Field Service Engineer

KPM Analytics

3d•Hybrid

About The Position

KPM Analytics is seeking a Field Service Engineer to provide technical field support for their KPM Machine Vision systems. This role involves traveling to customer sites across North America to perform installations, training, preventive maintenance, and repairs. The Field Service Engineer will be the primary contact for site visits and troubleshooting, requiring effective communication and a focus on maximizing customer satisfaction. The position also involves process improvement by analyzing service quality and providing feedback to manufacturing and engineering. Continuous learning and skill development on KPM products are essential.

Requirements

5+ years of Field Service or related field experience.
Experience supporting high-volume processing customers preferred.
BS, Mechanical or Mechatronics Engineering, Electrical Engineering.
Develop and nurture strong relationships with KPM.
Knowledge of principles and processes for providing high-quality customer service.
Skilled with repairing, troubleshooting, installing and equipment.
Rapid learning and application of the latest technology.
Strong knowledge of mechanical and conveyance systems, and electrical systems.
Approach complex tasks and problems by breaking them down systematically.
Compare multiple alternatives.
Notice discrepancies and inconsistencies in available information.
Excellent written and verbal communication skills.
Ability to read/interpret technical diagrams (instrument components).
Ability to multi-task under pressure with minimal supervision.
Make decisions and good judgments of special situations.
Great organizational skills.
Ability to plan and execute travel/customer visits.
Ability to perform service-related tasks (parts removal/installation) at heights between 3-6 feet.
Fluency in English and Spanish is mandatory.

Nice To Haves

Passion for learning innovative technology.
Desire to deliver KPM’s product portfolio.

Responsibilities

Travel to customer sites throughout North America to perform Installation & Training of new process systems.
Perform preventive maintenance and repair activities on KPM brand equipment.
Serve as primary contact for corresponding site visits and troubleshooting.
Provide guidance on the proper use of KPM products.
Maximize customer satisfaction through professional interaction with customers while working on critical issues.
Ensure technical issues are documented and solutions implemented through following established policies and procedures.
Accurately capture customer interactions and case details in Salesforce.
Prepare weekly field reports.
Analyze service quality, redesign processes, and implement improvements.
Provide timely and accurate feedback to the manufacturing and engineering groups.
Engage in continuous learning and cross-training on KPM products.
Consult with other departmental and managerial personnel.
Improve customer service quality results by studying, evaluating, and re-designing processes.