Field Service Engineer
Purpose of the Position:
oTo service and support customers on-site and off-site on technical problems on machines & equipment, answer questions and take care of customer complaints, with the goal of ensuring a positive customer experience
o To service and support customers both at the customers facility and Client site. This may consist of the installation and training of both new and used equipment, installation and training of options, mechanical and electrical troubleshooting and repair of equipment, answer customer questions and take care of customer complaints, with the goal of ensuring a positive customer experience.
Responsibilities, Goals and main tasks
• Field & Inside Service calls:
o Take after sales phone calls and emails from customers and address their needs.
o Handle customer service calls
o Installation, trouble shooting and repair of mechanical, electrical, electronic, hydraulic and pneumatic systems of grinding machine tool product line
o Demonstrate and instruct techniques, methods and procedures for grinding machine tool equipment and related attachments and accessories
o Identify and resolve customer problems and issues through remote means such as phone, video conference, e-mail etc.
o Utilize internal resources in an effort to identify and resolve the service problem
o Support other field service staff by freely sharing knowledge and information
o Coordinate activities with spare parts department
o Communicate and coordinate service activities with customers
o Escalate/forward service calls to management if necessary
o Handle, communicate and coordinate with customers upgrades to machines & equipment
o Communicate with customer until service call is completed and service task has been accomplished
o Update customer contact information where necessary by means of service reports and available software and tools
o Provide important feedback of observations made that might be relevant to other team members
o Complete Service reports after each field service assignment
o Communicate follow up activities through service report and/or other electronic means
o Complete Service billings and Expense reports in a timely manner
o Make on-time payments of Corporate Credit Card
o Maintain any company issued vehicle
• Back up function:
o Assist with spare parts
o Assist with call-in center
o To adhere to company policies and procedures
o To continuously find ways and improvements of processes and activities performed
o To contribute towards improving the productivity of our Company
o To complete other tasks that are assigned by management from time to time
Knowledge of mechanical / electrical repair practices
Knowledge of grinding processes, materials, grinding wheels, dressing tools & tooling preferred
Troubleshooting and problem solving skills on machines and machine controls, CNC as well as PLC
Knowledge of machine design and operation
Ability to read parts manuals, electrical and mechanical schematics, assembly instructions, and troubleshooting guides
Familiarity with operating and setting up CNC equipment
Proficient in Communication, interpersonal, and organizational skills
Exercise tact & sound judgment when resolving customer complaints and problems
Self-motivated, goal oriented and capable to handle multiple tasks
Well organized, hands-on attitude
Ethical and moral business practices
Good knowledge of English Language in both oral and written
Computer literate with experience with Microsoft Outlook and Microsoft Office applications, ERP and CRM software (M2M, Goldmine or other)
Willingness to Travel 50% to 75% (domestically and, eventually, internationally)
Valid driver's license
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Mon, 15 May 2017 20:11:19 PDT