Job Purpose:
As a highly developed Field Service Engineer, this individual has had broad experience and training in the support of one or more products in non-intrusive detection field. This individual must be team oriented and flexible, and actively seek to share information and assist their peers. Possesses advanced electromechanical product training, including technical and operator training and is could conduct an operator level training to end users. Possesses solid communication skills, both oral and written. Demonstrates strong electronic repair troubleshooting methodology and maintains at least an intermediate technical level of product knowledge.
Must be able to be cross trained on all products in the company鈥檚 product portfolio and service them at customer sites across Central Belt, Scotland. Must have willingness to work on special projects, some of high visibility. Looks for common-mode problem occurrences and seeks to resolve, both independently and with the aid of others. Has a working knowledge of PC applications (MS Word, Excel & Power Point) to provide clear, concise information summaries as needed.
Troubleshoots, services, installs (deploys) and repairs equipment at customer sites. Maintains field service log and filing system to properly initiate, organize and maintain all field service and job files until work is completed. Must be able to travel extensively and when not on travel, the individual will provide technical assistance to the field service community. Conducts follow up calls with the customer to check system status.
Duties:
- Responsible for meeting daily service repair needs and driving customer satisfaction
- Installs, repairs and maintains equipment in the field; provides customer training as required.
- Documents all inspections, maintenance, repair work and submits paperwork in a timely basis
- Order, install, and return parts and manages repair parts cycle time
- Reviews all logs for open issues and prepares formal reports to customers as necessary.
- Participates in Service sales opportunities and assists with promoting and implementing revenue programs.
- Ensures that tools and test equipment are properly maintained and calibrated
- Assesses product/equipment performance based on field support data; recommends modifications or improvements.
- Seeks to provide technical support to customers and other service professionals as required.
- May participate in site surveys, pilot program service activities, attend meetings, champion special projects and prepare exclusive reports.
- Possesses a solid level of technical knowledge on the company鈥檚 products.
- Maintains clear and concise business communication proficiency, both oral and written
- Establishes and maintains a close relationship with senior level FSE鈥檚 and Product Specialist in order to support the needs o f the customer and remain aware of current technical trends.
- Exercises every available measure to control and minimize costs.
- Travel, overtime and work hours outside of Monday - Friday may be required.
- Comply with and ensure department compliance with Company health, safety and environmental policies.
- Other duties as required.
Planning and Decision Making:
- Ensure that preventative maintenance schedules are adhered to and carried out on time
- Provide on-site resolution of technical issues.
Impact and Scope:
- Provide Service support for a product or range of products.
- Provide effective resolution of customer technical issues, ensuring customer satisfaction.
- Provide on-site service assistance to ensure successful delivery of installations, projects, and programmes.