include:
At Hoistway we have always seen customer service as the cornerstone of our business, we use the focus as an effective method of standing out from the competition with larger lift companies. As well as fulfilling your specific role you will be expected to keep the culture and identity of Hoistway in mind, primarily by delivering excellent customer service to all customers at all times.
The key responsibility for this role is to reduce the number of lift breakdowns by implementing and carrying out a program of preventative maintenance and routine 'health-check' visits across our network of lifts, as well as providing a high level of technical knowledge, skills and assistance to enable broken lifts to be repaired quickly and effectively. The Service Field Technician will be required to implement sustainable long-term solutions for historically problematic lifts and aim to prevent new lifts developing difficult and prolonged issues. As a result, satisfaction among our clients will be increased and the number of emergency call-outs and time spent diagnosing and repairing lifts will be reduced. Allied to this activity, lifts requiring modernisation will also be identified, offering the client the opportunity to consider related proposals.
The Service Field Technician will be expected to set an example to the other engineers of the quality of service given to our customers and the standard of duties carried out. This is primarily a manual, field-based role but there are administrative duties - such as sending in timesheets, surveys and job reports - that are expected to be completed professionally and within the required timeframe.
In addition to the regular working week this role also includes out of hours duty on a five-weekly basis. This involves taking calls from our call-centre outside of office hours and acting on any breakdowns or entrapments- potentially by attending the call.
Remuneration, Benefits and Progression
The salary range for this position is between £32,000 and £37,000 per year, plus overtime, on a 40-hour, 5 day per week basis. The salary chosen at the time of offer will depend on experience, qualifications and compatibility with our key criteria.
Due to the size of the company, progression and promotion are not always readily available. However, there is also scope for progression in this role as the department grows and more managers are required to cope with the inevitable increase in staff and units.
The aim of this position is to provide high level technical skills and guidance, accumulated through field experience and exposure to an array of manufacturers. This experience would ideally be backed up by NVQ4 or equivalent qualifications. A background in the lift industry is essential, as is mechanical and electrical competence, with electronic principle understanding and ability to use diagnostic equipment.
At least basic computer skills will also be necessary - a functional knowledge of Microsoft Word and Excel is recommended.
The person who will best succeed in this role will have experience in preventative lift maintenance and be logical, diligent and enjoy problem-solving. They will need a good eye for detail and a thorough, determined nature-being able to work through difficult issues methodically to reach a successful conclusion.
The successful applicant will also have an excellent telephone manner and communication skills - being able to liaise with customers of all descriptions - from large corporate clients to private home owners, as well varied members of the Hoistway team. This person should be confident and assertive and be able to deal with clients who may be unhappy due to lift breakdowns and be able to explain complicated technical issues to clients and colleagues.
Organisation, motivation and time-management skills are also key to this role, as well as the ability to work under pressure. This role will involve self-scheduling while also maintaining a regular connection with the office team and being amenable to sudden changes and last-minute requests for assistance.
As a senior engineer the role will also include an element of teaching and passing on important skills and knowledge to more junior team-members, so experience in team-leading, coaching or mentoring would also be a benefit for this role.
Safety Responsibility Statement
As Hoistway operates in the construction industry health and safety is one of our greatest priorities. There are a number of risks relating to our field work and it is essential that these are understood and taken seriously at all times. As a senior member of the team the Service Field Technician will be expected to lead by example in their working practices and when undertaking training.
Duties and responsibilities in this area will include maintaining a clean and tidy work environment, checking the condition of equipment, adhering to the company Health & Safety Policy and site specific risk assessments and method statements, reporting on H&S risks to a Supervisor/Manager, being able to identify asbestos and understand the procedure for asbestos contamination, and taking responsibility for the day to day safety of those working with you or in the area of the lift - such as other contractors or members of the public.
As a highly skilled and experienced team-member you may also be required to give feedback on and make suggestions for our current policies and procedures and assist in developing new ones. You may also be required to assist with performance monitoring in terms of required training for field engineers.
To apply for this position please email your CV to email@example.com
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