What are the responsibilities and job description for the Field Service Engineer position at Vets Hired?
The Field Service Engineer plays a vital role in delivering exceptional customer service and support during the troubleshooting process. This position involves traveling to customer and dealer locations to assist in resolving machine issues, ensuring that products operate at peak performance. The Field Service Engineer will collaborate with specialists and use digital ticketing solutions to maintain effective communication with customers and dealers, while also keeping detailed records of machine complaints and resolutions.
Key Responsibilities :
Deliver exceptional customer service and support during the troubleshooting process.
Travel to customer and dealer locations (average about 75% travel).
Identify and promptly assist customers and dealers in resolving machine issues.
Collaborate with specialists and other team members to expedite repairs and coordinate problem resolution.
Install new or modified equipment at customer facilities to ensure full functionality according to specifications.
Provide a communication link between the dealer and the company to ensure effective service is provided.
Review performance reports and documentation from customers and dealer representatives.
Inspect products to determine the nature and scope of problems and report findings to management.
Provide on-site technical assistance and analyze review and inspection findings to determine the source of problems.
Recommend repairs, replacements, or other corrective actions as needed.
Perform software updates and field campaigns on machines either in the field or at dealer locations.
Develop and conduct training on the safe operation of equipment, demonstrating skills to trainees, including team members, customers, and dealers.
Maintain detailed records of machine complaints and resolutions, utilizing reporting systems for follow-up and communication.
Education / Experience & Skills :
Associate's degree or equivalent from a two-year college or technical school; and / or two years of construction equipment-related experience.
Fundamental knowledge of road construction equipment practices, including paving and compaction.
Excellent customer service and communication skills (both written and verbal).
Willingness to travel as needed to stay updated on products.
Strong team player with a positive attitude and a commitment to promoting a collaborative work environment.
Ability to analyze information, identify problems, and respond promptly to customer needs with a focus on providing top-tier service.
Previous experience in a customer service or technical support role is preferred.
Physical Demands :
While performing the duties of this job, the employee is frequently required to talk and hear. The role also requires frequent sitting, standing, walking, use of gross hand and finger dexterity, reaching outward with hands and arms, climbing or balancing, and stooping, kneeling, crouching, or crawling. The employee must frequently lift and / or move up to 50 pounds. Specific vision abilities required by this job include close vision, color vision, depth perception, and the ability to adjust focus. Must be able to travel 75% of the time for extended periods.
Work Environment :
While performing the duties of this job, the employee is frequently working at an off-site location with exposure to moving mechanical parts, high, precarious places, and outside weather conditions. The noise level in the work environment is usually moderate to loud.
This company is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, age, status as a protected veteran, or status as a qualified individual with a disability or any other protected class under federal, state, or local law.
