Field Service Engineer – UK

To deliver the full range of customer services through technical excellence and outstanding customer focus.

Key Accountabilities 

• Provide front line technical support
• Provide innovative technical solutions maximising productivity
• Always comply with all Health & Safety requirements
• Carry out Electrical, Mechanical & Software maintenance repairs & fault diagnostics
• Always strive to deliver 100% customer satisfaction
• Effective customer focussed communication
• Promote and realise opportunities to strengthen aftersales partnerships

Key Responsibilities 

• Provide full technical support in-house by responding to issues over the telephone, email or online maintaining a detailed report of the requests and processes.
• Project a positive and professional manner and attitude at all times
• Carry out in depth maintenance processes on time with a “right first time” attitude from initial request to resolution.
• Promote after sales services and identify areas of work using technical awareness and developed stakeholder relationships.
• Provide detailed written reports of all activities to your line manager
• Adhere to all Health & Safety regulations at all times
• Maintain 100% customer satisfaction through technical excellence, trust, respect and strong relationships
• Work with all Mpac colleagues to ensure compliance with ISO14001, ISO9001 and OHSAS18001 and support a culture of Lean and Continuous Improvement by complying with appropriate Standard Operating Procedures. This will ensure that Mpac retains its accreditation and maintains its position as a provider of high quality service and that its employees are working efficiently and safely. 
• Work with all Mpac  colleagues to ensure that our internal customer ethos is delivered and maintained through everything we do including right first time, on time and in full.
• Always demonstrate respect, integrity, trust and excellence in interactions with all colleagues, customers and suppliers in line with Mpac’s internal customer programme.

Core Behavioural Competencies

Mpac Core Competencies 

1. Safety Health Environment (SHE)
2. Flexibility
3. Initiative
4. Thoroughness
5. Positive Self Image
6. Self-Development

Role Specific Competencies

1. Concern for standards
2. Innovative Thinking
3. Critical information seeking
4. Analytical thinking
5. Self-control
6. Adaptability

Knowledge and Experience 

Essential

• Sound knowledge of Health & Safety at work act and PUWER regulations
• Strong understanding of electrical & mechanical components inclusive of pneumatics, servo components
• A strong mechanical and electrical technical knowledge within an automation environment
• A strong communicator and relationship builder with the ability to communicate effectively at all levels.

Desirable 

• Experience of using PLC software
• Ability to interact effectively with people from different cultures and nationalities.
• Experience in Robotics and Vision systems will be valuable

Technical Skills and Qualifications

Essential 

• Excellent communication skills
• A strong working knowledge of mech and electrical components and be able to competently fault
• Working knowledge of MS Office Applications including Excel, PowerPoint and Word.
• Ability to read, interpret and understand technical schematic diagrams
• Ability to identify performance issues and provide a technical solution.
• Ability to manage own priorities and adhere to deadlines with right first time attitude.

Desirable

• HNC (Desirable) BTEC / ONC / City & Guilds or equivalent in all relevant engineering disciplines (ideal)
• IOSH Qualification
• Recognised Apprenticeship trained in Mechanical / Electrical engineering disciplines

Relationship and Reporting Line

• Reports to Customer Service Team Leader
• Working relationships with: All customers, Sales, Projects, IT, Controls Engineers, Electrical Technicians, Mechanical Technicians, Mechanical and Electrical design team, Warehouse, Production team.