Senior Technical Regional Service Engineer
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Title: Senior Technical Regional Service Engineer - EMEA
Location: This will be a remote based position requiring visitation to the Dover Fueling Solutions Turnhout, Belgium Office at least 1x times per month for 1-3 days!
Candidates can be remotely based either out of Belgium, UK, Germany or Sweden.
Role Overview:
The 3rd level support forms a technical center of competence for the Dover Fueling Solutions (DFS) product portfolio used in EMEA & French Overseas Territories. Including all user functions, hardware, software as well as the interfaces to peripheral devices and external systems.
The product suite largely centres on fueling dispensers and associated equipment which includes both electrical and mechanical components! As a Senior Regional Service Engineer, your tasks are to work directly with Field Technicians offering training and product support as well as troubleshoot customer queries.
The position supports France and other French speaking territories and requires professional level fluency in both French and English!
Roles and Responsibilities:
* Act as Technical Support level 3 for all DFS products in the region
* Troubleshooting issues and providing in depth field service data for analysis by DFS engineering.
* Implementing solutions from remote or on site as required.
* Developing diagnostic and component troubleshooting guides.
* Preparation of technical documentation, procedural instructions and service information including French translation as required.
* Improvement, efficiency increase and automation of internal and technical processes.
* Create product training material for DFS products that can be used on the Global platform LMS.
* Provide hands on training for distributors and service partners in EMEA & French Overseas Territories.
* Administrate technical requests via the ticket system JIRA, regarding countries according to actual country split between the other Regional Service Managers.
* Manage distributor service organisation performance to ensure quality of work, adherence to health & safety regulations and contractual service level agreements.
* Preparation and updating spare parts list and support distributors maintain adequate stocks of genuine spare parts.
* Maintain regular communication with Distributor’s Technical Managers. Identify and share good practices in technical and maintenance areas between throughout the region.
* Support After Sales/Service in various projects regarding new products and upgrades to provide experienced input to make the product as good as possible from service point of view.
Project Management
* Planning, specification and provision of hardware and software updates
* Planning, specification, monitoring and evaluation of field tests
* Represent service in NPD and planning of Beta testing for these new products.
Quality assurance
* Localization of errors related to HW component, SW subsystem, peripheral device, external interface.
* Documentation of the error symptoms and test procedures.
* Weekly / monthly consolidation and reporting of KPIs in Technical Support, Maintenance and EHS
Candidate Profile:
* Fluent in English and French languages
* Graduate engineer in electrical or information technology service delivery
* 5 years’ experience preferred
* Willing to travel at short notice within Europe to deal with service-related issues when necessary (approximately this will be 6 times/ year and mostly to UK/France)
* Exceptional Communication skills able to train technicians and deal with customer issues.
* Good Relationship Management skills and able to handle customer complaints and issues professionally.
About Dover Fueling Solutions:
At Dover Fueling Solutions (DFS), we are taking fueling and convenience retail to the next level. We are passionate about cultivating excellence in everything we do, but what really fuels us is our people. They’re the heart of our company. As an employee, our promise to you is that you’ll work on new and innovative products and solutions, be mentored by managers and teammates who are collaborative, caring, and act with integrity, and have the opportunity to grow in ways that are meaningful to you. Unique and interesting projects – both locally and globally – will challenge you and allow you to pursue different and rewarding career paths.
We are #EnergizedByGrowth.
DFS is part of a legacy of leadership that spans back generations, made up of some of the most trusted, leading-edge brands in the industry. As part of Dover Corporation and with our talented, innovative, outstanding people, we are doing great things and redefining what is possible in fueling and convenience retail. Providing advanced fuel-dispensing equipment, including clean energy solutions, systems and payment, automatic tank gauging and wet stock-management solutions, DFS comprises the product brands of Wayne Fueling Systems, OPW Fuel Management Systems, ClearView, Tokheim, ProGauge, Fairbanks, LIQAL, AvaLAN, and Bulloch Technologies. Headquartered in Austin, TX, DFS has a significant technology development and manufacturing presence worldwide, including facilities in Brazil, China, India, Italy, Poland, the Netherlands, the United Kingdom and the United States.
Dover Fueling Solutions is an Equal Opportunity Employer.
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