Field Service Engineer

Key Accountabilities

• The prompt and satisfactory diagnosis, repair and test of faulty instruments
• Management of effective and reliable maintenance programme for specified customer instruments, in line with defined maintenance activity schedules and frequency requirements
• The provision of efficient and timely installation of new instruments, including performance of Installation and Operation Qualification (IQ/OQ) procedures as applicable.
• Adherence to a quality of service in line with company policies and procedures
• In achieving the objective outlined above FSE’s must undertake the following responsibilities:
• Maintain frequent communication with Service Administrator advising of all intended activity, locations and future commitments. In the event that urgent attendance for repair is not required, the FSE must devise a programme of activity for the following working day and notify the Service Administrator.  In the event no activity is planned the Service Administrator must be notified to highlight availability.
• Communication of planned arrival dates and times at customer premises to customer.
• Communication with other Werfen employees (e.g. Area Account Managers and Application Specialists) to advise of or escalate issues arising in line with escalation procedure
• Management of a preventative maintenance programme in accordance with the needs of each specified customer and company policies.
• Differentiation of customer base, weighing urgency and effect of activity required, in conjunction with Service Administrator and Service Area Manager.
• Maintain professional conduct, acting in a manner which is polite, interested and committed at all times when customer facing and in communication with other Werfen employees.
• Completion of accurate and detailed electronic ‘Incident Reports’, , with entry into Werfen computer systems following each completed visit.
• Completion of Preventative Maintenance records as appropriate for instrument type, ensuring all tasks documented are completed correctly, with supporting evidence and all field entries completed as indicated and required to maintain quality standards.
• The maintenance of ‘open calls’ activity within SAP to detail planned, in progress, held and unplanned activity pending.
• To maintain a full set of tools and test equipment and ensure spare part inventory for equipment range to be serviced is available.
• Identification of part numbers required for repair
• Communication and availability
  • All email and telephone communication must be responded to in a timely manner.
  • During routine office hours FSE’s must remain available for communication, responding to any messages left within a reasonable time frame.
  • Any tracking system in operation must be activated during working hours.
  • Where covering helpdesk during working days or at weekends, customer communication should occur within 30 minutes and must occur within 60 minutes of the support request being received by the company.
  • When on a customer site, report to the appropriate location specified for each customer.
• Review all supplied technical information, updates and best practice guides.
• Participation with a weekend ‘on call’ rota for urgent telephone support.
• On completion of service activity, perform the relevant final test procedures and present the completed service report to the person in charge for signature at the completion – this applies to all work. Electronic service records present within instrument software must be maintained.
• Maintenance of communication with customers who are experiencing persistent problems and escalation in line with company procedure.
• Completion and return all required reports, paperwork and expenses at the required intervals
• Maintenance all company property entrusted to you, ensuring all is kept in a good working condition. Company vehicles must be kept clean both inside and out and maintained in a road worthy state. Parts and tools should be hidden from view when left in vehicles; safety should always be considered and carrying of heavy items within the cabin of the car avoided.
• Occasional Helpdesk cover to support Technical Support Team where required to cover training / meetings etc.
• Assist with customer education and appropriate levels of maintenance / repair of instrumentation.
• Efficient management of workload, ensuring activity is not carried forward to following days unnecessarily in order to maximise availability and timely response to faults.
• Travel to both near and distant customer sites, retaining the flexibility in working hours and ability to stay away from home as required to complete their work.
• Awareness of the Integrated Management System (covering Quality & information Security)

Internal Networking

• This position requires full cooperation with all Technical Services staff plus good communication and strong relationships with all Product Group staff. Continual communication and collaborative working with Technical Support Team, plus a good, positive interface with Service Administrator is necessary. In particular regular communication is essential between this position and local Field Service Engineers and Area Account Managers.