B-MECH Field Support Representative

Job Description

Reporting Line Technical Support and Training Manager
Location Remote response – Covering N. England, Scotland & N. Ireland. Possible European travel (with flexibility)
Position Level Technician
Salary £34k – £48k (DOE) + Generous bonus scheme & company benefits + large company van + Power tools provided
Hours Flexible, 40 hour working contract, operating, Monday to Friday

A successful candidate will be within £34 – £48 DoE, there will be opportunity to increase within that range as they gain experience and dependent on performance. There is also an annual performance-based bonus, up to 15% of annual salary. This is a split of company and personal performance.

Organisational Background

One of the World’s leading producers of Defence systems and equipment for ground, air, and naval forces. The Defence business has representation in sixteen countries, including the United Kingdom. Operating across three divisions; Weapons & Munitions, Electronic Solutions and Vehicle Systems, they set the global standard for excellence in their field. A leading global provider of military wheeled logistical and wheeled tactical vehicle systems. The UK business provides support to the UK Ministry of Defence (MOD) Support Vehicle (SV) fleet totaling more than 7500 platforms.

Position Purpose

We are looking for a motivated Field Support Representative with a military, REME background 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 companies repairs activity in the UK and abroad.

Additional details

• You will be working from home ready to respond when required. This will mean overnight (Hotel)stays are required dependent on task size and location to best service the customer’s needs.
• All IT devices will be provided. Plus, a diagnostic laptop as part of special van tools.
• Irregular trips to the office will be required for meetings, inclusive of onboarding requirement.

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
• Carry out other tasks as directed by your line manager.

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.

Experience & Educational Requirements

• 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.
• Suitable engineering certification/qualifications
• IT literate and familiar with Microsoft Office Suite Word and proven Excel skills
• Driving licence (inc. C+E) essential
• Valid passport as worldwide travel will be required for this role.

Company Benefits

Matched company pension contributions up to 6%
Private Health Care (BUPA) with the option to add family members
Electric Vehicle Scheme (Salary Sacrifice)
Cycle to Work Scheme.