Job Details
This position is with a leading British design, engineering and manufacturer of high-end digital audio systems. The Service Technician ensures a positive customer experience by diagnosing issues in a helpful, courteous and positive way. This means meeting or exceeding customer expectations by effective resolution of problems such as the repair of returned units. A key requirement of the role is the prevention of potential customer problems; this will be achieved by alerting relevant departments or suppliers about recurring faults or emerging trends and by providing feedback about common set-up problems so that user documentation can be improved.
Applications from ex-military personnel (British Army, Royal Air Force, Royal Navy and Royal Marines) are strongly encouraged.
Key Responsibilities:
- Ensure queries, fault reports and remote diagnostics are managed efficiently.
- Fault diagnosis, repair and service of returned products.
- Scheduling and administration of customer repairs.
- Monitoring and analysis of field returns and liaison with suppliers and the Development Department to address recurring or escalating quality issues.
- Fault finding on electronic circuit boards to component level.
- Monitoring and analysis of supplier quality and liaison with them to address quality issues.
- Supervise any assigned technicians to ensure work is done to a high standard.
- Inputting bugs/enhancement requests and resolved issues into tracking systems.
- Monitoring of in-house test equipment and rapidly alerting the Development Department of any issues affecting quality or consistency of testing.
- Ensure product reliability issues that might adversely affect sales or warranty are rapidly advised to the management team.
- Advise or recommend any process changes to improve customer service or departmental performance or efficiency.
Person Specification:
Well-organised, thorough, disciplined with a rigorous and structured approach to fault-finding down to component level. A self-starter who is also a multi-tasker is important. Good communication skills, a helpful attitude, polite telephone manner and ability to offer technical advice via email are also required attributes.
Knowledge, skills and qualifications required:
Essential:
- A minimum of three years, experience in an electronics testing or service environment
- Knowledge of digital and analogue electronics and familiarity with appropriate diagnostic strategies for both
- Proven diagnostic and trouble-shooting skills
- Excellent failure analysis and reporting skills
- Electronics assembly and rework experience
Desirable:
- Qualified to HND level (appropriate NVQ Level 3 qualifications will also be considered alongside experience).
Benefits:
25 days holiday
Potential bonus through a company profit-sharing scheme
Company Pension scheme
Health Insurance
This job is no longer available for new applications.
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