Technical Service Engineer

**ESSENTIAL DUTIES AND RESPONSIBILITIES**

**Equipment Maintenance and Repair**: Execute depot repairs and iNet SaaS exchanges for gas detection systems, ensuring strict compliance with product specifications.

**On-Site Services and Equipment Commissioning**: Conduct on-site surveys, training, demonstrations, and commissioning of portable gas detection equipment. This includes sensor calibration, docking station installation, and other connected safety implementations.

**Churn Rate Management**: Implement churn (subscription cancellation) mitigation plans for at-risk accounts. This involves personalized outreach, tailored solutions, and enhanced support. Monitor and reduce churn rates by conducting regular health checks, taking proactive actions, and launching targeted engagement campaigns. Take ownership of end-to-end customer health scores, usage metrics, and churn prevention initiatives within the region.

**Cross-Department Collaboration**: Work closely with Sales, Customer Service, and Engineering departments to align on customer needs, escalate critical issues, and drive their resolution.

**Process Optimization and Implementation**: Implement and optimize customer onboarding, training, and support processes in line with global standards and regional requirements.

**Sales Opportunity Identification**: Identify and act upon upsell and cross-sell opportunities through in-depth customer engagement and value-based conversations.

**Company Representation**: Represent Industrial Scientific at industry events, trade shows, and customer visits to strengthen customer relationships and enhance brand presence.

**EDUCATIONAL EXPERIENCE / WORK EXPERIENCE**

**Educational Background**: A Polytechnic Diploma or Advanced Diploma in Engineering (e.g., Mechanical, Electrical, Mechatronics, Manufacturing) is strongly preferred.

**Work Experience**: A minimum of 2-3 years of hands-on experience in service, repair, technical support, production, or field service roles is required, with preference given to those with experience in an industrial or high-tech/hardware/portable device environment.

**Technical Skills**: Familiarity with ERP systems, technical documentation, and root cause analysis tools is essential. Certifications in Lean, Six Sigma, or related continuous improvement methodologies are a plus. Prior experience in customer interaction or on-site service work is also an advantage.

**QUALIFICATIONS**

**Technical Foundation**: Possess a strong technical foundation in service/technical support, with working knowledge of production systems, troubleshooting root cause analysis, and continuous improvement techniques.

**Practical Experience**: Hands-on experience with repair, maintenance, mechanical assembly, and electro-mechanical troubleshooting is preferred.

**Problem-Solving Ability**: Proven ability to analyze data, identify trends, and implement practical solutions to enhance production and service performance.

**Adaptability**: Comfortable working in a fast-paced, customer-focused environment where priorities may shift.

**Communication and Collaboration Skills**: Excellent communication and interpersonal skills are required to collaborate with cross-functional teams and interact with customers.

**Technical Interpretation Skills**: Ability to interpret technical drawings, schematics, and specifications.

**Fortive Corporation Overview**

We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in software-powered workflow solutions, data-driven intelligence, AI-powered automation, and other disruptive technologies. We’re a force for progress, working alongside our customers and partners to solve challenges on a global scale, from workplace safety in the most demanding conditions to groundbreaking sustainability solutions.

We are a diverse team 17,000 strong, united by a dynamic, inclusive culture and energized by limitless learning and growth. We use the proven Fortive Business System (FBS) to accelerate our positive impact.

At Fortive, we believe in you. We believe in your potential—your ability to learn, grow, and make a difference.

At Fortive, we believe in us. We believe in the power of people working together to solve problems no one could solve alone.

At Fortive, we believe in growth. We’re honest about what’s working and what isn’t, and we never stop improving and innovating.

Fortive: For you, for us, for growth.

**About Industrial Scientific**

Industrial Scientific designs and manufactures gas detection products and solutions that protect workers from hazardous conditions around the world. Since our beginnings in 1985, we have pioneered numerous technologies, including the first 3-gas detector, 6-gas detector, wireless gas detector, and even the first gas detector to be included on a NASA space shuttle.Today, we continue to innovate and expand our hardware and software offerings to equip the connected workers of the future. Our