Field Service Engineer

About the position

We are looking for a highly driven, self-motivated Field Service Engineer with a strong technical bent to join our team! To strengthen our After-Sales Service, we are looking for a motivated and committed specialist. After a thorough training, your area of responsibility includes the commissioning and user training of the Inline Filling Systems liquid filling and packaging machinery at our customers' places of business. You will then take care of the systems through maintenance and repair work. You will be travelling domestically and internationally, as well as providing support from your workplace.

Responsibilities

• Provide on-site service, repair and/or installation of company instrumentation
• Provide on-site training to customer staff on installation, set-up, operation, safety protocols, maintenance and Q/C functions
• Upgrade production lines with new equipment/technology
• Review technical reports and documents from customers. Analyze issues with technical staff to find root cause and communicate next steps and timelines to customers
• Maintain records of tool configurations pertaining to hardware, software, consumables, and application releases
• Provide assistance in machinery documentation development and improvement
• Manage customer interface with Production, Engineering and Management groups
• Maintain a working relationship with customers and instill confidence and credibility in our company and product
• Exceed customer expectations of service, support, and the product under development
• Summarize and communicate issues to engineers for triage and participate in root cause analysis investigations
• Travel to commissioning and troubleshooting up to 80% of the time
• Helping customers solve technical issues with our products and working with our Engineering group to resolve more advanced issues when necessary
• Perform timely and accurate preventative maintenance, installations, and troubleshooting on equipment within customer sites to ensure optimal delivery of filling services to customers
• Maintain relationships with customers and ensure timely communication, resolution and proper follow-up to drive customer satisfaction
• Adhere to company policies, procedures, and protocols, to ensure regulatory and compliance requirements are met; ensure documentation of all work performed is captured, including the ordering of parts
• Developing customer-facing documentation for our website on an as-needed basis
• Communicating customer needs and wishes to our development and engineering staff
• Documenting troubleshooting and problem resolution steps
• Support Remote Commissioning Services when not travelling
• Participation in providing training and documentation to customers as required
• Other duties as assigned
• Responsible for assembling, installing, servicing, troubleshooting, and maintaining industrial food processing machinery
• 60%-75% travel to customer sites providing direct service, managing and or training their staff and offering technical solutions that may include new and/or replacement parts and equipment
• 25%-40% in the manufacturing factory testing/inspecting equipment prior to shipping and fielding customer service calls for remote troubleshooting
• Verbal and written communication with coworkers and customers regarding technical support matters.

Requirements

• 2-5 years of relevant engineering or service experience
• Previous experience with field service
• Experience in electro-mechanical assembly, server installations, and instrumentation troubleshooting (PLC, pneumatics/compressed air, drives/VFDs, etc.)
• Skilled at interpreting technical documentation and schematics (electrical, wiring, fluidic, and mechanical drawings)
• Ability to work independently and in a group
• Good people skills; The ability to be a good listener, understand a customer problem and find a complete solution
• Meticulous and detail oriented. Excellent organizational and communication skills
• Motivated and willing to work in a fast-paced environment as part of a hard-working and multidisciplinary team
• Ability to work without supervision

Nice-to-haves

• Experience in packaging/high speed production is a plus
• Ability to speak Spanish professionally would be helpful.