[Hiring] Field Service Engineer @JBT Marel

Role Description

The Field Service Engineer (FSE) is the front-line field service representative and is responsible for fulfilling the customer's expectations during field service activities. The FSE is experienced in JBT Marel equipment (or equivalent) and works independently, solving technical and/or technological issues for a standard product process. The FSE may mentor junior FSEs and provide basic training. Candidates need to reside in the Midwestern area of the United States.

Main Tasks

• Ensures excellent performance of troubleshooting, repair, installation, maintenance, customer training and/or general support for JBT Marel machinery at customer facilities.
• Maintains own skills and is technically proficient in the skills necessary to install, troubleshoot, repair and train customers on JBT Marel equipment/solutions.
• Ensures quality and disciplined preparation and reporting of the visits to update customer support coordinators and field service administrators.
• Sets priorities in accordance with the needs of the company and the customer.
• Ensures the customer will experience a confident, emphatic and competent service from the organization.
• Escalates matters when service delivery to the customer is compromised according to the company's processes.
• Follows company processes consistently, including:
• Securing a meeting with the customer upon arrival onsite and receiving briefing from the customer.
• Preparing and executing the work as agreed with the customer.
• Managing the customer experience.
• Identifying sales and service opportunities.
• Identifying/updating/validating information of the Installed Base.
• Processing hours and expenses.
• Technical reporting.
• Keeping stakeholders informed and updated.
• Informing the Customer Support about arrival time if outside of expected window.
• Confirming reception of a work order to the resource planner.
• Updating Customer Support and customer on progress of the work.
• Debriefing customer on work done and performance of the machine.
• Reporting on quality issues and non-conformity (NCR).
• Other duties assigned as required by the business.

Qualifications

• Knowledge of principles and processes for providing customer and personal services.
• Ability to execute agreed tasks & deadlines against performance criteria (KPI).
• Result orientation, ability to follow through and respect deadlines.
• Customer face-to-face interaction skills and commercial service skills.
• Social perceptiveness.
• Technical competence in an engineering discipline.
• Computer literate.
• Good grammar and communication skills.

Requirements

• Degree in Mechanical, Electrical and/or Software engineering or similar knowledge level.
• Technical college degree preferred.
• Recognized product training on food processing equipment preferred.
• Strong communicator with analytical skill and the ability to work under pressure.
• Excellent English skills, both written and verbal.
• Experience with and comfort working in a multi-cultural, multi-discipline organization is an advantage.

Benefits

• Medical, Dental, life insurance, short-term and long-term disability, family leave, vision coverage, and a matched 401(k) plan.