The Field Service Engineer (FSE) is responsible for delivering high quality service to ensure enhanced machine performance and an excellent customer experience. Our Field Service Engineers are proactive, think critically, take initiative and are responsible for ensuring our solutions are delivered, installed, and maintained on an on-going basis.
Field Service Engineers have an aptitude for machine operations, mechanical, electrical, computation and operational, and electrical assembly and installation. He/she is responsible for meeting customer supply demands to ensure all aspects of end-to-end system quality are met, from installation to preventative maintenance - ensuring our customers receive optimal results from machinery.
The Field Service Engineer works collaboratively with peers and customers, ensuring and promoting health and safety for all while maintaining our global brand of quality and excellence.
Key responsibilities:
- Ensure machines are performing to customer expectations
- React to machine issues in the field within an appropriate timeframe and ensure prompt resolution where an easy fix is not possible, ensure customer is well informed of the plan and potential costs
- Problem solves for operational or mechanical efficiency
- Troubleshoot machine problems and/or performance issues through to resolution
- Perform preventative maintenance to include undertaking pre-season and post-season servicing of machines, and work to enhance ongoing performance [of] the machines
- Complete removal and installation of mechanical components such as shafts, bearings, belts, motors
- Work collaboratively with engineering and/or research and development to improve work instructions and/or assist in the writing and editing of “build as” assembly and testing procedure documents
- Maintain close relationship with sales leadership by providing customer updates and advising on any potential sales opportunities or customer concerns for follow-up action(s)
- Maintain close relationship with customer care centre (CCC) team and provide regular updates
- Actively contributes to continuous improvement activities
- Ensure use of company tools and equipment is done correctly and are maintained to a level to prevent unnecessary or premature deterioration
- Assist with training and development of new Field Service Engineers, as requested
- Address or escalate customer complaints; ensure these are investigated or resolved, where possible, in a timely, clear and professional manner
- Proactively work with customers and internal stakeholders to successfully complete projects (e.g., research and development site testing, refurb, refit or upgrades)
- Regularly report on progress made with the customer activity plan and call cycle plans
- Act as the voice of the customer in the value chain to improve products systems and services, by reporting on feedback and comments received in the field leadership, research and development, or sales
- Perform customer training, as required
- Promote a “Safety first” culture throughout the company, our customers, and our industry