Field Service Technician (PE/CPT)

SUMMARY:
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POSITION INFO:

ENVIRONMENT:

PLAY a pivotal role as a Field Service Technician ensuring the operational integrity, efficiency, and customer satisfaction of Point of Sale (POS) and related systems across the petrol station network a dynamic provider of innovative Software & Systems. This multifaceted position focuses on maintaining, configuring, and upgrading hardware and software systems to optimize performance and reliability. This role demands a blend of technical acuity, logistical management, client engagement and team leadership to achieve operational excellence and drive continuous improvement in service delivery. Beyond these core responsibilities, you will also be tasked with managing boot stock, assigned tools, and the designated vehicle. Applicants must possess a suitable IT Degree/Diploma with CompTIA A+ and N+, 2-3 years relevant work experience including experience with installations & maintenance of POS systems.

DUTIES:

Hardware systems maintenance and configuration (15%) –

·        Sustain and repair systems interface between forecourt, pumps, and tag readers.

·        Regularly perform configuration, and maintenance of Windows operating systems at regional sites.

·        Deploy and set up POS (Point of Sale) hardware and software systems at petrol stations.

·        Update and maintain profiles for staff and attendants on POS systems.

·        Replace various supported terminals when needed and configure transaction setups accordingly.

·        Oversee and maintain the integration of POS systems with existing fuel dispensing and payment processing systems.

·        Conduct scheduled maintenance checks on POS systems to ensure top performance.

·        Maintain previously installed and set up printers and scanners onsite.

·        Manage and arrange back-office cabling for optimal functionality.

·        Ensure compliance with site-specific requirements for all installations and configurations.

·        Uphold SLAs (Service Level Agreements), ensuring adherence to contractual timelines.

·        Accurately complete worksheets, checklists, and project documentation.

Technical support and incident resolution (25%) –

·        Provide Technical support and guidance to the Field Services teams.

·        Participate and lead in the resolution of high-level escalations including collaboration with the various internal technical teams.

·        Offer on-site technical support to petrol stations utilizing our POS systems.

·        Efficiently troubleshoot and resolve hardware and software issues to minimize downtime.

·        Enforce personal compliance with incident management processes.

·        Conduct thorough investigations on escalations including completion of incident reports. 

·        Complete JRs (Joint Responses) and attend site meetings, ensuring effective engagement with third parties. 

·        Complete reports for JRs for submission to FS Coordinator.

·        Provide remote support for technical teams across all supported regions as needed.

Administration, vehicle and tool management (15%) –

·        Perform daily and weekly vehicle inspections adhering to the provided checklist.

·        Ensure availability for vehicle swaps aligning with maintenance requirements.

·        Access ServiceNow application to obtain call details including, site name, call description and severity.

·        Use ServiceNow tools for call updates and closure. 

·        Ensure timely completion of job cards following SOP.

·        Completely daily and weekly reporting for travel logs for submission to fleet via the telematics systems, ensuring adherence to internal SOP.

·        Compile monthly report for credit card usage for vetting by Team Leader.

·        Collate daily and weekly overtime for submission to team leader.

·        Adherence to prescribed protocols for training register completion.

·        Complete jobs cards and associated paperwork (admin) accurately ensuring adherence to SOP.

·        Ensure effective stock rotation, maintain adequate amount stock levels for potential service calls.

·        Conduct regular stock testing to confirm stock is in good working condition. 

·        Collaborate effectively with Asset Management (AM) to maintain minimum boot stock.

·        Communicate effectively with AM and FS Coordinators regarding stock pickups, ensuring full visibility for all parties involved.

Client communication and peer mentorship (10%) –

·        Engage effectively with petrol station owners and managers to grasp their needs and address concerns.

·        Regularly update stakeholders on support ticket statuses and ongoing projects.

·        Offer subject expertise in systems engineering, problem-solving, and troubleshooting.

·        Remain updated on supported product range and industry benchmarks.

·        Coach and educate junior team members on technical procedures and skills.

·        Act as the go-to person for intricate technical problems, collaborating closely with the Helpdesk team for swift resolutions.

·        Cultivate a customer-focused mindset within the team, highlighting the significance of ensuring customer contentment.

·        Collaborate with cross-functional teams, including customer support, sales, and development, to address client needs.

Preparation and execution at site level (10%) –

·        Participate in initiating new site projects and contribute to their successful completion.

·        Perform site configurations from the ground up, adhering to internal checklist requirements.

Training (15%) –

·        Assist in the onboarding of new Field Service Technicians by conducting job shadowing with new starters.

·        Setup and lead training for Technical teams.

·        Conduct training sessions for diverse site staff, including cashiers and supervisors, focusing on POS operation for tasks like stocktaking and shift closure.

·        Aid site staff in understanding and using newly introduced systems through user instructions or documentation provided.

Policies and procedures (10%) –

·        Understanding and implementation of company policies and procedures.

REQUIREMENTS:

·        CompTIA A+ and N+, relevant IT Degree/Diploma.

·        2-3 Years (at least 2 years similar industry knowledge)

·        Networking experience is preferred.

·        Must have experience with installations & maintenance of POS systems.

·        Report writing.

·        Remote diagnostics.

·        Remote support.

·        Valid SA ID.

·        Valid SA driver's License.

·        Valid SA Passport.

ATTRIBUTES:

·        Attention to detail.

·        Mentoring and coaching.

·        Prioritising.

·        Initiatives and Self-motivation.

·        Interpersonal relationships.

·        Professionalism.

·        Good written and verbal Communication skills.

·        Good time-management.

·        Technical skills.