Field Service Engineer

2 weeks ago

London, United Kingdom Zonal Retail Data Systems Full time

The Zonal group are one of the UK’s largest technology providers to the hospitality industry. 

Our products are used by over 16, pubs, restaurants and hotels. Customers include national brands like Pizza Express, JD Wetherspoons and All Bar One.

We provide our customers with the solutions they need to make their business a success.

These solutions include mobile apps for ordering and web apps for engaging with consumers either through loyalty or reservations. By linking these solutions to Zonal’s EPoS (till) system, we help hospitality brands to understand their customers’ behaviour and preferences, enabling them to excel in an increasingly competitive market.

If you have booked a table or hotel room, ordered, and paid for food and drinks, received loyalty offers, or downloaded your favourite hang out’s app, you will likely have used a Zonal product.

We are a family business with Scottish roots. We operate from our modern head office in Edinburgh to our brand new in Staffordshire, our Comtrex Division near Gatwick Airport, our Innovation Centre in Abingdon and hotel management solutions base in Cardiff. 

What you’ll do:

Install and maintain Zonal products at sites across our customer base, primarily in your local region whilst adhering to Company standards of customer service, Service Level Agreements, and Health and Safety requirements. 

Support is provided based upon the SLAs in place with the customer. This is monitored daily and reported back to the customer at regular intervals. 

Responsibilities will involve:

Diagnosis and repair of faults on site whilst ensuring minimum disruption to the customer and their guests. Installation, testing and configuration of all parts of Zonal’s EPoS systems; payment devices, printers, tills, kitchen screen systems, PC’s, servers, and structured cabling Work closely with the Scheduling team and your local colleagues to ensure each customer is visited within their SLA.  Provide updates on progress as needed Liaise with internal stakeholders e.g. Help Centre Analysts, Field Technical Support Team, Business Development Manager, to ensure swift resolutions. Carry out dynamic risk assessments prior to commencing work Ensure accurate asset management of your stock Full and detailed completion of all appropriate paperwork.  Work as directed by your Regional Service Manager when required to make that difference Provide on-call cover on evenings and weekends on a rotational basis. Support the Zonal Project Services Team in the rollout of larger projects and upgrades. Ensuring that both Zonal and customer data is treated with the strictest of care Present a positive Company image.  Provide a timely, polite and efficient service ensuring the Customer is satisfied prior to leaving site. Provide on-call cover on evenings and weekends on a rotational basis.

Who you are:

Essential:

Minimum 18 months experience in a field-based customer service engineering role from an IT support environment. Background knowledge in computer hardware (pc's, IP networks and WIFI)  The ability to provide 5 years of continuous past work history and satisfactory references to enable the candidate to obtain an airport pass successfully. Clean driving licence is essential.  PC literate (all MS Office suite) and aptitude to pick up new software packages quickly. Planning and organisational skills; able to establish efficient and appropriate plans for self and others and adapt quickly and effectively to unexpected changes whilst still ensuring objectives are met. Customer service; understands and responds to customer needs (internal and external) and exceeds expectations where possible.  Communication and team working; works co-operatively with others to achieve a common goal and communicates information in a clear, concise and accurate manner.  Problem solving and decision making; analyses information appropriately in order to find best solutions and takes a balanced view to reach logical conclusions and make relevant decisions. Commercial and organisational focus; demonstrates understanding of overall business and commercial issues facing company.  Commitment to results; is committed to obtaining results through taking responsibility, demonstrating a positive attitude and ensuring quality is built into work.

Desirable:

EPoS background Experience of maintaining and installing EPoS equipment 

We are going on an exciting journey and we need more like-minded travellers to help us get there

If this sounds like you then we would love to hear from you 

What we value:

Passion, Teamwork, Innovation, Professionalism, Accountability and Customer Obsessed are the values we believe make us the company we are. We’re looking for someone who understands great culture and will help us shape it as it evolves. 

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