Service Engineer

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.

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

• 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.
• 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.
• 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.
• 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.