Field Service Engineer

Job Title:  Field Service Engineer

Department:  Engineering/Technical Services

Accountability: This position reports to the Technical Services Manager

Job Description/Duties:

• Provide expert on-site and remote technical support, including system analysis, issue qualification, and resolution guidance.

• Diagnose problems, identify contributing factors, determine root cause, and recommend corrective actions.

• Record all customer-reported concerns and escalate to engineering and/or product teams when necessary.

• Create and maintain user guides, FAQs, service bulletins, and knowledge-base articles.

• Analyze returns, failure rates, and performance trends to identify improvement opportunities.

• Assist with customer engagement, project planning, product placement, and application feasibility assessment.

• Evaluate Havis equipment and components to assess functionality, performance, and compatibility across the entire product life-cycle:

• Interpret and communicate requirements related to power, connectivity, and performance.

• Develop and document procedures for system set-up, configuration, software/firmware integration, and driver requirements for, product testing and deployment.

• Identify and communicate product limitations, design constraints, and non-conformance with industry standards.

• Define installation, configuration, and application support requirements across mechanical, electrical and software components.

Requirements :

• Advanced knowledge of electrical/electronic systems, power management, and computing platforms.

• Demonstrated expertise in troubleshooting and resolving technical issues (both theoretical and hands-on).

• Strong technical writing skills with the ability to translate complex concepts into clear, actionable documentation.

• Excellent problem-solving skills with a detail-oriented and results-driven mindset, particularly under time-sensitive conditions.

• Strong communication skills (verbal and written).

• Proven ability to manage customer relationships and deliver a positive customer experience.

• Ability to work independently, prioritize tasks, and make sound decisions.

• Willing to travel 25%, including occasional international travel.

Work Environment   – Office :

• Primarily office-based with regular use of standard office equipment.

• May require periodic access to manufacturing or production areas; adherence to safety protocols and use of PPE required.

Prepared by:  Human Resources

Approved by:  Technical Services Manager