Field Service Engineer

Scope and Authority

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.

Main Tasks

The FSE:

• Ensures excellent performance of troubleshooting, repair, installation, maintenance, customer training and/or general support for JBT Marel machinery at customer facilities. This includes activities like preparation of installation and maintenance activities, aftercare of new installations and keeping in close contact with the customer and report the progress.

• Maintains own skills and is technically proficient in the skills necessary to install, trouble-shoot, repair and train customers on JBT Marel equipment / solutions and carry out routine maintenance jobs

• Ensures quality and disciplined preparation and reporting of the visits to update customer support coordinators and field service administrators to ensure best possible customer outcome

• 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

• Ensures that in situations where the service delivery to the customer is compromised the Field Service Engineer will escalate the matter according the company’s processes to ensure the right support to the customer

• Follows company processes consistently:

• Secure a meeting with the customer upon arrival onsite and receive 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

• Technical reporting

• Keep stakeholders informed and updated

• Inform the Customer Support about arrival time if outside of expected window

• Confirm reception of a work order to the resource planner

• Update Customer Support and customer on progress of the work

• Debrief customer on work done and performance of the machine

• Report on quality issues and non-conformity (NCR)

• Other duties assigned as required by the business        

Skills and Abilities

• Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.

• 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         

Education, Knowledge, and Experience

• 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          

Commitment to Global Safety

As a JBT Marel employee you are expected to respect internal rules and actively contribute to the delivery of the corporate Safety policy and guidance to ensure JBT Marel is a safe place to work.

JBT Marel Vision and Values

In partnership with our customers we are transforming the way food is processed. Our vision is of a world where quality food is produced sustainably and affordably. JBT Marel’s core values are: Unity, Innovation and Excellence.