Field Service Engineer

The Field Service Engineer (FSE) is responsible for providing high-quality service to ensure better machine performance and a great customer experience. Our field service Engineers are proactive, think critically, take initiative, and are accountable for ensuring that our solutions are delivered, installed, and maintained on an ongoing basis.

Field service Engineers have skills in machine operations, mechanical, electrical, computer and operation, and electrical assembly and installation. He is responsible for meeting customer supply demands to ensure all aspects of system quality are met from start to finish, from installation to preventative maintenance, ensuring our customers receive optimum results from machinery.

The Field Service Engineer works collaboratively with colleagues and customers, ensuring and promoting health and safety for all while upholding our global brand of quality and excellence.

Operations

• Ensure that machines are working according to customer expectations.
• React to machine problems in the field within an appropriate time frame and ensure prompt resolution. When an easy solution is not possible, make sure the customer is well informed about the plan and potential costs.
• Solves mechanical or operational efficiency problems.
• Troubleshoot machine and/or performance issues until resolved.
• Perform preventative maintenance to include pre- and post-season machine maintenance, and work to improve the continuous performance of the machines.
• Complete disassembly 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 writing and editing “built as” assembly and test procedure documents.
• Maintain close relationship with sales leadership by providing updates to customers and advising on potential sales opportunities or customer concerns for follow-up action(s).
• Actively contributes to continuous improvement activities.
• Ensure that the company's tools and equipment are used correctly and are maintained at a level that prevents unnecessary or premature deterioration.
• Assist with the training and development of new Field Service Engineers as requested.

Customer service

• Address or escalate customer complaints; ensure these are investigated or resolved, where possible, in a timely, clear and professional manner.
• Work proactively with customers and internal stakeholders to successfully complete projects (eg, testing, retrofits, retrofits, or R&D site upgrades).
• Report regularly 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 product and service systems, reporting on feedback and comments received in the field of leadership, research and development or sales.
• Conduct customer training, as required.

Health and security

• Ensure that all tasks are carried out in a manner that minimizes potential harm to yourself and others.
• Become actively familiar with any applicable plans, procedures, policies, processes, and/or legal requirements in connection with the position.
• Take personal responsibility for meeting and adhering to all health and safety rules, requirements and obligations.

Organization (This is a mandatory Section)

• Adhere to work hours, provide accurate time records, and record all work and time spent through work orders.
• Prepare monthly expense reports and submit supporting data.
• Observe and comply with the policies, procedures and quality management systems.
• Observe and comply with our Code of Conduct.
• Positively and actively support effective communication, encourage and provide constructive feedback.
• Support the vision, values ​​and general culture of the organization.
• Assist others with the selection of approaches, methods and/or services as needed.
• Any other reasonable functions that are required.