Field Service Engineer

Category

Field Service

Job Location

Des Moines, IA, US

Position Type

Full-Time/Regular

The Field Service Engineer is responsible for providing technical support, maintenance, and repair services for equipment or machinery at customer sites. This role involves troubleshooting complex issues, performing diagnostics, and implementing solutions to ensure the efficient operation and functionality of equipment. The Field Service Engineer interacts directly with customers, representing the company and delivering high-quality service to meet customer needs and expectations.

Essential Duties And Responsibilities

• Perform preventive maintenance, troubleshooting, and repairs on equipment or machinery, including mechanical, electrical, and electronic systems, to address issues and minimize downtime.
• Diagnose problems, identify root causes, and implement solutions to resolve equipment malfunctions, ensuring optimal performance and reliability.
• Travel to customer sites to provide on-site technical support, installation, commissioning, and training services for equipment users, ensuring proper setup, operation, and maintenance procedures.
• Interact with customers in a professional and courteous manner, addressing their questions, concerns, and service requests promptly and effectively.
• Analyze equipment performance data, conduct diagnostic tests, and use troubleshooting techniques to identify and resolve complex technical issues, ensuring timely resolution and minimal impact on operations.
• Collaborate with engineering and product development teams to escalate and resolve recurring technical issues, provide feedback on product performance, and contribute to continuous improvement efforts.
• Document service activities, including work performed, parts used, and hours worked, accurately and timely using service reports, work orders, and other documentation tools.
• Provide detailed service reports, findings, and recommendations to customers and internal stakeholders, communicating technical information clearly and concisely.
• Build and maintain positive relationships with customers, acting as a trusted advisor and point of contact for technical support and service-related inquiries.
• Identify opportunities for upselling or cross-selling additional products, services, or maintenance contracts to customers based on their needs and equipment usage.

METRICS

TBD

Supervisory Responsibilities Not applicable.  This position has no direct reports.

Qualifications

• Strong technical aptitude and problem-solving skills, with the ability to analyze complex systems, diagnose issues, and implement effective solutions in a timely manner.
• Excellent communication and interpersonal skills, with the ability to interact professionally with customers, colleagues, and stakeholders, both verbally and in writing.
• Adaptability and flexibility to work independently or as part of a team, manage multiple priorities, and respond to changing customer needs and service requirements.
• Attention to detail and accuracy in completing service tasks, documenting activities, and maintaining records, ensuring compliance with quality standards and service level agreements.
• Commitment to continuous learning and professional development, staying updated on industry trends, technologies, and best practices related to field service engineering and equipment maintenance.

Knowledge & Skills Required

• Comprehensive knowledge of mechanical, electrical, and electronic systems, components, and principles, as well as familiarity with equipment-specific technologies and configurations.
• Proficiency in using diagnostic tools, test equipment, and software applications for equipment diagnostics, repairs, and maintenance tasks.
• Understanding of safety protocols, regulations, and best practices for working in industrial environments, including hazard identification, risk assessment, and personal protective equipment (PPE) usage.

Education & Experience Bachelor's degree in Engineering (Mechanical, Electrical, or related field) or equivalent experience. Master's degree may be preferred.

Experience in field service engineering, equipment maintenance, or a related technical field, with demonstrated expertise in troubleshooting and repairing complex machinery or systems.

CERTIFICATES, LICENSES, REGISTRATIONS

Relevant certifications or licenses may be advantageous, such as Certified Field Service Technician (CFST), Certified Electronics Technician (CET), or manufacturer-specific certifications for equipment or machinery.

PHYSICAL DEMANDS

• Occasional reaching/working overhead, stooping, kneeling, crouching or crawling
• Frequent walking
• Continuous standing and repetitive hand motion
• Lifting requirements include occasional lifting up to 50 pounds, frequent lifting of up to 50 pounds and continuous lifting of up to 15 pounds.