As part of Apogee’s Managed Print Service, this role is to support and maintain devices within a specified client account based at site.  Utilising both remote monitoring software and incident management applications the Onsite Engineer will provide both first level and full Engineer break/fix service support (hardware and software).

Acting as Apogee’s front-line representative, the Onsite Engineer will work with the wider Apogee Account and Support teams to deliver benchmark levels of customer satisfaction through delivery of all contractual service levels.

Key Duties include:

• Respond to customer service requests for the repair of business equipment
• Proactively monitor all devices using Apogee or client applications for faults and consumable requirements
• Undertake fault diagnosis and establish effective repairs through adjustment, cleaning or replacement of spare parts
• Develop and implement ongoing preventative maintenance schedules
• Report all activity using both Apogee and client incident management systems
• Liaise effectively with customer contacts and Apogee Account Management team to maximise customer satisfaction and business results
• Work with colleagues to help overcome new or unusual faults.
• Carry out the hardware and network/scanning installation of equipment provided by the company and ensure the machine performs to the customers satisfaction
• Proactively provide guidance and training to clients so they can maximise the productivity of the equipment and avoid operator faults.
• Effectively manage onsite stock of spare parts and consumables