Field Service Engineer

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Overview

NATURE OF THE JOB

Principal activities of this job are analyzing customer’s problems, collecting and recording product and technical information, to summarize findings, to report product troubles as well as contractual troubles on each assignment. Further, to direct the assigned labor force, which may be Elliott's own labor, customer supplied or contracted and to ensure that equipment is built to the required standards and procedures relating to installation, commissioning, start-up, repair or maintenance work of customer's equipment.

Although some activities are covered by policy, precedent, or standard procedures, most of the work has to be programmed and supervised by the service engineer based on actual site requirements. As Elliott seldom builds two machines alike or customers seldom use an Elliott machine in identical service, the likelihood of responding to new or unfamiliar situations is a very real and common occurrence. Advises customer on operating and maintenance procedures, recommends proper parts stocking and overhaul programs to minimize equipment downtime. Assists in performance testing/evaluation.

Responsibilities

• Principal activities of this job are analyzing customer’s problems, collecting and recording product and technical information, to summarize findings, to report product troubles as well as contractual troubles on each assignment.
• Further, to direct the assigned labor force, which may be Elliott's own labor, customer supplied or contracted and to ensure that equipment is built to the required standards and procedures relating to installation, commissioning, start-up, repair or maintenance work of customer's equipment.
• Although some activities are covered by policy, precedent, or standard procedures, most of the work has to be programmed and supervised by the service engineer based on actual site requirements.
• As Elliott seldom builds two machines alike or customers seldom use an Elliott machine in identical service, the likelihood of responding to new or unfamiliar situations is a very real and common occurrence.
• Advises customer on operating and maintenance procedures, recommends proper parts stocking and overhaul programs to minimize equipment downtime. Assists in performance testing/evaluation.

Contact with others

Internal contacts: All levels of management and assigned employees in the following departments: Field Service Operations, Repair Shop Operations, Service Parts Operations, Technical Service, Rerates and Modifications, Aftermarket Sales, Finance/Accounting, Legal/Contract Administration, HSE.

External contacts: Customers, Vendors, Sub-contractors, Sales Representatives/Agents. Internal and external ISO & HSE auditors. Acts mostly as sole company representative while at site.

Travel

Travel requirements expected to be 85%, if not stated differently in the employment letter.

Supervision

This position is primarily one of individual contribution. However, the Engineer may supervise customer personnel (for new equipment installations rather than in an advisory role), and may also supervise service representatives, hired labor and local contractors.

Specific Job Responsibilities / Competencies

• Ensures all work is performed in a safe manner to prevent injury to personnel or equipment, i.e. safety, quality and schedule are attained.
• Adheres to instructions and guidelines as described in the quality and HSE management systems.
• Can be asked to assist in the quotation process for minor projects.
• Handles and coordinates technical issues of a project, such as installation, commissioning, trouble shooting or maintenance.
• Schedules and allocates personnel and material to execute work scopes, plans and prepares minor projects.
• Performs safety planning and detailing on minor projects.
• Performs the technical job preparation and planning.
• Conducts investigations of product trouble including performance problems and takes corrective action as directed by the Field Service Manager/Senior Service Engineer. May exercise independent judgment and corrective action plan depending on the nature of the trouble and availability of communication lines.
• Provides technical direction and assists Field Service personnel on other assignments as directed.
• Supervises, directs and controls customer personnel, hired labor and Service Representatives in the installation, start-up, repair or maintenance of equipment.
• Prepares and gives toolbox talks.
• Responsible for local purchasing.
• Participates in the training of customer’s and own personnel.
• Issues work method statements.
• Conducts experimental programs for development of modifications to field equipment.
• Acts in Site Manager capacity while directing work on Elliott equipment as well as on non-Elliott equipment.
• Makes customer courtesy calls to check inventories and promote the sale of parts, inspect new shipments, and sell service in conjunction with the Service Sales Engineer.
• Keeps Field Service Manager/Support Engineers promptly and thoroughly informed on all work performed, quality, performance and equipment problems, customer’s reaction to equipment, and future sales potential.
• Keeps installation back charges from customers and/or mechanical contractors on a minimum through good judgment and prompt action.
• Responsible for contributing new ideas to improve product design and appearance, enhance company service, and eliminate troubles.
• Issues Service Reports promptly and completely noting particular instances with dates and names of persons connected with these events.
• Promotes customer good will through effective communication and cooperation with customer’s personnel.
• Assists in resolving Elliott’s liability in failure claims or checks validity of customer’s claims.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Information Technology

Industries

• Industrial Machinery Manufacturing

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