Field Service Technician

A global leader in materials science and digital identification solutions is seeking a Field Service Technician to join their team. The ideal candidate will possess excellent technical skills, strong problem-solving abilities, and exceptional customer service skills.

• Installation & System Integration:

  • Install and integrate advanced systems and equipment, ensuring adherence to engineering specifications and quality standards.
  • Collaborate with internal teams to develop customised solutions for high-end or complex customer requirements.
  • Ensure the proper configuration, calibration, and operational readiness of systems upon installation or upgrade.
  • Provide trainings on equipment use, maintenance, and safety procedures to clients

• Troubleshooting & Problem Resolution:

  • Provide diagnostics and troubleshooting for critical or highly technical equipment failures.
  • Resolve escalated customer issues, ensuring minimal downtime and high customer satisfaction.
  • Use data analytics to identify underlying causes of recurring issues and address them proactively.

• Proactive Maintenance & Performance Optimization:

  • Develop predictive maintenance programs to anticipate and prevent equipment failures.
  • Work closely with customers to develop and execute proactive service plans, ensuring systems and equipment are continually optimised for peak performance.
  • Conduct site surveys and audits to assess equipment conditions, making recommendations for upgrades, repairs, or improvements that enhance system longevity and customer ROI.

• Remote Support & Digital Tools Integration:

  • Use remote monitoring tools and AI-based generated video to provide real-time assistance to team and/or customers, reducing the need for on-site visits.
  • Ensure that the service data captured is used to create actionable insights for both field service operations and customer satisfaction.
  • Assist in the integration of digital tools into daily operations, ensuring that engineers are using platforms like ticketing systems, mobile apps, omnichannel, and diagnostic tools effectively.

• Customer Engagement & Relationship Management:

  • Establish and maintain strong relationships with key customers, acting as a trusted advisor for technical solutions and system optimization.
  • Ensure customers are satisfied with service delivery by managing expectations and communicating progress throughout installations, repairs, or service events.
  • Provide technical recommendations for equipment upgrades, system expansions, or new developed technologies that can help customers meet their business goals.

• Process Improvement & Knowledge Sharing:

  • Collaborate with internal teams to continuously improve service delivery processes, ensuring maximum efficiency, cost-effectiveness, and customer satisfaction.
  • Lead post-service reviews to assess the success of service engagements, gather feedback, and identify opportunities for improvement.
  • Contribute to the development of knowledge bases and standard operating procedures (SOPs) to improve consistency and accuracy in service delivery.

• Health, Safety, and Compliance:

  • Ensure that all field service activities comply with industry regulations and safety standards
  • Lead risk assessments for complex installations or repairs to ensure safe working conditions for both field engineers and customers.
  • Promote a culture of safety within the field service team, ensuring that safety training and practices are continually reinforced.

• Reporting & Documentation:

  • Maintain accurate and timely records of all service visits, including technical issues, resolutions, parts used, and time spent.
  • Provide detailed technical reports and service updates to management, including root cause analyses, maintenance schedules, and future service needs.
  • Analyse service data to identify trends, potential service gaps, or opportunities for improvement in the field service operation.

• Experience:

  • Bachelor's degree in Industrial Engineering/Electrical/Mechanical or a related field, or equivalent technical certification/experience
  • Minimum of 2 years experience in the Field Service industry
  • Experience with remote support technologies, such as video assistance, AI Video, and other remote troubleshooting tools.
  • Experience with complex systems and cutting-edge technologies e.g., RPA, IoT, etc is a plus.