Field Service Engineer
Marel
Baud, France
il y a 3j

Scope and Authority

The Field Service Engineer (FSE) is the front-line field service representative and is responsible for fulfilling the customer’s expectations during field service activities, and will ensure :

  • Excellent performance of troubleshooting, repair, installation, maintenance, customer training and / or gen-eral support for Marel machinery at customer facilities.
  • This includes activities like preparation of installa-tion and maintenance activities, aftercare of new installations and keeping in close contact with the cus-tomer and report the progress

  • That his / her skills are maintained and are technically proficient in the skills necessary to install, trouble-shoot, repair and train customers on Marel equipment / solutions and carry out routine maintenance jobs
  • Quality and disciplined preparation and reporting of the visits to update customer support coordinators and field service administrators to ensure best possible customer outcome
  • Priorities are set in accordance with the needs of the company and the customer
  • The customer will experience a confident, emphatic and competent service from the organization
  • That in situations where the service delivery to the customer is compromised the Field Service Engineer will escalate the matter according the company’s processes to ensure the right support to the customer
  • The company processes are followed consistently
  • Main Tasks

  • Secure a meeting with the customer upon arrival onsite and receive briefing from the customer
  • Prepare and execute the work as agreed with the customer
  • Manage the customer experience
  • Identify sales and service opportunities
  • Identify / update / validate information of the Installed Base
  • Process hours and expenses
  • Technical reporting
  • Keep stakeholders informed and updated
  • Inform the Customer Support about arrival time if outside of expected window
  • Confirm reception of a work order to the resource planner
  • Updates Customer Support and customer on progress of the work.
  • Debrief customer on work done and performance of the machine
  • Report on quality issues and non-conformity (NCR)
  • Other duties assigned as required by the business
  • Skills and Abilities

  • Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction
  • Ability to execute agreed tasks and deadlines against performance criteria (KPI)
  • Result orientation, ability to follow through and respect deadlines
  • Customer face-to-face interaction skills and commercial service skills
  • Social perceptiveness
  • Technical competence in an engineering discipline
  • Computer literate
  • Good grammar and communication skills

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