Trainee Field Service Technician

Location: Greater London

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* Job Summary:

** Trapeze ITS UK, a leading provider of intelligent transport systems, is looking for an enthusiastic and energetic Trainee Field Service Engineer to join our dedicated day shift team. This role is integral to maintaining and enhancing our field-based systems, ensuring that we deliver exceptional service to our customers. As a trainee position, this role is designed to support learning and professional growth, with a strong emphasis on proactive problem-solving and outstanding customer service.

Our core values:
Growth, Outcomes, Lean and Data are woven into every aspect of this role.

Location:

Loughton, Essex (with expectation of working in London on day shift, with potential travel around the UK and abroad).
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* Job Description:

** Trapeze ITS is part of Modaxo, a global organization bringing together businesses that collectively focus on advancing new technologies and innovations for people transportation. With more than 40 companies representing over 30 brands, Modaxo comprises over 3,300 people, operating from almost 40 countries around the world.

As an employer we are committed to cultivating a friendly and exciting working environment, with huge emphasis on employee engagement. We can offer the sense of social community often associated with a small, local business; combined with the expected advantages of working for a far larger employer: great benefits; dedication to identifying talent; and huge investment in staff development.“Modaxo’s expertise, global bench strength, and singular focus on People Transportation make it a great home for technology companies that share our vision to efficiently move the world’s people” – Bill Delaney, CEO, Modaxo.
** Key Responsibilities
*** System Maintenance:
Install, configure, and maintain hardware and Trapeze systems in vehicles and on-site locations. Regularly perform routine checks and updates to ensure all systems operate optimally, reflecting our commitment to Service Excellence.
* Incident Management:
Receive and process incoming support calls through to resolution. Strive for first-time fixes, utilising innovative thinking to solve problems and improve service delivery.
* Customer Support:
Provide high levels of first-line support in alignment with the agreed preventative maintenance plan. This involves troubleshooting and resolving issues efficiently to minimise downtime, ensuring a customer-centric approach.

* Collaboration:

Work closely with internal teams to support various cross-functional initiatives. Engage in cross-training activities to enhance flexibility within the team and ensure coverage during peak times or staff shortages.
* Documentation:
Maintain comprehensive and up-to-date documentation and reports. This includes logging all support calls, maintenance activities, and any updates to systems, ensuring transparency and continuous improvement.
* Project Participation:
Assist in managing small-scale projects, identifying additional sales opportunities, and contributing to the development and implementation of new solutions. This aspect of the role requires innovative thinking and a proactive approach to identifying and addressing potential improvements.
** Accountabilities
* ** System Uptime:
Ensure that system uptime remains above 98%, scheduling any necessary downtime outside of working hours to minimise disruption.
* Documentation Accuracy:
Keep all documentation and records current and accurate, supporting internal audits and reviews conducted by the QHSE Manager.
* Customer Satisfaction:
Achieve high levels of customer satisfaction by meeting or exceeding SLA standards and aiming for 99% positive feedback in customer satisfaction surveys.
* Performance Metrics:
Meet or exceed performance targets set during reviews, focusing on first-time fix rates, system reliability, and customer feedback.
** Key Skills
*** Technical Proficiency:
Basic understanding of electrical or electronic systems, with the ability to learn and adapt quickly to new technologies and methods.
* Problem-Solving:
Demonstrated ability to diagnose and resolve technical issues efficiently, employing logical thinking and innovative problem-solving techniques.
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