Field Service Engineer - Quebec

Loma Systems - Carol Stream, IL

Full-time - Mid Level

Remote - Carol Stream, IL

101-250 employees

About the position

The Field Service Engineer (FSE) at LOMA Systems plays a crucial role in ensuring the optimal performance of our Metal Detection, X-Ray, and Check-weighing products at customer sites throughout Quebec. This position is designed for individuals who are based in the Greater Montreal or Greater Quebec City areas and involves a hybrid of remote work and travel. The FSE is responsible for delivering exceptional customer service while adhering to LOMA Systems' policies and procedures. The primary goal is to ensure that our equipment operates at peak efficiency, thereby contributing to the safety and quality of food and pharmaceutical products. In this role, the FSE will engage in various tasks including the calibration and testing of machines, performing preventative maintenance, and providing emergency service as needed. Accurate documentation of all service-related activities is essential, including the submission of Electronic Service Reports, Calibration Reports, and Expense Reports in accordance with company procedures. The FSE will also promote additional LOMA product offerings, maintain a satisfactory parts inventory, and conduct on-site training for customer personnel to ensure proper equipment operation. The position requires a proactive approach, as the FSE will frequently communicate with both customers and internal support staff to address technical issues. Participation in weekend on-call duties and after-hours phone support is also part of the job. Continuous improvement is encouraged through attendance at refresher training classes and team meetings, ensuring that the FSE remains knowledgeable about both technical and non-technical skillsets.

Responsibilities

• Travel and deliver efficient field support to our customers in the food and pharmaceutical industries.
• Verify that machines are operating at peak efficiency by proper calibration and testing.
• Commission and test machines using certified test procedures, perform preventative maintenance and emergency service at customer sites.
• Accurately document and report all service related activities, including submitting Electronic Service Reports, Calibration Reports, and Expense Reports.
• Promote sales of additional Loma product offerings such as service contracts, new equipment leads, spare parts kits, etc.
• Provide timely feedback on equipment reliability and design.
• Maintain a satisfactory parts inventory and requisition additional parts required to perform normal FSE duties.
• Maintain all company property, including laptop, cell phone, safety equipment and tools in good working condition.
• Exercise safe working practices and procedures at all times.
• Conduct on-site training with customer's personnel to ensure proper operation of equipment.
• Hold meetings with customers, including scope and exit meetings.
• Participate in the rotation of weekend on-call duties and after-hours phone support.
• Communicate frequently between the field and the internal office support staff on technical related issues.
• Attend refresher training classes and FSE meetings with other service team members to promote continuous improvement.

Requirements

• High school diploma required; Associates degree from a technical school preferred.
• Minimum 3 years of previous experience in field customer service work or 4 years of military experience required.
• Knowledge of and experience in diagnosing, troubleshooting and repairing electro-mechanical equipment in the field and ability to identify root-cause.
• Organized with regards to completion of paperwork, expense reports, etc.
• Self-motivated with an inner drive to exceed expectations.
• Ability to read, comprehend and interpret complex technical information involving mechanics and electronics, including schematics and electrical diagrams.
• Professional communication skills with an ability to resolve customer issues and defuse conflict.
• Desire to learn a diverse set of products and continually improve product knowledge.
• Strong ability to use electronic test equipment such as Multi-meters.
• Ability to accept changes in a fast-paced environment and enjoy taking a hands-on approach in solving problems.
• Work independently with little supervision while managing difficult and high-pressure customer situations.
• Exemplify Loma's behaviors: Hands-on, One Team, Positive Mindset, Delivering on our Commitments, Taking the initiative.
• Proficient with office software applications required.
• Ability to work overtime and weekends.