Field Service Engineer

Description

 

Ipsen is a drug free workplace
 The Field Service Engineer role is a remote position servicing the Northwest US. Travel up to 90% of the time is required, including extended travel, and must have a home base within the area's of Seattle or Tacoma WA. 
 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 Regional Service Manager, this shall include installation and startup of new Customer equipment, upgrading existing equipment, troubleshooting technical problems, preforming scheduled maintenance and calibration services. Must be able to establish good working relationships with customers through positive results and to promote other service and part offerings on existing equipment including our ability to work on Brand X equipment eliminating future operational or service difficulties.

Essential Duties and Responsibilities include the following. Other duties may be Assigned at Managements discretion.

• Installs and starts up new equipment, or modifies existing equipment at customer's facility to ensure proper operational functionality according to the equipment specification, and scope of work outlined in the Sales Order or Field Service work instruction.
• Provides on-site technical assistance to help repair equipment, reviews equipment reports and documentation from the customer and other field representative’s to aid in trouble-shooting equipment faults. Then tests and inspects equipment to determine root cause of the malfunction.
• Analyzes results and makes a recommendation for repair or replacement of faulty components, 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.
• Maintains records of customer site visits, and detail service reports of work performed on equipment. Reports are directed to the RSM and service administrator on a weekly basis.
• Analyzes reports of technical problems to determine trends of faulty designs, (design, production, service, maintenance processes) and makes recommends for modifications to eliminate reoccurring problems.
• Provides a communication link between the Customer and the RSM to ensure that expedient and quality service is provided to the customer.
• Upon assignment of new projects, the FSE will reviews project scope of supply and the budget allowance and work within the allocated parameters. If an issue arises they must be reported to the RSM immediately.
• During slow or open time, the FSE engineer will schedule courtesy customer visits to inspect equipment and advise customers to any potential service needs.
• Develops and conducts customer training on the equipment in a safe manor covering both the equipment and related components.
• Demonstrates advanced concepts while promoting an environment that encourages questions and involvement for trainees, team members and customers.
• Works with FSE to train on required skillsets by: utilizing training handouts or bulletins based on field investigations, engineering changes, and overall knowledge of products and company offerings. When possible, shadowing to accomplish on the job execution of training activities.
• Utilizes any open or indirect time to prioritize any potential training with the FSE.
• Works with RSM and FSE to schedule any open time for continuous training via shadow on job training.

Competencies:

To perform the job successfully, an individual should demonstrate the following competencies:

• Design - Generates creative solutions; Translates concepts and information into images; Uses feedback to modify designs; Applies design principles; Demonstrates attention to detail.
• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
• Project Management - Develops project plans; Communicates changes and progress; Completes projects on time and budget.
• Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills;
• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; R