Field Service Engineer

The Field Service Engineer is accountable for independently providing efficient and effective field service support to all customers in a timely manner, including, but not limited to installations, repair, and fault finding of our equipment. The Field Service Engineer will be given the required training on all products and will participate in practical field training as preparation for customer account assignments. This position is a factory and field-based position and will require work both in the local office as well as at customer sites throughout the US, and some international work as needed. The Field Service Engineer is required to respond to repair activities for warranty and post-warranty machines as assigned. The Field Service Engineer must successfully troubleshoot, repair and verify performance on all activities and complete installations, field updates, and all required field reporting in a timely manner. This position requires timely and accurate submittal of administrative duties including Field Service Reports (FSRs), expense reports and payroll forms. The Field Service Engineer works to ensure customer satisfaction through quality workmanship, documentation, customer management and demonstrates professionalism that is consistent with the Company's image. This position must comply with Company quality and safety standards and adhere to company travel expense policies. Supervisory Responsibilities: No Duties/Responsibilities: Maintaining a high level of knowledge of electronic and electrical systems related to machines; Performing engineering and/or technical tasks at the home factory; Working to improve areas discovered through troubleshooting techniques; Reporting on all technical activity, making recommendations for improvements, and participating in evaluation teleconferences to address technical issues related to all aspects of the company's products; Providing services, including installation, basic training, repair, and compliance services; Performing commissioning and qualification of equipment; Maintaining company assets (tools, and inventories) securely and in working order; Supporting product quality improvement; Completing required training on products and participates in field practical training as preparation for customer assignments; Responding to all repair activities for warranty and post-warranty work as assigned; Successfully troubleshooting, repairing and verifying performance on all installations, fielding upgrades/updates and submitting all required field reporting in a timely manner; Providing some service support internationally; Completing timely and accurate submittal of administrative duties including Field Service Reports (FSRs), expense reports and payroll forms; Raising issues to the team and manager; logs, tracks, and documents all work order activity, and is capable of fully supporting all assigned products. Demonstrates a moderate use of competency and an appropriate ability to tackle hardware and software problems. Continues training and self-development to learn the products and applications of the company for success in the role, advance skillsets, and attends management approved seminars and training sessions. Maintaining a solid understanding of corporate and service department procedures and policies, including Handling customer complaints; Working independently and in a team environment and engage/advance issues to team leadership for sophisticated solving and resolution of issues as needed; Working with other departments to improve the customer experience; Helping to cultivate customer satisfaction through ensuring prompt customer response times and problem resolution; Developing and maintaining positive relationships with customers. Helping Sales Representatives with service orders. Ensuring customer satisfaction through quality workmanship, documentation, customer management and demonstrates professionalism that is consistent with the Company's image; Maintaining a professional image through dress, behavior, oral and written communications; Participating in the development of team goals and objectives and produces results that apply to the team's core objectives; Routinely communicating as appropriate to peers, team leaders, management, sales and internal associates; Perform other duties as assigned. Required Skills/Abilities: A sound understanding of engineering principles, green energy solutions; Experience with tools and test equipment such as digital volt meters and oscilloscopes desirable. Proficiency with MS Office applications such as Word and Excel. Familiarity with recent PC operating systems. Ability to identify, recommend, and prioritize improvements to company products, as well as internal process improvements and work with appropriate internal & external partners to implement Omron PLC, Siemens PLC or other control software experience is a plus. Outstanding teammate, who can work with counterparts and customers across the world. Self-motivated, self-starter with strong communication skills. Sophisticated knowledge of Microsoft Windows operating systems, PC hardware and desktop application products. Good technical management skills; Commitment to adhere to all company and statutory H&S policy rules, regulations and laws; The ability to maintain a positive attitude and maintain morale across all relevant functions; Excellent interpersonal and communication skills; The ability to process negative feedback and remain professional; Must be able to travel a minimum of 50% of workdays. This position will require work both in the local office as well as at customer sites throughout the US, and some international sites as required. Must possess and maintain a valid state-issued driver's license and meet the Company's auto safety standards. Must possess and maintain a valid Passport. Education and Experience: Associates or bachelor's degree in Electronics, Engineering, Automation, or other related technical field. 2 or more years Field Service Engineer experience or related field. A minimum of 2 years' experience troubleshooting in one or more of the following: mechanical, electrical, electronic, controls (PLC) problems. Physical Requirements: Sit for long periods of time. See details of objects that are less than a few feet away. Understand the speech of another person. Speak clearly so listeners can understand. It is not as important, but still necessary, for field service engineers to be able to: See details of objects that are more than a few feet away. See differences between colors, shades, and brightness. Use fingers to grasp, move, or assemble very small objects. Hold the arm and hand in one position or hold the hand steady while moving the arm. Use one or two hands to grasp, move, or assemble objects. Hear sounds and recognize the difference between them. Make quick, precise adjustments to machine controls. Focus on one source of sound and ignore others. Pay Rate Range: $48.08/hour - $52.88/hour The Job Description is intended to be a general representation of the responsibilities and requirements of the job. However, the description may not be all-inclusive, and responsibilities and requirements are subject to change. Equal Employment Opportunity It is the policy of the Company to provide equal employment opportunities to all employees and employment applicants without regard to unlawful considerations of race, religion, color, national origin, sex, sexual orientation, gender identity or expression, age, sensory, physical, or mental disability, marital status, veteran or military status, genetic information, or any other classification protected by applicable local, state, or federal laws. This policy applies to all aspects of employment, including, but not limited to, hiring, job assignment, compensation, promotion, benefits, training, discipline, and termination. Reasonable accommodation is available for qualified individuals with disabilities, upon request.

Created: 2024-11-05