Field Service Engineer II

Internal Job Description

The Field Service Engineer (FSE) is the front-line field service representative and is responsible for fulfilling the customers expectations during field service activities. The FSE is experienced in JBT Marel equipment (or equivalent) and works independently solving technical and/or technological issues for a standard product process.

Main Tasks

The FSE:

Ensures excellent performance of troubleshooting repair installation maintenance customer training and/or general support for Marel machinery at customer facilities. This includes activities like preparation of installation and maintenance activities aftercare of new installations and keeping in close contact with the customer and report the progress.

Maintains own skills and is technically proficient in the skills necessary to install trouble-shoot repair and train customers on Marel equipment / solutions and carry out routine maintenance jobs

Ensures quality and disciplined preparation and reporting of the visits to update customer support coordinators and field service administrators to ensure best possible customer outcome

Sets priorities in accordance with the needs of the company and the customer

Ensures the customer will experience a confident emphatic and competent service from the organization

Ensures that in situations where the service delivery to the customer is compromised the Field Service Engineer will escalate the matter according the companys processes to ensure the right support to the customer

Follows company processes consistently:

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

Update 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 & 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

Travel availability around 85% of the time including abroad.

Education Knowledge and Experience

Degree in Mechanical Electrical Electromechanical Engineering

Recognized product training on food processing equipment preferred.

Strong communicator with analytical skill and the ability to work under pressure

Advanced English skills both written and verbal

Spanish skill will be a differencial

Experience with and comfort working in a multi-cultural multi-discipline organization is an advantage