Field Service Engineer

Field Service Engineer

The Field Service Engineer travels extensively across North America to install, commission, and maintain advanced process systems while delivering high-quality technical support and training to customers. This role focuses on complex mechanical and conveyance equipment, ensuring reliable performance through preventive maintenance, troubleshooting, and repair activities. The engineer serves as a key technical liaison between customers and internal teams, providing clear communication, detailed documentation, and continuous feedback to support process improvement and product innovation.

Responsibilities

* Travel to customer sites throughout North America to install, commission, and train users on new process systems.

* Perform preventive maintenance, diagnostics, and repair activities on complex equipment and machinery, with a strong focus on mechanical troubleshooting.

* Serve as the primary point of contact during site visits, managing customer expectations and providing clear, professional communication throughout the service engagement.

* Guide customers on the proper use and operation of equipment using multiple communication channels, including on-site instruction, phone, and online tools.

* Troubleshoot complex equipment issues, including coordinating with internal software and engineering teams when on-site support from those teams is not available.

* Accurately document technical issues, service activities, and resolutions by following established policies and procedures, including detailed case entry in Salesforce or similar systems.

* Prepare and submit weekly field service reports summarizing activities, findings, and recommendations.

* Provide timely and accurate feedback to manufacturing and engineering teams to support collective analysis, trend identification, and product or process improvements.

* Act as a change agent by studying, evaluating, and redesigning service processes to improve service quality and customer satisfaction.

* Engage in continuous learning by broadening product knowledge through cross-training, internal training programs, and in-person resources.

* Consult and collaborate with other departments and leadership to improve customer service outcomes and refine service delivery processes.

* Plan and manage travel and customer visit schedules independently, ensuring efficient use of time and resources.

* Perform service-related tasks such as parts removal and installation at heights between approximately 3 and 10 meters, following safety guidelines.

* Work independently in the field to make sound diagnostic and repair decisions with minimal supervision.

* Communicate effectively with customers and internal stakeholders in both English and Spanish to resolve issues and maintain strong working relationships.

* Support occasional international service assignments outside of North America as needed.

* Work some weekends as required to meet customer needs and service commitments.

Essential Skills

* Minimum 2-5+ years of experience in field service or a closely related role.

* Proven experience troubleshooting and repairing complex equipment or devices, with emphasis on mechanical systems over electrical.

* Hands-on experience with installation, commissioning, and preventive maintenance of industrial equipment.

* Strong mechanical troubleshooting skills and knowledge of mechanical and conveyance systems.

* Working knowledge of electrical systems related to industrial machinery.

* Experience working independently in the field and making diagnostic and repair decisions with minimal supervision.

* Fluency in English and Spanish, with the ability to communicate clearly with customers and internal teams in both languages.

* Demonstrated ability to develop and maintain strong customer relationships and deliver high-quality customer service.

* Strong communication skills, including excellent written and verbal abilities.

* Ability to read and interpret technical diagrams and instrument component drawings.

* Capability to approach complex tasks and problems by breaking them down into manageable components and systematically comparing multiple alternatives.

* Keen attention to detail, including the ability to notice discrepancies and inconsistencies in available information.

* Ability to multi-task effectively under pressure in a fast-paced field environment.

* Sound judgment and decision-making skills, especially in special or unusual situations.

* Strong organizational skills with the ability to manage documentation, reports, and schedules.

* Ability to plan and execute travel and customer visit schedules efficiently.

* Capability to perform service-related tasks, including parts removal and installation, at heights between approximately 3-10 meters.

* Valid passport to support domestic and occasional international travel.

* Experience with field service, maintenance technician work, or similar roles involving equipment maintenance, hydraulics, robotics, or conveyors.

Additional

Skills & Qualifications

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