Field Service Engineer - FTC

Key Responsibilities

• Responsible for the installation, maintenance, repair and upgrade of equipment in the field and provides customer/internal training as required. 
• Investigates technical issues/warranty failures/ in field failures and can resolve issues by the most efficient and economical manner keeping Product Specialists and Service Management informed of ongoing actions/solutions. 
• Liaises with local Service Centre/partners to receive/discuss work/schedule workload in the most efficient manner taking into consideration site location, priority and cost implications. 
• Plans and prioritises workload to achieve business aims and meet customer needs. 
• Effectively diagnoses system problems and provides solutions for repair while keeping customer apprised of progress especially during maintenance/downtime of a machine. 
• Documents system problems and preventative maintenance in customer site log. 
• Gathers and records machine information to monitor performance. 
• Completes machine installations, Engineering Change Notices (ECN) that affect system upgrades and hardware/software upgrades that may require technical assistance. 
• Make recommendations for improving service, reliability and performance of equipment. 
• Escalates difficult technical problems by seeking timely advice or assistance from technical support. 
• Establishes preventative maintenance schedules and implements according to company specifications. 
• Assigned other job responsibilities within scope of position and to meet business demands

Required Education, Skills, Knowledge & Expertise

• Experience in a similar customer-facing environment working to achieve customer service levels. 
• Electro-mechanically and IT competent to a high standard. 
• Understands local Health and Safety regulations and works within company guidelines. 
• Effectively represents the Company whilst meeting the needs of the business partner; develops partner relationships through trust and performance. 
• Is flexible and can prioritise, plan and monitor own activity, performance and progress. 
• Possesses first-class customer service and communication skills; written and oral. 
• Logical trouble shooting skills and capability to isolate problems at PCB or component level. 
• Ability to effectively work with electric schematics, logic diagrams, and mechanical drawings. 
• Understanding of AC/DC power distribution and digital/analogue circuitry. 
• Must be available for on call (on some weekends). 
• Must be able to work autonomously and with minimal supervision. 
• Working knowledge of personal computers especially Microsoft Office, navigation across network sites and email communication. 
• Holder of a Drivers Licence. 

Job Benefits

• Company car provided 
• 25 days' holiday a year with the opportunity to buy up to five additional days each year 
• Competitive Company pension scheme  
• Ongoing training and development 
• Private medical insurance for all employees 
• Life assurance  
• Employee assistance programme 
• Loyalty awards 
• Employee wellbeing events and Mental Health First Aiders 
• Free office parking (main offices)