Senior Field Service Engineer

2 weeks ago

Liverpool, United Kingdom Midwich Full time

About Us

Midwich is a forward-thinking AIM listed organisation, whose international growth projection is both exciting and demanding. Our partners are world leading brands including Samsung, LG, Canon and Panasonic to name a few and they demand effective marketing that delivers results through sales.


Part of Midwich’s future strategy is to continue its successful buy and grow activities, which have traditionally been led by the Group Managing Director.


As one of the leading AV/IT distribution Companies in the UK, we offer a range of exciting career paths in Sales, Business Management, Finance, Marketing and Logistics to name but a few.


About the Role

We are looking for a Senior Field Service Engineer to join our Mi Support UK team, based remotely, to be responsible for all of our onsite field call outs and support post sales service contracts while also helping to provide technical support for our contract clients. The successful person will be working as part of the Midwich Group’s Mi Support proposition delivering enhanced warranties and technical support functions to clients that purchase services from the group.


The new Senior Field Service Engineer will work in partnership with businesses throughout the Group to achieve service levels aligned to central offerings within their region. This person will be responsible for leading the operational response to warranty claims, processing warranty contract orders, issuing and logging client entitlement and accountable for delivery of the services and achieving all KPIs and SLAs associated with the service provision.


What you will be doing in this role

  • Delivery of services in territory and maintaining service level agreements for clients.
  • Onsite response to clients site next business day.
  • supervising the regional helpdesk and ensuring engineers remain technically proficient with product enhancements and technology.
  • Validating warranty claims by working with the group technical support helpdesk and documenting and reporting using the groups centralised ticketing system.
  • Exceeding service level agreements ensuring planned revenues and profitability of services within budgetary targets.
  • Achieving outstanding customer satisfaction feedback from services provided.
  • Develop and manage relationships with third part contractors and Mi Support Managers across the group to ensure continuity of service levels in all regions and a group wide standard service offering.


What you will bring to the role

  • Execution - able to complement big picture thinking with a bias towards execution, aligning the organisation’s operating model to deliver contractual onsite response and sustained growth in Group service revenue and service delivery.
  • Influencing – skilled in building and managing relationships across a diverse, global internal and external set of stakeholders, aligning priorities and investments to support growth.
  • Technical acumen – provide guidance and knowledge on approach to resolution and align to contractual terms to maximise opportunity and minimise risks.
  • Process management – able to take centrally defined commercial requirements to efficient and scalable processes.
  • Data bias – ensure that all operations are logged tracked and reported with complete detail to enable data centric analysis of the service.
  • Commercial competence permitting management of pricing, costs and risks of service delivery.


Why you should work here

  • Contributory Pension Scheme
  • Private Health Care
  • Permanent Health Scheme
  • Life Cover
  • Profit Related Pay
  • Paid Sickness Leave
  • Staff Purchase Scheme
  • Discounts from Local Businesses (dependant on location)
  • Recruitment Finders Fee
  • Employee Assistance Programme (EAP)
  • Reduced Gym Membership (dependant on location)
  • Cycle to Work Scheme
  • Free Car Parking
  • Shares Programme


Midwich Group is an equal opportunity employer and welcomes applicants from all backgrounds. If you meet the qualifications and are interested in this opportunity, please submit your resume and cover letter for consideration.

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