Field Service Engineer (Senior to Manager level)

Job Summary

The Field Service Manager is responsible for managing and leading the field service team to ensure effective installation, commissioning, troubleshooting, maintenance, and technical support for automation equipment at customers’ sites locally and overseas. The role focuses on customer satisfaction, service quality, operational efficiency, and timely resolution of technical issues.

Key Responsibilities

1. Lead, manage, and develop the field service team, including engineers and technicians, to ensure effective service delivery.
2. Plan and coordinate equipment installation, commissioning, preventive maintenance, troubleshooting, and repair activities at customer sites.
3. Manage customer service requests, technical escalations, and on-site support to ensure timely resolution of issues.
4. Work closely with Engineering, Project Management, Production, and Quality teams to resolve technical problems and improve equipment performance.
5. Monitor field service performance, response time, service quality, customer satisfaction, and team productivity.
6. Develop and implement service procedures, maintenance plans, and continuous improvement initiatives.
7. Manage service resources, manpower allocation, travel arrangements, and service-related costs.
8. Build and maintain strong relationships with customers and provide professional technical support.
9. Prepare service reports, analyse recurring equipment issues, and recommend corrective and preventive actions.
10. Ensure compliance with company procedures, customer requirements, workplace safety standards, and relevant regulations.
11. Support customer training, technical documentation, and knowledge-sharing activities.
12. Perform other duties and responsibilities as assigned by management.

Requirements

1. Bachelor's degree or diploma in Mechanical Engineering, Electrical Engineering, Mechatronics, Automation, or a related field.
2. Minimum 5–8 years of experience in field service, equipment installation, commissioning, troubleshooting, or technical support, preferably in the automation or semiconductor equipment industry.
3. At least 2–3 years of experience in a supervisory or managerial role.
4. Strong technical knowledge of automation equipment, electrical and mechanical systems, PLCs, sensors, motion control, and industrial control systems.
5. Proven experience managing field service teams and coordinating on-site customer support.
6. Strong troubleshooting, problem-solving, project coordination, and decision-making skills.
7. Excellent communication, customer relationship management, and leadership skills.
8. Willingness to travel locally and internationally as required.
9. Able to work independently under pressure and manage multiple service activities effectively.

Preferred Qualifications

• Experience in semiconductor, electronics, medical, or other automated manufacturing equipment.
• Experience handling overseas customers and international service teams.
• Knowledge of service KPIs, root cause analysis, preventive maintenance, and continuous improvement.
• Experience in technical training, service documentation, and customer escalation management.

Additional Job Requirements

• Willing to travel overseas frequently to support equipment installation, commissioning, troubleshooting, and customer service activities.
• Able to provide on-call technical support outside normal working hours when required, including weekends and public holidays.
• Responsive and able to handle urgent customer issues and technical escalations within the required timeframe.