This is an apprenticeship position within Smiths Detection’s field service team, primarily responsible for traveling to customer sites, 
which are often high-security environments, to maintain and repair Smiths Detection’s X-ray and trace detection equipment using 
hand and power tools. This position requires the development of customer-interaction and team-working skills. It is anticipated that 
apprentices will develop the ability to work semi-autonomously, and outside of day-time business hours from time to time, during 
their second year of experience.

• Attending weekly TAFE course trainings and completing associated educational tasks and activities
• Travelling to customer sites across metropolitan and regional/remote areas, at times requiring long-distance driving, air travel, and hotel accommodation for several days per trip
• Assisting with troubleshooting, servicing and repairing X-ray and trace detection equipment at customer sites and within Smiths Detection’s service centres
• Assisting with completing preventative maintenance tasks according to service contracts and schedules
• Assisting with responding to equipment faults and other corrective maintenance requirements according to service contracts and key performance indicators
• Assisting with testing components and circuitry of X-ray equipment using a multimeter, computer/laptop and the inbuilt equipment-software
• Assisting with diagnosing the root cause of mechanical, electrical and electronics related equipment faults (involving 24 volts or less)
• Assisting with replacing belts, rollers, motors and other mechanical components within X-ray equipment
• Assisting with replacing and manoeuvring X-ray sources (ie. generators) and other heavy parts using lifting aids
• Assisting with inspecting, vacuuming, cleaning, de-greasing, repairing and replacing internal parts
• Assisting with installing new equipment at customer sites, alongside Smiths Detection’s programs and installations teams and various subcontractors and customer-stakeholders
• Completing field service related documentation and reports
• Completing technical, safety, compliance and other job related trainings, online and in-person
• Maintaining a clean/tidy work station and work environment
• Consuming spare parts from the warehouse/storage area and promptly updating the associated records in the IT 
  software tracking system
• Joining regular internal team meetings and safety briefings
• Assisting with ensuring that tools and testing equipment is maintained and calibrated
• Acting as the designated on-call person according to the relevant regional on-call roster, to provide remote and in-person technical support to customers, during second-year – or sooner if competent to do so – and thereafter
• Other duties as required

As a Field Service Engineer, this individual must be team oriented and flexible, and actively seek to share information and assist their peers. Possesses excellent communication skills, both oral and written. 
Demonstrates strong repair troubleshooting methodology and maintains at least an intermediate technical level of products range knowledge. Ability to read and follow electrical/mechanical schematics to assist in isolating fault to root cause component/assembly. Cross trained on installation of main relevant products in the 
company’s product portfolio. The main role is to be involved in special projects, some of high profile/value/complexity, and/or in direct support of applicable project lead, as assigned. Has a sound knowledge of business PC applications (MS Word, Excel & Power Point) and able to effectively use them to provide clear, concise information summaries as needed. 

Installs (deploys) and performs commissioning for equipment at customer sites across North and South Asia region. Maintains Service Management System and Teams platform to properly initiate, organize and maintain all installation related files until work is completed with the strong focus on scope delivery withing the agreed deadlines. Demonstrates initiative and dedication through positive use of downtime and an overall willingness and eagerness to consistently exceed customer and company requirements. Conducts follow up calls with the customer to ensure satisfaction of work. 

Responsibilities -

• The role will require a significant amount of travel both domestic and international including some countries considered as High-Risk (for example PNG or Thailand)
• Responsible for meeting daily service needs with regards to installation activities and driving customer satisfaction
• Installs equipment in the field; provides customer familiarization training as required
• As required, plays the role of technical lead on the project working closely with the Program Manager and the rest of the installation team as applicable
• Documents all installation work and submits paperwork in a timely manner
• Responsible for reporting product quality issues/concerns identified during the installation activities
• Participates in Service sales opportunities and assists with promoting and implementing revenue programs
• Ensures that relevant tools and test equipment are properly maintained and calibrated
• Assesses product/equipment performance based on field support data; recommends modifications or improvements where applicable
• Seeks to provide technical support to customers and other service professionals as required
• Possesses a solid level of technical knowledge on the main company’s products in the region
• Establishes and maintains a close relationship with senior level Field Service Engineers and Product Specialists in order to support the needs of the customer and remain aware of current technical trends
• Exercises every available measure to control and minimize costs
• Complies with and ensures Service Department compliance with Company health, safety and environmental policies
• Other duties as required

• Provide a high-level of support to our partners restaurants
• Understand the partner lifecycle and how the three verticals work together 
• Work closely with the wider Customer Success team to ensure goals are being met across our partner base in the APAC region
• Become a trusted advisor to our partner restaurants by helping them gain the most out of our platform and reach optimum value
• Maintain an expert level understanding of our product and service to clearly communicate the value
• Have a commercially minded approach to nurturing our partner base
• Proactively engage with partners to mitigate churn risk through early assessment of their use of the Quandoo service and product
• Be the voice of our partners to provide internal feedback on how we can improve