As a Investors in People Gold organisation we value our people. We are 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 Service Engineer operates directly in the designated field territory and services/maintains company equipment while forging good business relationships with our customers.
Is responsible for the direct management of all aspects of total customer service and works independently to troubleshoot and repair a variety of high speed cash-handling equipment, tracking and management of parts/tools and staying abreast of changes in technical and functional elements of Glory Global Solutions equipment.
This role is open to all levels from entry level apprenticeship with limited experience, up to fully qualified and experienced Engineers.
Main responsibilities
- Responsible for the installation, maintenance, repair and upgrade of equipment in the field and provides customer/internal training as required
- Investigates technical issues/warranty failures/ in field failures and can resolve issues by the most efficient and economical manner keeping Product Specialists and Service Management informed of ongoing actions/solutions
- Liaises with local Service Centre/partners to receive/discuss work/schedule workload in the most efficient manner taking into consideration site location, priority and cost implications
- Plans and prioritises workload to achieve business aims and meet customer needs
- Effectively diagnoses system problems and provides solutions for repair while keeping customer apprised of progress especially during maintenance/downtime of a machine
- Documents system problems and preventative maintenance in customer site log
- Gathers and records machine information to monitor performance
- Completes machine installations, Engineering Change Notices (ECN) that affect system upgrades and hardware/software upgrades that may require technical assistance
- Make recommendations for improving service, reliability and performance of equipment
- Escalates difficult technical problems by seeking timely advice or assistance from technical support
- Establishes preventative maintenance schedules and implements according to company specifications
- Assigned other job responsibilities within scope of position and to meet business demands
Required education and qualifications
- Entry level and Senior Engineers must have a recognised engineering qualification and a full, clean Driving Licence
- For entry level, any customer service experience would also be beneficial
- For senior Engineers, experience in a similar customer facing environment working to achieve customer service levels as well as post qualification experience in a support role is required
Required skills and competencies
To perform in the function successfully, individuals must be able to perform each essential duty satisfactorily and the requirements listed below are representative of the knowledge, skill, and/or ability required. Experienced Engineers will be expected to fully meet these criteria, entry-level Engineers will be trained to meet this standard over time:
- Mechanically competent to a high standard
- Understands local Health and Safety regulations and works within company guidelines
- Effectively represents the Company whilst meeting the needs of the business partner; develops partner relationships through trust and performance
- Able to be flexible and prioritise; planning and monitoring their own activity, performance and progress
- Able to demonstrate first class customer service and communication skills; written and verbal
- Logical trouble shooting skills and capability to isolate problems at PCB or component level
- Ability to effectively work with electric schematics, logic diagrams, and mechanical drawings
- Understands AC/DC power distribution and digital/analogue circuitry
- Must be able to work autonomously and with minimal supervision
- Working knowledge of personal computers especially Microsoft Office, navigation across network sites and email communication
- Must be available for on call (on some weekends)
Benefits and perks
- 25 days' holiday a year with the opportunity to buy up to five additional days
- Company car with fuel card
- Competitive company pension scheme
- Ongoing training and development
- Private medical insurance for all employees (enhanced membership can be purchased for other family members)
- Dental insurance for all employees
- Life assurance
- Income protection scheme
- Employee assistance programme
- Employee Wellbeing events and Mental Health First Aiders
- Employee My Benefits portal offering extensive retail discounts
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’s 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.
Equal opportunites
Glory believes in equal opportunity for all qualified persons and will not discriminate against any applicant for employment because of race, colour, religion or belief, marital status, national origin, gender, age, disability, gender orientation, sexual orientation, disability or any other status protected by law.
If you need any reasonable adjustments please let us know as part of our recruitment process.
