Service Technician

The Service Technician is responsible and accountable for ensuring the on-time delivery of all planned and reactive service
visits for Evac+Chair International products. The Service Technician will carry out installation, repair, and preventive
maintenance work, in line with company guidelines and to the highest quality standards.

The Service Technician will be passionate about customers and delivering a high-class customer experience. They will have
integrity and respect for customers, their premises, health and safety policies and site regulations, and adhere to them
without question. They will develop collaborative working relationships with their team colleagues and the planning team,
based at HQ and will respond to any requests in a timely and professional manner.

With strong communications skills the Service Technician will be able to communicate to a high standard with customers
and ensure the customer is always put first. They will have experience in technical product servicing and have the skills to
proactively problem solve any issues, should any be encountered whilst out in the field. The Service Technician will also be
able to identify any sales opportunities (replacement chairs) and ensure this is documented in the service report.

The Service Technician will also have the skills to complete the digital service report and ensure these are submitted daily,
including images and any notes which are written to a high standard, as these are sent to customers for their records.

Strategic Alignment


Our Strategic Goals How you will directly contribute

Employer of choice The Service Technician will develop strong relationships with their colleagues and be
an advocate for Evac+Chair International.
The Service Technician will help deliver the business growth goal through the
Business Growth identification of referral opportunities and provide the correct details (via the iAuditor
report), to enable the Internal Sales Team to quote and follow up.
The Service Technician will deliver effective operations through having a focus on
Effective Operations continuous improvement and ensuring the on-time delivery and high standard of
execution of ECI maintenance visits. They will be a problem solver and be able to
work autonomously to deliver in-field solutions to problems they encounter.
The Service Technician will deliver extraordinary services through the identification of
Extraordinary Services new services that ECI could offer to strengthen our portfolio. They will contribute to
the creation of these new services and assist in the promotion of these services to
customers.




Key Roles and Responsibilities

• Planned and reactive on-site servicing using company checklists in line with company procedures.


• Installation of ECI products on customer sites.


• Planning and booking of servicing work utilising our service planning system to meet customer expectation and

servicing dates.

• Utilising customer servicing and facilities management systems to ensure compliance of servicing documentation.


• Development of collaborative working relationships with the service engineer team, planning, sales, training, and

customer experience teams.

• Generating leads from service visits for the sales team to follow up.


• Accurately completing and submitting all service electronic paperwork after each site visit, via tablet.


• Attend monthly service meetings via teams and quarterly meetings at Midlands Head Office.


• Monthly sock take report provided to Operations.


Working Relationships
Clarifies collaboration expectations with people internal and external to the business.
Internal: National Field Service Manager, Field Service Team, Internal Training & Maintenance (Planning team),
Head of Training & Maintenance, Marketing & Customer Experience Director, Customer Experience Team, Training
Team, Sales Team.

External: Partners/Customers.

Measurement and Deliverables
Sets clear performance expectations and enables objective performance evaluation.

• Delivery of a high-class customer experience, measured through customer feedback.


• Submission of high-quality service reports (via iAuditor), same day.


• Ontime completion and submission of administrative tasks including monthly submission of expenses, mileage, and

stock take information.

Core Values Integration
Explain how the role directly contributes to the Core Values and contributes to a positive culture.

Our Core Values How you will directly contribute
Innovate The Service Technician will develop innovative solutions to problems or challenges they
encounter when delivering maintenance. They will offer innovative solutions to business
process and be an advocate for ECI.
Collaborate The Service Technician will collaborate with their team to develop new ways of working,
suggest improvements and transfer knowledge that will benefit not only the Field Service
Team, but also the wider business (especially new starters). They will deliver always
deliver an industry leading customer experience.
Adapt The Service Technician will have the skills and experience to be able to adapt to what is
required by our customers. They will be tenacious and always strive to deliver over and
above to meet the needs of our customers and the business.
Deliver The Service Technician will deliver an industry leading customer experience and ensure
our partners are put at the heart of what they do, ensuring their requirements are
delivered on time, and in full.

Specify the required qualifications, skills and experience necessary to perform the job effectively. Consider including any
certifications or credentials relevant to the role.
Key: E = Essential D = Desirable

Technical Requirements -Specifies necessary skills and expertise for performing the role.
E: Customer Service knowledge and experience. Experience of working in a similar role - conducting on-site maintenance.
D: Conducting maintenance on Medical Devices.

Systems Requirements - Outlines specific tools or software knowledge required for the job.
E: Proficient use of tablets and Microsoft Outlook.
D: iAuditor.

Knowledge - Essential knowledge areas needed to fulfil the role.
E: Experience of working in a similar role.
D: Knowledge of the Health & Safety and Fire Safety sectors.

Qualifications - Specifying qualifications ensures candidates possess necessary skills, facilitating efficient screening and
recruitment processes. Also, identifies development areas for existing staff members.
E: A high standard of written English is essential.
D:

Experience - Describing required experience ensures candidates have relevant expertise, enhancing job performance and
minimising training needs upon joining the business.
E: Experience of working in a similar role, carrying out planned and reactive services on customers sites.
D