Field Service Engineer
Field Service Engineer
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1 Vacancy
Job Description
1. Leadership & Mentorship:
Lead and mentor a team of field service engineers providing guidance on technical issues best practices and professional development.
Serve as a technical escalation point for highpriority customer issues that cannot be resolved at lower levels.
Coordinate and oversee complex installations and repairs ensuring resources and teams are aligned to meet customer requirements and timelines.
Ensure that all field engineers maintain high standards of service customer interaction and technical .
2. Advanced Installation & System Integration:
Lead the installation of advanced systems and equipment often involving complex integration with customer infrastructure ensuring adherence to engineering specifications and quality standards.
Collaborate with internal teams (e.g. PM sales onboarding team) to develop customised solutions for highend or complex customer requirements.
Ensure the proper configuration calibration and operational readiness of systems upon installation or upgrade.
3. Troubleshooting & Problem Resolution:
Provide expertlevel diagnostics and troubleshooting for critical or highly technical equipment failures often requiring the use of diagnostic tools Rpa or Ticketing systembased data and AIpowered platforms.
Manage and resolve escalated customer issues ensuring minimal downtime and high customer satisfaction.
Use data analytics predictive maintenance tools and to identify underlying causes of recurring issues and address them proactively.
4. Proactive Maintenance & Performance Optimization:
Lead predictive maintenance programs by analysing data to anticipate and prevent equipment failures before they occur.
Work closely with customers to develop and execute proactive service plans ensuring systems and equipment are continually optimised for peak performance.
Conduct site surveys and audits to assess equipment conditions making recommendations for upgrades repairs or improvements that enhance system longevity and customer ROI.
5. Remote Support & Digital Tools Integration:
Use remote monitoring tools Omnichannel app. and AIbased generated video to diagnostics and provide realtime assistance to team and/or customers reducing the need for onsite visits.
Ensure that the service data captured is used to create actionable insights for both field service operations and customer satisfaction.
Assist in the integration of digital tools into daily operations ensuring that engineers are using platforms like digital tools ticketing systems mobile apps omnichannel and diagnostic tools effectively.
6. Customer Engagement & Relationship Management:
Establish and maintain strong relationships with key customers acting as a trusted advisor for technical solutions and system optimization.
Ensure customers are satisfied with service delivery by managing expectations and communicating progress throughout installations repairs or service events.
Provide technical recommendations for equipment upgrades system expansions or new developed technologies that can help customers meet their business goals.
7. Process Improvement & Knowledge Sharing:
Collaborate with internal teams to continuously improve service delivery processes ensuring maximum efficiency costeffectiveness and customer satisfaction.
Lead postservice reviews to assess the success of service engagements gather feedback and identify opportunities for improvement.
Contribute to the development of knowledge bases and standard operating procedures (SOPs) to improve consistency and accuracy in service delivery.
8. Health Safety and Compliance:
Ensure that all field service activities comply with company policies industry regulations and safety standards
Lead risk assessments for complex installations or repairs to ensure safe working conditions for both field engineers and customers.
Promote a culture of safety within the field service team ensuring that safety training and practices are continually reinforced.
9. Reporting & Documentation:
Maintain accurate and timely records of all service visits including technical issues resolutions parts used and time spent.
Provide detailed technical reports and service updates to management including root cause analyses maintenance schedules and future service needs.
Analyse service data to identify trends potential service gaps or opportunities for improvement in the field service operation.
Qualifications :
Technical Expertise:
High knowledge and understanding on mechanical electrical on both Hardware and software systems used in the apparel industry such as Thermal Printing RFID technology Applications and other Automated Mid Size Industrial machineries with PLCs and/or IoT
Expertise in advanced troubleshooting techniques both onsite and remotely leveraging digital tools and data driven processes.
Experience in leading a stream or member in project management.
Leadership and Communication:
Fluent in English both verbal and written Mandarin is a Plus
Strong leadership and team management skills with the ability to guide motivate and mentor a team of engineers.
Excellent customerfacing communication skills with the ability to translate complex technical details into understandable solutions for nontechnical stakeholders.
Ability to develop and maintain strong client relationships while understanding their evolving needs.
ProblemSolving & Analytical Skills:
Strong critical thinking and problemsolving abilities with a focus on quickly diagnosing issues and delivering solutions under pressure.
Ability to analyse large sets of data from Ticketing systems and other digital tools to identify patterns root causes and areas for improvement.
Experience:
Bachelors degree in Industrial Engineering/Electrical/Mechanical or a related field or equivalent technical certification/experience
Minimum of 3 years experience in the Field Service industry with atleast 2 years in a senior technical or leadership role
Experience with remote support technologies such as video assistance augmented reality (AR) and virtual troubleshooting tools.
Proven experience working with hightech complex systems and cuttingedge technologies (e.g. RPA IoT Service MaxI).
Additional Skills:
Project management skills including the ability to manage multiple priorities and ensure projects are completed on time and within budget.
Additional Information :
All qualified applicants will receive consideration for employment without regard to race colour religion sex national origin sexual orientation gender identity disability protected veteran status or other protected status. EEOE/M/F/Vet/Disabled. All your information will be kept confidential according to EEO guidelines.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
