Field Services Engineer

Position:

Field Service Engineer

Reports to:

Technical Services Manager

Hours of work:

37.5 plus overtime

Salary range:

Available upon request

Location:

Remote based FSE working from home in the UK, with travel supporting IP brands within EMEA

Role

This position reports to the UK Technical Services Manager operating from the UK service hub in Thame, Oxfordshire. While the role is fully remote, occasional visits to the service office may be required.

Responsibilities

• Develop in depth understanding of product lines and the corresponding customer application / industry

• Assume the primary technical relationship with the customer in a first line of defence fashion

• Plan and successfully complete on-site service tasks based on Customer needs

• Whenever possible, provide high level, responsive telephone, and internet-based remote support to customer base

• Provide input for product feature enhancements and process improvements

• Visit customers to support specific topics problems or competitive situations on a limited basis

• Own resolution of complex customer issues engaging cross-functional company resources as required 

• Meet or exceed Key Performance Measures as defined for Field Services operations

• Provide exceptional customer service

• Clearly and professionally interact with customers 

• Work closely with customers to ensure equipment operates within expected tolerances

• Perform machine diagnosis on-site and remote to quickly identify cause of failures

• Work carefully with Product and Applications teams for technical assistance and provide them with diagnostic feedback, product enhancements, and quality defect analysis

• At times, use Remote visual clues, computer programs, and diagnostic tools to diagnose machine difficulties and guide customer corrective actions

• Use electrical and electronic knowledge to help troubleshoot and solve issues

• Utilise company repair manuals and work orders for assistance with repairs and diagnostics

• Clean, replace or install parts to maintain smooth operation of machinery and equipment

• Assemble, install, align equipment as needed

• Accurately perform compliance-based services including Calibrations, Installation Qualification, Operational Qualification, and Performance Qualification, while following specified standards and Standard Operating Procedures

• Interface with cross functional work teams such as sales, marketing, applications, quality, engineering, production, etc. 

• When needed, provide onsite training to customers for operation, routine maintenance, and validation of machines

• Assist other Field Service Technicians as needed

• Actively participate in factory product training and technical service skill development as needed to successfully demonstrate proficiency

• Submit organised and helpful service reports for each repair mission

• Help to develop or adjust existing technical documentation

• Work as required with minimal supervision in compliance with all safety requirements

• Must be physically fit and able to lift some heavy loads

Qualifications 

• Desirable: HNC in electronic / Electrical or mechanical engineering 

• Desired: 3 years of working knowledge in the use and function of electronic and processing equipment applicable to permeation, gas or instrument testing.

Success Metrics

The main measures of success are:

• Achieving bookings and revenue targets for Service

• Completing allocated jobs on time and within allocated times scales.

• Zero Warranty issues relating to service work.

• Growth with Service contract Sales

Knowledge, Skills & Experience - Essential

• Working knowledge in use and function of electronic and processing equipment applicable to permeation and gas testing. 

• Demonstrate ability with instrumentation, electronics, tools and control systems.

• Experience reading and interpreting repair orders, mechanical drawings, procedures, charts, diagrams, dials, gauges, and equipment manuals.

• Experience preparing, processing, or verifying maintenance and repair and test records.

• Experience in use and function of tools and equipment applicable to position including electronic testing instrumentation, control devices, computers and related software.

• Experience and training related to:

• Gas processing and gas physics fundamentals

• • Governmental and International regulations, and standards.

• Fluent in English language; additional language a plus

• Qualifications – Desirable: HNC in electronic / Electrical or mechanical 5+ years performing field service or working as an engineer; experience in the metal packaging industry or food industry or material testing

• Strong customer service skills including communication skills

• Ability to handle client and customer issues tactfully and professionally

• Familiar with basic electronic knowledge, test and inspection equipment experience a plus

• Familiar with operating Software “Salesforce” or 123 Repair an advantage

• High level of windows-based competence is required, networking experience is ideal

• Highly organized and detail-oriented

• Creative, analytical, and driven

• Must have a valid driver’s license with no more than 3 penalty points

• Must have a passport and be willing to travel internationally.

Note: This job description is not exhaustive and will be subject to periodic review. It may be amended to meet the changing needs of the business. The post-holder will be expected to participate in this process, and we would aim to reach agreement on any changes. 

Date prepared: March 2023

Prepared by: Martyn Cobb