Field Support Representative

Position Purpose

We are looking for a motivated Field Service Representative that can work with little direction to ensure high quality of customer service. The goal is to maximise customer commitment and the prosperity of business by producing results in a timely manner. This key role delivers day-to-day support to RMMV-UK repairs activity.

Position Responsibilities:

• Undertake all customer support tasks in external facilities
• Operate efficiently to conclude all on site installation, repair, maintenance and test activities
• Guarantee that the work progress accurately follows the agenda
• Perform troubleshooting and strive to resolve issues
• Produce frequent and analytical service reports
• Operate vehicle in a safely manner and use field automation systems
• Adhere to company’s given rules and regulations
• Team up with colleagues and pass on important information
• Discern customer needs and offer advice or recommendations
• Formulate relationships of trust with customers

Key Competencies:

• Ability to manage and preserve technical equipment
• Ability to easily acclimate to modified schedules and shifts
• Accustomed to using mobile tools and applications
• Ensure company procedures and safety guidelines are followed by customer service representatives.
• Develop and maintain preventive maintenance procedures.
• Diagnose and troubleshoot service related issues.
• Interact with customers periodically for warranty/service calls, upgrade programs, etc.
• Able to prepare and maintain service related documentations.

• Communication: Display the ability to communicate effectively in a variety of settings and can assimilate complex instructions easily. Ability to communicate with all levels of management and staff to establish productive relationships; superior consultation, diplomacy, influencing and negotiating skills; ability to explain complex concepts in layman's language.
• Teamwork: Promote collaboration and facilitates teamwork across the organisation and its external service providers; is tactful, diplomatic and works with integrity, honesty and respect for others.
• Client Orientation: Display exceptional listening and analytical skills to understand clients' needs and concerns and the ability to respond promptly and effectively to these needs.
• Strategic Thinking and Decisive Judgment: Demonstrate a proven ability to act on, business decisions; ability to analyse issues and use logic and reasoning to identify strengths and weaknesses of alternative solutions, conclusions and approaches to problems.
• Drive for Results: Demonstrate a high level of self-motivation and standards with the ability to multi-task; balancing "analysis" with "doing";
• Organisation and Planning: Demonstrate proven ability and knowledge to set and achieve your own goals and prioritise work to meet deadlines.

• Proven experience as a heavy goods vehicle technician
• Proven experience as a Field Service Representative
• Familiarity with computer diagnostics and electronic control systems
• Experience with UK MoD MAN vehicle fleet
• Able to conduct risk assessments
• Technical degree or certification
• IT literate and familiar with Microsoft Office Suite Word and proven Excel skills
• Driving licence (inc C+E) as UK travel will be required for this role

• A competitive salary, that also includes an annual incentive based on your performance in the role
• 25 days holiday and the option to buy a further 5 days
• Match contribution pension scheme
• Private Medical cover
• Salary sacrifice benefits such as cycle to work
• Electronic Vehicle Scheme
• Flexible working hours and location split between home and office
• An opportunity to join the company at a really exciting time of growth and an opportunity to develop this key role in support of that growth.

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