Field Service Engineer Meat NA

Wesleyan University • Des Moines, IA

95d

About The Position

The Field Service Engineer (FSE) is the front-line field service representative and is responsible for fulfilling the customer’s expectations during field service activities. The FSE is experienced in Marel equipment (or equivalent) and works independently, solving technical and/or technological issues for a standard product process. The FSE may mentor junior FSEs and provide basic training.

Requirements

• Knowledge of principles and processes for providing customer and personal services.
• Ability to execute agreed tasks & deadlines against performance criteria (KPI).
• Result orientation, ability to follow through and respect deadlines.
• Customer face-to-face interaction skills and commercial service skills.
• Social perceptiveness.
• Technical competence in an engineering discipline.
• Computer literate.
• Good grammar and communication skills.

Nice To Haves

• Degree in Mechanical, Electrical and/or Software engineering or similar knowledge level.
• Technical college degree preferred.
• Recognized product training on food processing equipment preferred.
• Strong communicator with analytical skill and the ability to work under pressure.
• Experience with and comfort working in a multi-cultural, multi-discipline organization.

Responsibilities

• Ensures excellent performance of troubleshooting, repair, installation, maintenance, customer training and/or general support for Marel machinery at customer facilities.
• Maintains own skills and is technically proficient in the skills necessary to install, trouble-shoot, repair and train customers on Marel equipment / solutions and carry out routine maintenance jobs.
• Ensures quality and disciplined preparation and reporting of the visits to update customer support coordinators and field service administrators to ensure best possible customer outcome.
• Sets priorities in accordance with the needs of the company and the customer.
• Ensures the customer will experience a confident, emphatic and competent service from the organization.
• Escalates matters when service delivery to the customer is compromised according to the company’s processes.
• Secures a meeting with the customer upon arrival onsite and receives briefing from the customer.
• Prepares and executes the work as agreed with the customer.
• Manages the customer experience and identifies sales and service opportunities.
• Identifies, updates, and validates information of the Installed Base.
• Processes hours and expenses, and performs technical reporting.
• Keeps stakeholders informed and updated.
• Informs the Customer Support about arrival time if outside of expected window.
• Confirms reception of a work order to the resource planner.
• Updates Customer Support and customer on progress of the work.
• Debriefs customer on work done and performance of the machine.
• Reports on quality issues and non-conformity (NCR).
• Performs other duties as assigned by the business.

Benefits

• Medical, Dental, life insurance, short-term and long-term disability, family leave, vision coverage, and a matched 401(k) plan.

What This Job Offers

• Education Level: Bachelor's degree
• Number of Employees: 1,001-5,000 employees