Bureau Engineer

Placed: 26/11/17
Region: United Kingdom
Category: Jobs


Content of the advertisement:

The Position:
This role is part of the Duty Team who run a 24/7 technical help desk service based in Horsham. You will be part of an office based team who are the first point of contact for our contracted customer base. In addition to this you will provide technical assistance to our national field service team who have around 100 engineers. It will be your responsibility to ensure our customers gets their issues resolved in the most expedient way possible and in accordance to their SLA agreements. You will achieve this by offering remote fixes, managing service visits and escalating quality issue through the business when needed. Another vital role this teams plays is in the design and development of new onsite and remote technical services, which address the customers intelligent building needs. The Energy & Applications Team is key player in assisting Trend achieve is overall grown targets in the coming year so definitely an exciting team to be part of.

Key Responsibilities:

Providing remote technical assistance for Trend contracted customers and the Trend field service teams.
Carry out and support the services the Energy team offer to their customer base
Manage customer requests who have varying levels of expertise.
Liaise with third party providers on non BEMS related problems ensuring we deliver an enhance customer service
Represent technical issues form both Field Service and customers sites at the appropriate technical forums.
Driving energy savings through applying BEMS expertise.
Liaising with Field Service Account Handlers to resolve customer queries
Ensure the achievement of all team / individual targets and KPIs
Work closely with Technical Support Team on Product Issues
Carrying out development project work to enhance Energy & Applications Team offering

Key Result areas:

Accurate and timely call closure on reported faults
Professional and courteous customer handling.
Effective communicator with internal and external customers
Demonstrable understanding of the impact adjustments on the BEMS has on energy saving and consumption.
Where appropriate up sell the benefits of using the Energy & Applications Teams services.
Own the customer issue from start to finish

Person Specification:

Ability to work a 24/7 shift pattern, with good time keeping.
Excellent customer handling skills both written and verbal.
Experienced in a technical discipline e.g. City and Guilds, ONC or HNC in Mechanical, Electronic, BEMS or Electrical (or at least working towards these certifications)
Knowledge of the principles, associated with BEMS, Plant and Energy Management would be advantageous.
Effective communicator with a flexible approach to team work.
Experience of Field environment advantageous

Key Relationships:

Energy Manager
Bureau Engineering Team
Technical Support Team
Project and Service Teams
Area Sales Managers and Key Account staff
Customer Service Team