Field Service Engineer

Department:Engineering/Technical Services

Accountability: This position reports to the Technical Services Manager

• Provide expert on-site and remote technical support, including system analysis, issue qualification, and resolution guidance.
• Diagnose problems, identify contributing factors, determine root cause, and recommend corrective actions.
• Record all customer-reported concerns and elevate to engineering and/or product teams when necessary.
• Create and maintain user guides, FAQs, service bulletins, and knowledge‑base articles.
• Analyze returns, failure rates, and performance trends to identify improvement opportunities.
• Assist with customer engagement, project planning, product placement, and application feasibility assessment.
• Evaluate Havis equipment and components to assess functionality, performance, and compatibility across the entire product life‑cycle.
• Interpret and communicate requirements related to power, connectivity, and performance.
• Develop and document procedures for system set‑up, configuration, software/firmware integration, and driver requirements for product testing and deployment.
• Identify and communicate product limitations, design constraints, and non‑conformance with industry standards.
• Define installation, configuration, and application support requirements across mechanical, electrical and software components.

• Advanced knowledge of electrical/electronic systems, power management, and computing platforms.
• Demonstrated expertise in troubleshooting and resolving technical issues (both theoretical and hands‑on).
• Strong technical writing skills with ability to translate complex concepts into clear, actionable documentation.
• Excellent problem‑solving skills with a detail‑oriented and results‑driven mindset, particularly under time‑sensitive conditions.
• Strong communication skills (verbal and written).
• Proven ability to manage customer relationships and deliver a positive customer experience.
• Ability to work independently, prioritize tasks, and make sound decisions.
• Willing to travel 25%, including occasional international travel.
• Primarily office‑based with regular use of standard office equipment.
• May require periodic access to manufacturing or production areas; adherence to safety protocols and use of PPE required.