As a Field Service Engineer, this individual must be team oriented and flexible, and actively seek to share information and assist his peers. Possesses solid communication skills, both oral and written. Demonstrates strong electronic repair troubleshooting methodology and maintains at least an intermediate technical level of product knowledge. Cross trains on products serviced in the field and displays proficiency in servicing either the Trace or X-Ray product line. Willingness to work on special projects, some of high visibility, as assigned. Looks for common-mode problem occurrences and seeks to resolve, both independently and with the aid of others. Has a working knowledge of PC applications (MS Word, Excel & Power Point) to provide clear, concise information summaries as needed.
Troubleshoots, services, installs (deploys) and repairs either Explosive Detection Systems (EDS) or Explosive Trace Detection (ETD) equipment at customer sites. Maintains field service log and filing system to properly initiate, organize and maintain all field service and job files until work is completed. When not on travel, individual will provide assistance to the Technical Support staff. Conducts follow up calls with the customer to check system status.
This is a Fixed term contract role for 2 years.
This role will have the rotating roster.
Responsibilities:
- Responsible for meeting daily service needs and driving customer satisfaction
- Installs, repairs, and maintains equipment in the field; provides customer training as required.
- Documents all inspections, maintenance, repair work and submits paperwork in a timely basis
- Order, install, and return parts and manages repair parts cycle time
- Reviews all logs for open issues and prepares formal reports to customers as necessary.
- Participates in Service sales opportunities and assists with promoting and implementing revenue programs.
- Ensures that tools and test equipment are properly maintained and calibrated
- Assesses product/equipment performance based on field support data; recommends modifications or improvements where applicable.
- Seeks to provide technical support to customers and other service professionals as required.
- Possesses a solid level of technical knowledge on the main company’s products in the region.
- Establishes and maintains a close relationship with senior level FSE’s and Product Specialist to support the needs of the customer and remain aware of current technical trends.
- Exercises every available measure to control and minimize costs.
- Comply with and ensure department compliance with Company health, safety, and environmental policies.
- Other duties as required.
