Field Service Engineer

IDEX•Westwood, MA

About The Position

The Field Service Engineer provides professional, responsive technical service and support to customers across the MPT product portfolio. The role performs installation, commissioning, preventive maintenance, troubleshooting, repair, and technical support at customer sites. It serves as a key technical interface with customers and works with Technical Sales Coordinators, Engineering, Customer Service, Planning, and Regional Sales Managers to resolve technical issues, support equipment performance, and identify opportunities to further support customers. Regular travel to customer locations is essential, and the position may require responding to customer needs at short notice. Travel may include overnight stays and domestic or international trips, depending on business requirements. The engineer works in offices, manufacturing facilities, production floors, workshops, and customer sites, following site safety requirements and using appropriate personal protective equipment. The compensation range is $69,200 to $103,800, depending on experience. The position may be eligible for a performance-based bonus. U.S. benefits include health benefits, a 401(k) retirement savings program with company match, PTO, and more.

Requirements

Relevant experience may include field service, commissioning, equipment maintenance, or industrial technical support.
Experience with industrial process or manufacturing equipment is relevant.
Mechanical equipment fault-finding and maintenance experience is relevant.
Electrical, controls, instrumentation, or pneumatic troubleshooting experience is relevant.
Experience working directly with customers in an industrial or manufacturing environment is relevant.
Strong fault-finding and troubleshooting capability.
Ability to diagnose and communicate technical problems accurately and clearly.
Good understanding of mechanical engineering principles.
Working knowledge of electrical systems, controls, instrumentation, and pneumatics.
Ability to read and interpret technical documentation, drawings, manuals, and schematics.
Good understanding of health and safety requirements associated with industrial field service.
Strong customer-service orientation and clear verbal and written communication skills.
Professional confidence working independently at customer facilities.
Ability to explain technical information to technical and non-technical audiences.
Organization and ability to manage priorities while travelling.
Good judgment about when to resolve an issue independently and when to engage specialist support.
Collaborative approach with colleagues across Sales, Engineering, Customer Service, and Aftermarket.
Working knowledge of Microsoft Office, including Word, Excel, PowerPoint, Outlook, and Teams.
Working knowledge of JDE or equivalent ERP systems for customer, equipment, parts, and quotation information.
Working knowledge of Concur or equivalent travel and expense management systems.
Ability to use company service reporting and documentation systems as applicable.
Ability to travel regularly to customer sites and at short notice when required; travel may include overnight stays and domestic or international travel.
Ability to work in office and industrial/manufacturing environments, stand, walk, sit, communicate, and work around industrial equipment for extended periods, and occasionally lift or move components weighing up to approximately 40 lbs subject to safe-working practices.

Nice To Haves

A relevant technical qualification, apprenticeship, or equivalent practical experience in mechanical, electrical, controls, mechatronics, or a related engineering discipline is preferred.
Basic understanding of PLC hardware and software is advantageous; further training may be provided.
A valid driver's license is preferred.

Responsibilities

Perform service, preventive maintenance, troubleshooting, repair, installation, and commissioning at customer sites.
Diagnose mechanical, electrical, controls, instrumentation, pneumatic, and process-related equipment issues within the individual's training and competence.
Diagnose technical problems accurately and recommend corrective actions.
Provide remote troubleshooting support when appropriate.
Provide technical guidance and equipment training to customers' engineers and operators.
Escalate complex technical issues to Engineering or other internal specialists when needed.
Represent the company professionally during customer interactions and site visits.
Communicate work performed, equipment condition, outstanding issues, and recommended follow-up actions to customers.
Coordinate customer feedback and technical information with relevant internal departments.
Develop customer relationships and contribute to a positive customer experience.
Identify potential needs for spare parts, service, upgrades, training, or additional technical support and communicate them to the appropriate internal team.
Coordinate customer site visits with the Field Service team, Technical Sales Coordinators, and Regional Sales Managers.
Plan and book travel and accommodation in accordance with company policies.
Prepare and maintain risk assessments, method statements, permits, and other site documentation.
Complete clear, accurate, descriptive, and timely service reports after customer visits.
Maintain technical and safety documentation required for on-site services.
Submit timesheets, travel expenses, and other administrative documentation accurately and on time.
Support preparation of spare parts and service quotations when required.
Perform work in accordance with company and customer health and safety requirements.
Complete risk assessments before and during customer site activities.
Maintain required safety qualifications, certifications, and contractor documentation.
Identify and communicate unsafe conditions or practices encountered during field activities.
Follow customer site procedures and applicable company policies.
Complete required technical and safety training and develop knowledge across the MPT product portfolio.