Engineering and Contract Work
Lantec's extensive engineering workforce is separated into two specialist divisions; Terminal Installation (TI) and Technical Services (TS).
Terminal Installation (TI) Team
Our TI division provides installation and repair services of Chip & PIN card terminals throughout the UK and Ireland. Our Field Service Engineers work within an assigned geographical area, and on a day-to-day basis visit a number of retail outlets to repair and install Chip & PIN terminals, with an emphasis on delivering exceptional customer service to the end user.
Engineers receive their allocated jobs daily via their Personal Digital Assistant (PDA), and have regular contact with Lantec's ERCC, allowing them to action calls whilst in the field and ensure jobs are closed down in real-time, via the link with our online management systems.
A day in the life of a Lantec TI Field Service Engineer
- You will receive your jobs for the morning's activities directly to your PDA the evening before. Additional jobs will be allocated to you throughout the course of the day.
- 8:00am – Subject to the Service Level Agreement (SLA) of your first call, collection of stock will be determined as either a morning or afternoon activity from a local secure collection point. All stock management is carried out via your PDA, with feedback provided to our Stock Management team.
- 9:00am – Depending on distance and site opening times there is an expectation for you to have reached your first site of the day before 9:00am to proceed with the required installation/repair. Full satellite navigation is provided to enable you to reach site within the required time scales.
- Details of each job are provided to you directly via your PDA, with full support available from both Lantec's ERCC, and the helpdesks of our clients.
- To ensure end-users are comfortable using the device, part of an Engineer's responsibility includes training the merchant and answering any queries they have.
- On average a call can last from 15 minutes to 1 hour, depending on the complexity of the activity.
- As part of our customer service proposition, upon completion of an installation, you are required to obtain customer sign-off and conduct a service survey.
- 8:00am – 5:30pm – On average, Engineers attend between five and seven sites per day, depending on their geographical spread (multiple terminal sites will reduce the number of visits per day). Overtime may also be available dependant on the daily volume of calls.
Benefits: Full training provided, Company Vehicle, PDA and Overtime available.
Technical Services (TS) team
Lantec's TS division provides Business As Usual (BAU), Breakfix, Installations, Moves and Changes (IMAC) and Project Rollout services throughout the UK and Ireland.
TS Engineers hold the relevant IT Qualifications, have a wealth of experience in the IT arena and are trained on a number of key contracts and projects, which are completed with the support and guidance of our ERCC.
Our BAU Engineers work on projects for many of the leading high street banks, whilst our Retail Engineers work on projects for major supermarket and retail chains throughout the UK and Ireland. To meet project specific requirements Lantec Engineers can be operational on a 24/7 basis.
A day in the life of a Lantec TS Field Service Engineer
- You will receive your job sheets for the day's activities the evening before via our online management system. Additional jobs may be allocated to you throughout the course of the day via our ERCC.
- 6:00am – 10:00pm – Subject to the requirements of the project/contract you are working on, Engineers are required to work eight hours between 6:00am – 10:00pm. In addition, project specific requirements may require additional work outside of these times.
- On average a call can last from 15 minutes to a full eight hours depending on the required activity.
- The volume of calls attended on a daily basis depends on their geographical spread and the task specified.
- Calls can vary and range from installation of new hardware and software, upgrades of existing hardware, through to providing training and support to the end-user.
- Engineers are required to attend each site for the specified time ensuring they are in constant contact with our ERCC keeping them informed of their Estimated Time of Arrival (ETA).
- Engineers are required to collect and return kit on an ad hoc basis from a field stock location. Full Asset details are to be recorded by the Engineer for every collection, installation, de-installation and return.
Benefits: Full training provided, Company Vehicle and Overtime available.
Lantec Field Service Engineers play a key role in the customer service experience of our clients. Full training is provided both internally and by our clients to ensure our Engineers have the most up to date knowledge to carry out their tasks. Becoming a Lantec Field Service Engineer can provide you with the opportunity for variation and flexibility in your working life.