- Category
- Customer Service
Location: Abingdon HQ (regular travel to warehouses required)
Hours: Full-Time, Permanent
Reporting to: Operations Manager
Start Date: Immediate
About the role
This position is responsible for providing onsite service and support to customers. The postholder will act as a mobile field service engineer on assigned open tickets to resolve customer affecting technical issues in a timely fashion, to maintain maximum customer satisfaction. This relates to all technology including workstations, servers, printers, networks, and vendor specific hardware and software.
This role provides break-fix support 7 days a week (excluding Christmas Day) between the hours of 8am and 8pm, with occasional requirements for pre-agreed work to be carried out outside of these hours. This is based on a 4 on 4 off shift pattern. As this role includes working 8 of the bank holidays, the holiday entitlement is 24 shifts a year.
Your key tasks and responsibilities will include:
- To diagnose and fault find a range of EPoS equipment at remote sites as directed by assigned tickets, fixing, and replacing hardware as required.
- Transporting hardware to and from customer locations as directed by assigned tickets.
- Working in collaboration with the KFP Helpdesk and clients to resolve tickets as required.
- Assist in the design and build of tools and equipment.
- Assist with the operation maintenance and repair of equipment.
- Practice and always comply with safety standards.
- Resolve systemic issues providing short, medium, and long-term solutions.
- Assist in the installation, maintenance, and general support of systems.
About You
We are seeking an individual with previous experience in a similar role who is looking for a challenge in a busy and growing business. Proficiency in problem-solving and the ability to work independently with a strong attention to detail are crucial. Additionally, excellent communication skills and a customer focused mindset are essential as our customers are our top priority.
Please note that possessing a full UK Driving Licence and being comfortable with driving long distances, as well as having previous experience with EPoS and other retail IT hardware, are requirements for this role.
About us
We are retail. We specialise in providing in-store retail IT systems, services, solutions, project management & support platforms. With over 25 years of experience, we work with some of the biggest household brand names on the high street in the fashion & hospitality sectors, building close working long standing partnerships built on trust, expertise and a mind set to getting the job done.
Our mission is simple – to provide our clients with truly integrated IT solutions that make a real difference to their business, building long standing relationships so that we can fundamentally understand the needs of our clients. We are not a huge corporate company who may treat clients as an account number. We are neither a small one-man-band offering cheap services. What KFP offers is a perfect blend of experience, structure, and a practical approach to enable us to deliver the service that all our clients have come to expect – a professional service that gets the job done.
Why KFP?
As well as a competitive salary per annum, we provide the following benefits:
- Holiday 24 shifts per annum.
- Private healthcare (including access to the Bupa Blue app) for you and your dependents after a qualifying period.
- Company sick pay
- Life assurance
- Recruitment referral scheme (£500 for each successful referral you make).
- Reward and Recognition scheme.
- Excellent professional development opportunities.
- Regular team and company social events
These benefits are in addition to statutory benefits such as eye test vouchers and a workplace pension.
