We are supporting an innovative and growing business who are providing unique solutions and exceptional service with automated equipment. It's a clean and modern environment working with a demanding customer base. They have a culture of collaboration, integrity, and excellence, ensuring that employees are empowered to deliver the best results for customers.
About the Role
The Field Service Engineer is responsible for providing on-site technical support, troubleshooting, maintenance, and repair services for our company's products or equipment at customer locations. This position requires strong technical expertise, excellent problem-solving skills, and the ability to work independently to ensure customer satisfaction and operational excellence. It's high-tech, automated equipment - electro-mechanical, software driven.
Its a regional patch, will require limited stay-away, working with a customer base around the local area.
Responsibilities
On-Site Technical Support:
* Travel to customer sites to perform installation, commissioning, troubleshooting, maintenance, and repair of company products or equipment. Some tasks may require working outside of regular working hours, including weekends.
* Diagnose technical issues, identify root causes, and implement effective solutions to resolve problems promptly and minimise downtime.
* Conduct site surveys, inspections, and assessments to evaluate equipment performance, identify potential issues, and recommend improvements.
Customer Relationship Management:
* Build and maintain strong customer relationships by delivering exceptional service, addressing inquiries, and providing technical guidance and advice.
* Serve as customers' primary point of contact during on-site visits and communicate effectively to understand their needs, concerns, and expectations.
* Proactively identify opportunities to upsell or cross-sell additional products, services, or upgrades to customers to drive revenue growth and business expansion.
Documentation and Reporting:
* Accurately and comprehensively document all service activities, including work performed, parts used, customer interactions, in-service reports and databases.
* Provide regular updates and status reports to the Service Manager or relevant stakeholders on service activities, issues encountered, and resolution plans.
* Prepare service documentation, technical manuals, and training materials to support customer self-service and internal knowledge sharing.
Safety and Compliance:
* Adhere to safety protocols, procedures, and regulations at all times to ensure the safety of oneself, colleagues, customers, and the public during field service operations.
* Comply with company policies, quality standards, and regulatory requirements for service delivery, equipment handling, and documentation.
* Identify and report any safety hazards, near-misses, or incidents encountered during field service visits and take appropriate corrective actions as necessary.
* Continuously monitor and evaluate service processes, tools, and procedures to identify opportunities for improvement in efficiency, effectiveness, and customer satisfaction.
* Collaborate with cross-functional teams, including engineering, product management, and sales, to provide feedback on product performance, reliability, and serviceability.
* Participate in training programs, knowledge-sharing sessions, and professional development opportunities to enhance technical skills, product knowledge, and service capabilities.
Required Skills and Profile
* Strong technical expertise, excellent problem-solving skills, and the ability to work independently.
* Customer-facing skills - able to communicate under pressure
* Flexibility to travel across the region
* Electro-mechanical fault-finding skills on typical industrial automation
* Understanding of conveying and automated equipment is ideal
If you want to work with a non-corporate growing business this could be an excellent opportunity for you. They leaders have a track record of growing businesses in this sector and they are about to release new innovative products to the market.
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