POSITION SUMMARY:

• Provide a regional Field or Site machine service function to John Bull Business Centre Customer’s approved Office Machine(s).  
• Provide professional level machine services in line with Service Level Agreements (SLA’s).
• Demonstrate strong customer-facing skills and have broad product knowledge.
• Demonstrate a flexible approach to location and working hours incorporating all necessary shift patterns such as early, day, late and night shifts if needed.
• Complete all tasks ensuring the highest level of quality is delivered and all tasks are completed cost effectively.

• Comply with all procedures documented within the service Technician’s procedure manual.
• The Technician’s highest priority is to ensure machine performance is in line with or better than the customers contractual service agreement’s.
• Maintain customer satisfaction at the highest level by carrying out corrective and preventative maintenance in accordance with the machine’s standard procedure.
• Discuss any improvement and innovation opportunities with the service management team and customer to add value at every opportunity.
• Provides an efficient and effective response to all requirements for service.

• To be responsible for providing a speedy first-time fix to all breakdowns through methodical diagnosis, corrective action and thorough testing.
• To carry out planned and preventative maintenance in line with OEM requirements.
• To escalate any prolonged down time as per agreed escalation procedures.
• To maintain stock inventory control by keeping the parts usage, parts request, parts transfer, part refurbishments and stock control paperwork update.
• Ensuring at all times where a designated service area exists on a customer site that the work area / environment is kept tidy and safe at all times.
• Notify the service manager immediately of any Health and Safety issues.
• Attend and represent John Bull Business Centre at meetings with the customer, taking ownership of actions as required and distributing minutes to service management team.

• To make recommendations to service management team for improving service, reliability and performance of systems.
• To remain focused on the objective of returning a faulty/impaired machine to full operation when faced with any difficult high-pressure situation in a customer environment.
• To liaise and work closely with the service management team, colleagues and other business associates.
• Communicate clearly during any shift or call handover process ensuring all the relevant background information is transferred to the colleague and documented where possible.
• Perform operator machine training when contractually obliged or assigned by the service management team.
• Ensure all operational procedures are followed to JBBC standards and compliant with all health & safety and quality standards.
• Maintain all JBBC tools, including vehicles and equipment in a good working order ensuring all legal and health & safety requirements are adhered too.
• To act and behave in a way compliant with John Bull company guidelines and policies, especially those relating to values and behaviors, environmental health and safety, ethics and codes of conduct.
• Travel to provide services and service coverage to customer sites where contractually obliged or in line with agreed role.

• Educated to Mechanical/Electrical Degree/Diploma standard or extensive experience in document handling office mechanical equipment.
• Process focused with a disciplined approach to following set processes.

• Experience of working in a customer-facing environment.
• PC literate (Fully proficient with Windows XP, basic networking, MS office, particularly Word, Excel PowerPoint, Outlook and comfortable with PC hardware).
• Excellent written and oral communication skills.

• Is available and approachable for the customer and other team members and takes time to understand requirements and respond within expected timeframes.

• Well-developed time management, planning and organizational skills with a keen attention to detail.
• Ability to work independently, flexibly and with a high degree of initiative.
• Shares knowledge, ideas and views with others.
• Ability to initiate established escalation procedures when appropriate.

CORPORATE VALUES:

EXCELLENT CUSTOMER SERVICE AND SATISFACTION

Along with our finest brands in the world, service and price we must go above and beyond to exceed our customer’s expectations

INTEGRITY/HONESTY

We are committed to absolute trustworthiness and incorruptibility – a firm adherence to both applicable laws and relevant moral standards

RESPECT FOR ALL PEOPLE

To be our best we must work in an environment of mutual respect. Everyone has value, regardless of gender, ethnic or educational background

COMMITMENT TO EXCELLENCE

At John Bull we have a long history of doing most things in a first-class manner and are committed to achieve that level of performance in all aspects of our business.

TAKING CARE OF OUR PEOPLE

Our people are our business. The key then to being successful is creating an environment where all associates feel they are respected, valued and have equal access to growth and development opportunities.

DOING THE RIGHT THING

We exercise good judgment by “doing the right thing” instead of just “doing things right”. We strive to understand the impact of our decisions, and accept responsibility for our actions.