Field Service Engineer (VIC) Location : Australia / Field based City / State : Job Code : 4858 # of Openings : 1 Description ROLE TITLE : Field Service Engineer - Victoria FUNCTION : Service REPORTING : Lead Field Service Engineer LOCATION : Melbourne COMPANY OVERVIEW As a global leader in cash technology solutions, we provide the financial, retail, cash centre and gaming industries with confidence that their cash is protected and always working to help build a stronger business.
Our cash automation technologies and process engineering services help businesses in more than 100 countries optimise the handling, movement and management of cash.
While we span the globe, we personally engage with each customer to address their unique challenges and goals - enhancing staff efficiency, reducing operating costs and enabling a more rewarding customer experience.
We offer peace of mind. We enable transformation. We generate options. We empower people. We do all this by releasing companies from the burden of cash management, putting cash to work, and helping customers enhance the value that their staff and facilities add to their business.
ROLE PURPOSE The Field Support 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 : + Maintain a thorough working knowledge of Glory products and systems. + Maintain a thorough understanding of Entitlements and Out of Scope pertaining to service contracts and coverage levels.
Maintain 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 + Complete administrative paperwork timely and accurately + Perform assignments as required by Helpdesk or your manager Health & 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 managed according to the hazard management process REQUIRED QUALIFICATIONS + Recognised technical qualification + Current drivers licence + Minimum 5 years' experience in a technical support role handling complex technical issues REQUIRED SKILLS AND COMPETENCIES + Excellent communication (written and verbal) and interpersonal skills + Ability to work independently and set priorities to meet customer and organisational expectations + Proven problem solving and analytical skills + Excellent organisational skills + Strong customer service orientation + Ability to handle high-pressure situations + Self-motivated with the ability to meet deadlines + Commercial awareness + Flexibility in work hours, including availability after hours and for weekend support to meet customer service requirements GLORY SPIRITS The Glory Spirits & Behaviours reflect the values and behaviours that are critical to the ongoing success of Glory and as such represent the foundations of our behaviour globally to lead us to realise our mission : + Value Creation- strive to create value for customers + Self-Starter- understand the objectives of your own work and are proactive in achieving goals + Collaboration-respect diversity and create a culture of collaboration to work with each other to achieve a common goal + Integrity-understand Glory' Mission and act with responsibility and pride to realise achievement and act and behave with high integrity and a strong sense of ethics + Own Growth- leverage our own talent and achieve personal development by adopting a broader perspective;
looking beyond our own work. Glory believes in equal opportunity for all qualified persons and will not discriminate against any applicant for employment because of race, colour, religion, marital status, national origin, gender, age, disability, veteran status, or any other status protected by law.
Third Party Agencies Unsolicited resumes will not be accepted by Glory. Should an agency choose to send unsolicited resumes, Glory reserves the right to review such resumes but will not be held liable for any fees / charges associated with a candidate hire except where a formal written agreement is in place between Glory and the Agency to source candidates for a specific role.