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Service Engineer

Location: Bristol

Job reference: SV17-04

Work within a team of Regional Field Service Engineers dealing with the successful resolution of technical service queries from customers, dealers. Attending site visits for specific Daikin products – both Airconditioning and Heating.

Work as technical advisor for all product types to troubleshoot and resolve technical issues for customers, dealers and end users by telephone.

Conduct all service activities (with support from more senior engineers) and diagnose faults, repair and setup Daikin products on site so they perform to the requirements and meet the design brief of the customers and end users.

KPIs

  • First time fix
  • Call hit rate (estimated 35-50 calls/day)
  • Quality of response (measured by ticket)
  • Available ‘Auxed in’ time 75%
  • Report submission (within 24hrs and quality of information)

Job content

Areas and details of responsibility:

  • Support DAUK customers, providing technical advice on all products (DX,HEATING AND APPLIED) to assist in the identification and resolution of technical issues by telephone support, email or direct site contact. 
  • Be available to respond to aftersales technical service queries from internal and external customers.
  • Attend customer sites (commercial and domestic) to commission Daikin systems in line with the design brief, interacting with the client (dealer, consultant, end user) to advise of system setup and operation.
  • Attend sites (commercial and domestic) to diagnose basic technical issues, interacting with the client (dealer, consultant, end user) to explain the conclusion and solution. Produce  detailed written reports for submission to the customer and to the regional service managers.
  • Attend sites (commercial and domestic) for component replacement & ensure all health and safety, risk assessments and legislation are adhered to at all times – ensuring that the systems are fully operational  and safe after such visit.
  • Ensure that all information passed to the customer does not pose any health and safety risks and complies with current legislation.
  • Ensure all company issued tools and equipment are maintained in good working order. Maintain a log of all tools and equipment.
  • Responsible for ensuring residential premises are protected during work and left clean and tidy; protecting any areas that could be subject to damage.
  • When on a planned maintenance or commissioning site, ensure correct forms are completed accurately and appropriate measurement tools are used.  
  • Follow all internal company policies and procedures  to ensure DAUK achieves quality performance targets.
  • Identify potential product or installation problems and share with colleagues and escalate to quality/service management. 
  • Using knowledge of product application to advise the customers of instances where installations do not meet Daikin guidelines – escalate to service management where appropriate.
  • Maintain thorough technical and application knowledge of all Daikin’s products and the technical support procedures in order to be able to provide accurate diagnosis and offer solutions to our customers. 
  • Provide cover for DNSS engineer in times of absence, ensure written communication,  fault diagnosis and follow up to contracted customers.
  • Ensure that all telephone calls are accurately logged in the ‘ticketing’ system 
  • Monitor and record customer feedback; escalate more complex customer issues to a member of the FQS management team. 
  • From customer call give advice on which spare parts are required to resolve technical issues, using own judgement to provide best cost options. 
  • On the job training and support to apprentice engineers to handle technical issues on the helpdesk and on site
  • Ensure timely delivery of site services, and where delays occur communicate directly with customers and FQS management
  • Promote the Daikin Corporate Philosophy, and ensure Core Values are adhered to in all company matters.

Knowledge, Skills and Experience

  • The necessary minimum legal / vocational qualifications / H&S qualifications in order to safely carry out the function of the job, for example:
    • Minimum NVQ Level 2 in Airconditioning and Refrigeration 
    • Minimum NVQ Level 2 in Heating & Ventilating
  • A good secondary eduction in core subjects: Maths and English.
  • Experience of working on a helpdesk or provision of regular telephone support is necessary.
  • Ability to work on own initiative and as part of a team.
  • Ability to prioritise own workload.
  • Flexible and confident individual who will be able to work in a rapidly changing environment.
  • Experience in the HVAC industry (fault finding and breakdown works) or evolution from Daikin UK apprenticeship/helpdesk role
  • Experience of working on a selection or all of following Daikin specific product ranges:
    • DX (VRV, Skyair, Split & Multi Split systems)
    • HEATING (Altherma, Solar Thermal, Hybrid Systems and combustion boilers)
    • APPLIED (Daikin air and water cooled chillers, and refrigeration systems CVP/ZEAS)
    • CONTROLS (Daikin control systems ITC, ITM, BACNET, LON and Modbus controllers)
  • Demonstrate a sound understanding of the refrigeration cycle and refrigerants
  • Demonstrate a sound understanding basic electrical/electronic principles
  • Must be able to read and understand technical drawings (wiring schematics)
  • Must be FGAS certified
  • Must be G3 Unvented hot water certified
  • Must have SkillsCard
  • GAS SAFE certified (for domestic combustion boiler products)
  • Confident problem solver who has a methodical and analytical approach with attention to detail
  • Must hold UK driving licence
  • Customer focussed with a positive “can do” attitude
  • Ability to deal with pressurised situations (pressure to provide answers in front of clients)
  • A good communicator who is confident discussing and conveying technical matters, sometimes to non technical people (Verbal, face to face & written)
  • Computer literate – Daikin specific software (service checker / D checker), Microsoft office