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28 Nov 2017

West Coast Service Engineer-Central California

Posted by Mark Teague, mark@producecareers.com – Anywhere

Job Description

Job #32444

1.1       Goal of the function

 

The overall purpose of the Service Engineer is to maximize customer satisfaction and improve company image and products through rapid and adequate response to help desk questions and solve technical malfunctions.  Customer satisfaction should be delivered by minimizing downtime by carrying out service assignments and repairs as soon as possible.  As service orders are being completed, it is imperative to have a mindset of maximizing the direct profit contribution and sales volume of existing and new customers.  Service Engineers can increase sales volume hours and parts by recommending additional work needed while reducing internal and external costs of failures by carrying out installation work, commissioning, maintenance and repair tasks properly within one sitting.

 

1.2       Position within the organization

The Service Engineer will report directly to the Service Manager.

1.3       Core tasks and responsibilities

 

1.3.1      Commissioning and training

  1. Inspect, test, and commission climate computers, software, networks, water equipment, and other products from the company and/or third parties
  2. Install, configure and commission labor registration systems and software updates
  3. Provide first user instructions on the operation and application third party products

1.3.2      Preventive maintenance on site

  1. Provide technical advice to customers for preventative maintenance purposes
  2. Carry out preventive and condition-based maintenance per work order instructions
  3. Assess and test measurement- and control systems within the greenhouse for correct operation
  4. Keep abreast of malfunction administration and modifications made in the customer’s system
  5. Being able to identify opportunities and additional work needed while completing maintenance service request
  6. Generate commercial leads towards sales office and sales manager

1.3.3      Helpdesk

  1. Friendly, rapid and adequate customer assistance about questions regarding service and maintenance
  2. Rapid and adequate response and telephone support for customers to ensure and optimize the proper operation of products
  3. Resolve help desk questions independently by logging into the customer’s system and guide the customer along while doing so
  4. Convey (if necessary) specialized questions and identified problems to the Technical Sales Engineer and/or Senior Service Engineer
  5. Accurate, complete and timely registration of incidents and hours spent in the ERP system in accordance with the applicable procedures.

1.3.4      Solve malfunctions

  1. Complete periodic repair service (7 days, 24 hours) based on the applicable schedule
  2. Investigate and resolve malfunction messages by diagnosing and analyzing cause(s)
  3. Initiate the proper action in order to remedy the customer’s malfunction as soon as possible
  4. Convey malfunctions to Customer Service Manager should coordination be necessary between different disciplines (manufacturing, suppliers, service, etc.)
  5. Provide feedback to relevant internal department about cause, effect, corrective and preventive measures (sales, shipping, assembly, manufacture and/or purchasing)

1.3.5      Manage service truck and stock of service parts

  1. Ensure presentable appearance and effective design of the service truck
  2. Order and replenish supplies
  3. Register use of service parts and manage the stock

 

  1. 1.3.6      Administration and registration
  1. Ensure accurate, complete and immediate recording of activities on the work order carried out by customer’s request: registration of km driven, hours worked and parts used
  2. Explain registration to customer and ensure signature by customer
  3. Identify, obtain approval, and register additional work while carrying out maintenance and/or installation tasks

 

  1. 1.3.7      Order, cleanliness, safety and environment
  1. Maintain workplace cleanliness
  2. Use personal protective equipment provided by the company
  3. Comply with all safety instructions, priority rules, and environmental regulations

 1.4       Authority

  1. Refuse activities that violate safety standards
  2. Independent purchase of tools, parts and other needs necessary to carry out work orders on time
  3. Order and pick parts required for the performance of service, maintenance and repair
  4. Reject and block purchases that do not meet specifications and quality requirements

1.5       Job requirements

  1. Intermediate Vocational Education of Electrical Engineering supplemented with various technical courses in the field of automation, networking or measurement- and control technology and in possession of required certificates
  2. At least 2- 5 years of practical experience in the field of electro-technical plants, water equipment, process automation or measurement- and control technology and automated stock records
  3. Practical general knowledge of automation, networking, software, etc.
  4. Technological understanding about the implementation and operation of the product range in the field of climate, energy, water, food and work registration.
  5. Customer service mindset and professional appearance
  6. Team player mindset with the ability to function in an independent environment as well
  7. Demonstrate analytical, communication, and social skills
  8. Willingness to carry out repair services
  9. Improvisational ability, flexible, thorough, careful, neat and accurate work

 

Please contact Mark Teague, mark@producecareers.com

Job Categories: Engineering, Maintenance. Job Types: West Coast. Job expires in Endless.

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