Field Services Engineer(LATAM)

About TOLON

Founded in 1937, TOLON is one of the world's leading laundry equipment manufacturers and a recognized global brand in the commercial laundry industry. Through the JENSEN Group, TOLON has a strong presence in heavy-duty laundries worldwide and is the market leader in Turkey in both OPL (On-Premise Laundry) and industrial laundry segments.

As part of our continued global growth strategy, we are expanding our international service organization and looking for a Field Services Engineer to support our customers, distributors, and service partners throughout Brazil and Latin America.

About the Role

The Field Services Engineer is responsible for managing regional after-sales operations, technical support activities, distributor service development, customer satisfaction, and technical training processes.

The role combines remote support, customer relationship management, distributor development, and onsite field service activities, ensuring the highest standards of technical excellence and customer satisfaction.

Key Responsibilities

After-Sales Operations & Customer Support

• Manage and improve regional after-sales service operations in line with customer needs and company standards.
• Handle technical support requests through the ticketing system and ensure timely resolution.
• Provide remote and onsite troubleshooting support for TOLON equipment.
• Monitor customer satisfaction and implement continuous improvement initiatives.
• Collaborate with internal departments to resolve technical issues efficiently.
• Follow up on field performance and service quality of regional distributors.
• Ensure all service cases are documented and closed effectively.

Distributor Network Management

• Support and develop the regional distributor service network.
• Monitor distributor performance and identify development opportunities.
• Strengthen communication and collaboration with service partners.
• Provide guidance and technical support to distributor teams.
• Coordinate service activities across assigned territories.

Technical Training & Knowledge Development

• Assess technical competency levels of distributors and customers.
• Plan and deliver technical training programs.
• Organize factory training visits and field training activities.
• Prepare technical guidelines, service instructions, troubleshooting procedures, and workflow documentation.
• Participate in software testing and product validation activities.
• Support distributors, end-users, and suppliers in resolving technical challenges.

Warranty & Service Excellence

• Review and evaluate warranty claims.
• Support distributors and customers throughout warranty processes.
• Coordinate with internal stakeholders to ensure timely claim resolutions.
• Contribute to the continuous improvement of spare parts, warranty, and technical support operations.

Trade Shows & Industry Events

• Represent TOLON's Service Team at regional and international exhibitions.
• Provide hands-on technical support during trade fairs and customer events.

Qualifications

Bachelor's Degree in Electrical Engineering, Electronics Engineering, Mechatronics Engineering, Automation Engineering, or a related field

OR

Minimum 5 years of technical service experience in industrial laundry equipment, commercial laundry systems, or similar electromechanical industries

Required Skills

• Fluent Portuguese and English (written and spoken)
• Spanish proficiency is highly desirable
• Strong troubleshooting skills in electrical, electronic, and electromechanical systems
• Experience with CRM, after-sales, or service management systems is an advantage
• Good knowledge of Microsoft Office applications
• Excellent communication and relationship-management skills
• Ability to work independently in a remote and international environment
• Valid driver's license
• Willingness to travel up to 50% of working time

What We Offer

• Opportunity to join a globally growing industrial technology company
• International work environment with regional responsibilities across Latin America
• Professional development and technical training opportunities
• Dynamic role combining customer interaction, technical expertise, and business impact
• Exposure to leading laundry technologies and global industry projects

Apply Now

If you are passionate about technology, customer success, and international field service operations, we would love to hear from you.