FUNCTION: ServiceREPORTING: Regional Field Service Manager (North)LOCATION: NewcastleIntroducing GloryGlobal Leaders in Customer Experience AutomationWith a culture rooted in innovation, Glory's people are transforming our customer's businesses every day.
Our automation solutions empower retailers, restaurants and financial institutions to save time, money, and deliver unrivalled customer experiences.
Publicly listed and proudly international, Glory has been a trusted name for over 100 years, and a global leader for more than a decade.
This reputation is built on our pioneering software and hardware combined with our dynamic people.
Alongside our technology, it's our people who drive our success.ROLE PURPOSEThe Field Support Engineer is field based and responsible for providing technical customer support in resolving customer technical issues including troubleshooting and repairs, installations and training as required.MAIN RESPONSIBILITIESTechnical Support:Maintain a thorough working knowledge of Glory products and systems.Maintain a thorough understanding of Entitlements and Out of Scope pertaining to service contracts and coverage levels.Maintain a thorough understanding of the practises and techniques to prevent Electro Static Discharge damage to components when working on them.Perform remedial repair activities on customer sitesPerform Preventative Maintenance as requiredInstallation of approved software updatesRecognise situations requiring a service call or fault to be escalated and follow proper Escalation ProceduresProvide the support required to close service call promptly,



within the SLA and to the satisfaction of the customerEffective 'debrief' and reporting of service calls as requested by your managerComplete administrative paperwork timely and accuratelyPerform assignments as required by Helpdesk or your managerHealth & Safety:Adherence to Health & Safety policies and procedures at all timesEnsure the prompt and accurate reporting of all workplace incidents and injuriesEnsure all hazards are managed according to the hazard management processREQUIRED QUALIFICATIONSRecognised technical qualificationMinimum 5 years' experience in a technical support role handling complex technical issuesREQUIRED SKILLS AND COMPETENCIESExcellent communication (written and verbal) and interpersonal skillsAbility to work independently and set priorities to meet customer and organisational expectationsProven problem solving and analytical skillsExcellent organisational skillsAbility to handle high-pressure situationsSelf-motivated with the ability to meet deadlinesFlexibility in work hours, including availability after hours and for weekend support to meet customer service requirementsGlory ValuesThe Glory Values represent our commitment to collaboration, diversity and innovation.
They serve as a practical blueprint of how we work together both with colleagues and customers.
By living these values, we can tackle new challenges, exceed expectations, enhance our skills,



and foster trust and respect in our work relationships.Integrity.
We do the right thing, always.Innovation.
We embrace new challenges and shape the future.Speed.
We move fast, that's how we stay ahead.Diversity & Respect.
We value the strength in our differences.Teamwork.
We succeed together.Glory believes in equal chance for all qualified persons and will not discriminate against any applicant for employment because of race, colour, religion, marital status, national origin, gender, age, disability, veteran status, or any other status protected by law.Third Party AgenciesUnsolicited resumes will not be accepted by Glory.
Should an agency choose to send unsolicited resumes, Glory reserves the right to review such resumes but will not be held liable for any fees/charges associated with a candidate hire except where a formal written agreement is in place between Glory and the Agency to source candidates for a specific role.Why Join UsHere at Glory, our ambitions are as big as yours.
And that's why we are actively looking to recruit the best of the best.
Join Glory and you will be part of the force driving our transformative technology and leading-edge innovations.
That's because every Glory solution is powered by exceptional people like you.
People with experience, skills and dedication.
Here, we prioritise the development and well-being of our people.
Across vibrant and collaborative workplaces, you'll team up with colleagues across the world to deliver remarkable solutions in more than one-hundred countries.
Looking to make a global impact?
Join Glory in innovating the future of business transformation.
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📌 Field Service Engineer, Newcastle (New South Wales)
🏢 Glory Global
📍 New South Wales