Field Engineer L1

Scope and Purpose:

• Ensure all Installation of Equipment’s with site acceptance test, Operator trainings and site support are carried out as per agreed Service Level Agreement with client.
• As agreed with client, plan and provide timely periodic Preventive Maintenance of Systems with 100 per cent completion of all AMC Contractual provisions.
• Provide exemplary customer service to internal & external customers and ensure all customer interactions support our Customer First philosophy “Creating Confidence”. Ensure to always communicate well in advance with customer and mutually agree on a schedule for Corrective Maintenance, change in CM dates, SW upgrade, Parts Supply ETC.
• Conduct technical trainings as and when necessary.

Key Responsible Area 2: Business Performance

• Ensure to sufficiently prepare every required CM/PM tool kit, SW, spare parts are available or required site in advance and complete the job. Submit a complete report of work carried out, intend for parts replenishment for customer site when required.
• Ensure to precisely record details of each preventive maintenance or installation job indicating machine details, parts consumed defects/symptom and where necessary ensure that all parts consumed are recorded with proper description and qty and they are available for analysis and parts planning.
• Participate with Field Engineers & help desk to resolve technically complex issues related to service & product complaints to upskill the product knowledge. Participate in evaluation, research & recommend appropriate and timely resolution.
• Strive to achieve a high level of technical knowledge and using product documentations and coordinate with fellow Field Engineers to gain/share the knowledge / information to upskill the capabilities related to service & products.
• Participate in analysis and finding root cause of escalated customer product & service issues and assist the Field Engineers to resolve the same. When needed verify appropriate requirements (warranty verification, parts support etc.) to satisfy customers while adhering to company policy. Ensure to avoid further repetition of similar.
• Propose and build-up of process improvement tools and procedures to enhance the efficiency of works.

Key Responsible Area 3: Professionalism

• Ensure accurate & complete documentation/system entry for Preventive Maintenance, Corrective Maintenance, Installations etc. including various time lines taken for performance tracking.
• Demonstrate efficient & optimal use of resources, be a team player to achieve highest customer satisfaction levels.
• Valuing and protecting the company’s brand, reputation and interests at all times.

Qualifications & Skills:

• Bachelor's degree in Engineering or similar.
• 5 to 8 years’ of experience as a Field Engineer in a similar industry, preferably in the Africa/ Middle East region.
• Fluency in written and spoken English is mandatory.
• Language skills in Arabic/ Portuguese languages will be a definitive advantage.
• Excellent interpersonal and communication skills.
• Exceptional organizational and time-management skills.
• Knowledge of engineering drawings and specifications.
• Good communication skills.
• Ability to work in teams and flexibility.
• Proficient in MS Office Applications ( Word, PowerPoint, Excel).
• Candidate must be willing to travel extensively world-wide, also ready for longer stays abroad.