Field Service Engineer

Ipsen International•Eastern PA, PA

14d•Remote

About The Position

Ipsen is a Drug Free Workplace The Field Service Engineer role is a remote position servicing the Eastern PA area . Travel up to 90% of the time is required, including extended travel, and must have a home base within Eastern PA area . This role involves extended travel during the training period, with assignments that may require being away for up to two weeks at a time. The full training period may last between 6 months to 1 year, depending on individual development and business needs. Summary Plans and coordinates assignments as directed by the HUB Lead or Regional Service Manager. This includes installation, upgrading, and/or troubleshooting technical issues, performing scheduled maintenance and calibration services. Ensures first class service performance in quality of execution, speed of repair as well as appearance towards the customer. Essential Duties and Responsibilities Installs and starts up new equipment, or modifies existing equipment at customer's facility, to ensure proper operational functionality according to the equipment specification & scope of work outlined in the Sales Order or Field Service work instruction. Review project scope of supply and budget allowance, and work within the allocated parameters. Execute and identify technical issues and service jobs of heat treatment equipment at the customer site to provide on-site technical assistance to help repair, troubleshoot, perform preventative maintenance, calibrations, etc. Reviews equipment reports and documentation from the customer and other field representatives to aid in troubleshooting equipment faults. Analyzes results and makes recommendations for repair or replacement of faulty components, and/or other corrective actions. Coordinates problem solving activities through central support structure, including Tech Support, AMS Parts group, Engineering, or Customer Service Managers, to expedite required repairs. Identify and promote up-/cross-selling potential for services of heat treatment equipment at the customer site. Function as first point of contact for customers with existing service contracts. Plan and schedule service jobs in coordination with the Regional Service Manager. Accurately and timely record hours worked, job assignments, and submit expense reports. Document performed service jobs and record possible warranty claims Trains on essential skills through workshops, bulletins, and on-the-job shadowing, based on field insights and company offerings. May be required to attend Ipsen FSE Academy located in Cherry Valley, IL. Develops and conducts customer training on the equipment in a safe manner, covering both the equipment and related components. Works safely and follows all Ipsen safety protocols and policies. This includes strict adherence to Lock-Out/Tag-Out, Confined Space protocols, etc., as well as customer site-specific safety trainings. During slow or open time, the FSE will schedule courtesy customer visits to inspect equipment and advise customers to any potential service needs.

Requirements

Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Ability to promote a professional appearance and represent Ipsen positively.
Ability to calculate figures and amounts, proportions, percentages, area, circumference, and volume.
Ability to apply concepts of basic algebra and geometry, service area, volume, and pressures.
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Knowledge of basic computer operations and software programs.
Possess strong mechanical and electrical aptitude and skills.
Possess good problem-solving and troubleshooting skills with hands-on mentality.
Ability to work independently with minimal supervision and key decision-making skills.
Possess strong customer service focused mentality.
Must have a current, valid driver’s license and service automobile insurance coverage as stated in the Ipsen Travel Policy.
Ability to travel up to 90% of the time, mostly domestic with occasional international.
High School Diploma or GED equivalent required.
2 years of related industrial equipment operation and/or maintenance experience and completion of an intensive industry training program or 4+ years of related industrial equipment operation and/or maintenance experience.

Nice To Haves

Experience in equipment calibration, pyrometry, vacuum, thermal and TUS experience preferred.

Responsibilities

Installs and starts up new equipment, or modifies existing equipment at customer's facility, to ensure proper operational functionality according to the equipment specification & scope of work outlined in the Sales Order or Field Service work instruction.
Review project scope of supply and budget allowance, and work within the allocated parameters.
Execute and identify technical issues and service jobs of heat treatment equipment at the customer site to provide on-site technical assistance to help repair, troubleshoot, perform preventative maintenance, calibrations, etc.
Reviews equipment reports and documentation from the customer and other field representatives to aid in troubleshooting equipment faults.
Analyzes results and makes recommendations for repair or replacement of faulty components, and/or other corrective actions.
Coordinates problem solving activities through central support structure, including Tech Support, AMS Parts group, Engineering, or Customer Service Managers, to expedite required repairs.
Identify and promote up-/cross-selling potential for services of heat treatment equipment at the customer site.
Function as first point of contact for customers with existing service contracts.
Plan and schedule service jobs in coordination with the Regional Service Manager.
Accurately and timely record hours worked, job assignments, and submit expense reports.
Document performed service jobs and record possible warranty claims
Trains on essential skills through workshops, bulletins, and on-the-job shadowing, based on field insights and company offerings.
May be required to attend Ipsen FSE Academy located in Cherry Valley, IL.
Develops and conducts customer training on the equipment in a safe manner, covering both the equipment and related components.
Works safely and follows all Ipsen safety protocols and policies. This includes strict adherence to Lock-Out/Tag-Out, Confined Space protocols, etc., as well as customer site-specific safety trainings.
During slow or open time, the FSE will schedule courtesy customer visits to inspect equipment and advise customers to any potential service needs.