Responsibilities:
- Perform high-quality on-site installation and commissioning (I&C) of equipment.
- Conduct scheduled preventive maintenance on-site and address emergency breakdowns as needed.
- Submit site visit reports (for service and commissioning) promptly, adhering to work instructions and customer specifications, and follow up on all agreed action points.
- Provide exceptional remote support to customers in accordance with service agreements.
- Document and track customer support interactions in SFDC, and encourage customers to complete satisfaction surveys.
- Be available for after-hours work, including weekend on-call duties if necessary, with a 24/7 roster coverage.
- Deliver on-the-job training and mentorship to new engineers.
- Support training and mentoring programs for channel partners.
- Assist in resolving issues related to any PPA product lines, addressing concerns raised by engineers at local, regional, and global levels.
- Follow up on technical issue processes and participate in critical issue meetings to ensure prompt and effective resolutions.
- Manage the lifecycle of customer assets.
- Collaborate closely with Commercial and Marketing teams to meet customer needs and ensure effective market positioning and support of company products.
- Work with the aftermarket department to identify and promote spare parts, equipment upgrades, Product Support Agreements, and other aftermarket products to current customers.
- Maintain frequent communication with local management, Service Operations, Service Sales, and Commercial teams, as well as regional and international service support teams, and a variety of customer contacts including operators, technicians, laboratory managers, operations managers, supervisors, and quality managers.
Qualifications & Experience:
- Bachelor's degree, ideally in Electronic, Mechanical, or Mechatronic Engineering, or have a combination of education and experience that demonstrates the necessary skills.
- Have at least 6 years of relevant experience in Field Service Engineering. Experience with one or more PPA solutions is advantageous.
- Demonstrate the ability to manage multiple tasks concurrently, prioritize effectively, and consistently meet objectives.
- Possess strong interpersonal and analytical skills, with effective communication abilities. Be process-oriented and dedicated to continuous improvement, working well in a team environment across all organizational levels.
- Be proficient in computer applications, including Microsoft Office.
- Show commitment to maintaining a professional and positive attitude at work.
- Exhibit strategic and lateral thinking skills to enhance business opportunities.
- Develop and nurture meaningful and beneficial partnerships with customers, suppliers, and colleagues.
- Take responsibility for personal and team safety in the workplace.
- Report any accidents, incidents, or near misses promptly to EHS and the Supervisor/Manager, ensuring proper documentation either electronically or in Accident Registers.
