Service Engineer

We heard you knock!
Job Title - Service Engineer
Reporting to - Service Engineer Team Manager
Department - Commercial
Location - North/North East of London, Kent, Chelmsford, St Albans covering these areas and more. Visiting various clients in these and surrounding areas, working remotely.

Purpose of the Role
To deliver exceptional onsite customer support across all brands and product categories (Premdor, National Hickman, DSI, Solidor). Services to include quality complaint investigations, remedial work, product recertification, and training on site best practice, product installation, tips and tricks of the trade, product awareness, internal staff support.

Main responsibilities

• Conduct site investigations into product or quality issues, document and report on findings, and advise on best solutions. Complete site remedial work where required.
• Check and carry out fire recertification labelling.
• Provide advice to customers on site best practice (storage, care, fitting, and maintenance) of the Masonite product portfolio, how to follow our installation guides, tips and tricks of the trade to achieve best results, features and benefits of products, and internal staff product and installation training needs.
• Complete site reports and other relevant paperwork promptly.
• Review and advise on the scheduling of Service Engineer appointments in conjunction with Customer Service to optimise geographical coverage.
• Ensure all company materials are well looked after and maintained, including lease vehicles and tools, and relevant reporting as required by company policy.
• Ensure availability of all the appropriate tools and materials to undertake your responsibilities. Make recommendations for the procurement of new and replacement items to aid service provision.
• Build and maintain collaborative relationships with installers on site to minimise conflict over poor installation or product quality.
• Ability to work flexible and extended hours with extensive travel within the UK.

Qualifications & experience

• NVQ in fenestration, installation, and surveying
• Sound knowledge of all Masonite products (interior doors, doorsets, door linings, second fix products, firedoors, exterior doors, side panels, arches, hardware and accessories) and best practice installation techniques
• Proficiency in delivering training modules, both classroom and onsite
• Good working knowledge of the housebuilding and repair/maintenance sectors of the construction industry, particularly onsite practices, and challenges
• Good communication skills from building site to senior managers
• 5+ years of installation experience and hands on, practical approach to problem solving.
• Use of Microsoft Office and D365 CE

Skills & attributes

• Target Zero - ensure safety comes first in your workspace; ensure bad habits are addressed promptly.
• Integrity Under Pressure - consider how others perceive your actions and behaviours when under pressure; practice what we preach and display great leadership qualities/attributes.
• People are Key - engage, motivate and listen to your people and know what personally motivates them; share good news and celebrate success.
• Hold the Door Open - forge relationships and build strong networks to access knowledge and skills; be aware of your words, tone and body language; be transparent and build trust with your team
• Flexibility in Every Fibre - anticipate potential setbacks and develop contingencies to minimise these; encourage resilience and a positive appetite for change within your team.
• Results Hinge on Accountability - support team members to deliver their best; establish and clearly communicate priorities.
• Crossing the Threshold - Collaborate with colleagues to improve our products and customer experience; consider what 'good’ looks like and how it can become 'great’; be responsive to changing customer demands or requirements.

We Help People Walk Through Walls
Equal Opportunity Declaration
We are an Equal Opportunity Employer. We do not discriminate in employment and no question on this application is used for the purpose of limiting or excusing any applicant's consideration for employment on a basis prohibited by law.

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