Advanced Field Service Engineer

Job title : Advanced Field Service Engineer

Job Description

• The Advanced Field Service Engineer plays a crucial role in providing on-site technical support, maintenance, and troubleshooting for complex machinery, equipment, or systems. You will drive continuous improvement initiatives in the processes related to field services and product development.
• You will lead cross-functional groups to quickly fix any administrative difficulties relating to delivery and installation of proper equipment.
• You will act as an escalation point for Field Service Specialists, Service Engineers, and other stakeholders.
• This position requires a strong technical background, excellent problem-solving skills, and the ability to work independently and travel extensively to customer sites.
• The Field Service Engineer collaborates with internal teams and interacts directly with customers, ensuring the efficient operation and customer satisfaction with the products & services.
• Experience in custody transfer, Tank inventory Management system, Gas Flow Metering Systems & Skids, Flame & Gas Detection Systems with additional knowledge of Field Instrumentation.
• Serve as the primary customer contact for your assigned portfolio of accounts and ensure all customer needs and expectations are met.
• You will respond to inbound customer calls and email regarding order inquiry as to ship dates, problems, order changes, repairs and RMA's. You will communicate with other departments such as Technical Support, Logistics, Manufacturing, Regional Sales Managers, Product Managers, etc., to resolve customer issues.
• You will process orders including order entry, expediting orders, change orders, returns, monitoring order status and resolving discrepancies.
• You will act as a change agent and look for ways to improve Customer Care processes.

Key Responsibilities

• On-site Support: Provide technical assistance, installation, commissioning, maintenance, and repair services for equipment or systems at customer locations.
• Troubleshooting: Diagnose and resolve technical issues promptly and efficiently to minimize equipment downtime and ensure optimal performance. 
• Customer Interaction: Interact with customers to understand their requirements, address inquiries, and provide training on equipment operation and maintenance
• Documentation: Maintain accurate records of service activities, including service reports, equipment status, and updates on customer interactions.
• Preventive Maintenance: Develop and execute preventive maintenance schedules to proactively identify and address potential equipment issues before they become critical. 
• Collaboration: Collaborate with cross-functional teams, including engineering, sales, and customer support, to provide comprehensive customer service and support.
• Product Improvement: Provide feedback and insights to the engineering and product development teams for continuous improvement of products or services.
• Technical Expertise: Stay updated with the latest industry trends, product knowledge, and relevant technologies to enhance technical skills and provide effective support 
• Safety and Compliance: Adhere to company safety policies and procedures, as well as regulatory guidelines, during all on-site service activities. 
• Travel: Travel to customer sites as required, both domestically and internationally, to perform on-site service and support activities.

Qualifications
We Value: 

• Bachelor's Degree in Engineering or a related technical field. Relevant Diploma certifications may be considered in lieu of a degree. 
• Proven experience in field service engineering or a related technical role. • Strong technical knowledge and understanding of complex machinery, equipment, or systems. 
• Proficient in troubleshooting and resolving technical issues using diagnostic tools and techniques.
• Excellent communication skills, both verbal and written, with the ability to explain complex technical concepts to non-technical individuals. 
• Customer-focused mindset with the ability to build and maintain strong relationships with customers.
• Self-motivated and able to work independently with minimal supervision.
• Strong organizational skills and the ability to prioritize and manage multiple tasks effectively.
• Flexibility to travel extensively, often on short notice, to customer sites.