Field Service Engineer

Role Overview

• Delivers technical support (both onsite and remote) and maintenance services to customers, performing troubleshooting, repair, and installation of products and services with moderate independence, while adhering to regulatory guidelines and company standards.
• Documents service activities in detail, including diagnostics, resolutions, test procedures, and case status, ensuring accuracy and completeness to maintain transparency and traceability.
• Works under direct supervision, following established processes, and using independent judgment to ensure compliance with operational policies and the delivery of consistent, high-quality service.
• Tracks and records customer interaction time, parts usage, and service outcomes in real-time with high accuracy, contributing to operational efficiency and accountability.
• Prepares for service visits by diagnosing issues, organizing necessary parts, and formulating clear action plans, striving for first-visit resolution to enhance customer satisfaction and service effectiveness.
• Assists in addressing customer escalations, complaints, and feedback, coordinating the implementation of action plans to resolve issues efficiently and maintain customer trust.
• Executes service tasks in the field, utilizing diagnostic tools and troubleshooting techniques, while managing more complex issues and ensuring smooth operation and reliability of products.
• Supports business growth by identifying potential sales opportunities or value-added services during field service visits, actively engaging with customers to enhance overall service delivery.
• Expands knowledge of assigned products and services continuously, seeking opportunities for improvement in service delivery to maintain high standards of customer support and technical expertise.

Requirements

• Minimum 2 years of experience with vocational education in areas such as IT, Network Diagnosis, System Connectivity, Remote Service within Engineering, Medical, Science related environment, or equivalent.
• Regulatory Compliance
• Data Analysis & Interpretation
• Root Cause Analysis (RCA)
• Troubleshooting
• Escalation Management
• Service Operations
• Technical Documentation
• Customer Service
• KPI Monitoring and Reporting
• Product Installation
• Product Repair & Maintenance

Benefits

• We believe that we are better together than apart.
• Onsite roles require full-time presence in the company’s facilities.