Field Service Engineer Meat

About This Role

The Field Service Engineer (FSE) is the primary field service representative, responsible for meeting customer expectations during service activities. This role involves working independently to resolve technical and technological issues for standard product processes, often with Marel equipment or equivalents. The FSE may also mentor junior engineers and provide basic training.

Responsibilities

• Ensure excellent performance of troubleshooting, repair, installation, maintenance, customer training, and general support for JBT Marel machinery at customer facilities
• Prepare for installation and maintenance activities, provide aftercare for new installations, maintain close contact with customers, and report progress
• Maintain personal skills and technical proficiency to install, troubleshoot, repair, and train customers on JBT Marel equipment/solutions, and carry out routine maintenance jobs
• Ensure quality and disciplined preparation and reporting of visits to update customer support coordinators and field service administrators for the best possible customer outcome
• Set priorities in accordance with company and customer needs
• Ensure the customer experiences confident, empathetic, and competent service from the organization
• Escalate matters according to company processes when service delivery is compromised, to ensure appropriate customer support
• Follow company processes consistently
• Secure a meeting with the customer upon arrival onsite and receive a briefing from the customer
• Prepare and execute the work as agreed with the customer
• Manage the customer experience
• Identify sales and service opportunities
• Identify/update/validate information of the Installed Base
• Process hours and expenses
• Provide technical reporting
• Keep stakeholders informed and updated
• Inform Customer Support about arrival time if outside of the expected window
• Confirm reception of a work order to the resource planner
• Update Customer Support and the customer on the progress of the work
• Debrief the customer on work done and machine performance
• Report on quality issues and non-conformity (NCR)
• Perform other assigned duties as required by the business

Requirements

• Knowledge of principles and processes for providing customer and personal services, including customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction
• Ability to execute agreed tasks and deadlines against performance criteria (KPI)
• Result orientation, ability to follow through and respect deadlines
• Customer face-to-face interaction skills and commercial service skills