Field Service Engineer

Field Service Engineer

Department:

Aftermarket

Reports To:

Aftermarket Mgr.

FSLA Status:

Non-exempt

Prepared By:

Aftermarket Mgr.

Approved By:

Human Resources

Rev. Date:

7/21/2017

Summary:

Plans and coordinates activities concerned with installing, investigating and resolving customer reports of technical problems and eliminating future operational or service difficulties with equipment which includes industrial ovens, environmental simulation test chambers, and pharmaceutical equipment with the brand names Tenney, Blue M and Gruenberg by performing the following duties:

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Installs new or modified equipment at customer's facility to ensure full functionality according to specifications.

• Coordinates and participates in installing unit or system to be tested in test fixtures, connecting valves, pumps, hydraulic, mechanical or electrical controls, cabling, tubing, power source, and indicating instruments.

• Activates controls to apply electrical, hydraulic, pneumatic, or mechanical power and subject test item to successive steps in test cycle.

• Reviews performance reports and documentation from customers and field representatives, and inspects malfunctioning or damaged product to determine nature and scope of problem.

• Troubleshoots and repairs units that do not function according to specifications prior to shipment including electrical and HVAC systems and controls.

• Analyzes review and inspection findings to determine source of problem, and recommends repair, replacement, or other corrective action.

• Coordinates problem resolution with engineering, customer service, and other personnel to expedite repairs.

• Provides on-site technical assistance to help troubleshoot and repair equipment; Maintains records of performance reports.

• Analyzes reports of technical problems to determine trends affecting future design, production, service, and maintenance processes, and recommends modifications to eliminate future problems.

• Provides a communication link between the customer and the company to help ensure that effective service is provided to the customer.

• Develops and conducts training on the safe operations of the equipment and demonstrates skills to trainees, including both team members and customers.

• Recommends modifications of existing quality or production standards to achieve optimum quality within limits of equipment capability.

• Ability to write corrective action reports and communicate issues and problems back to management for analysis.

Supervisory Responsibilities: This job has no direct supervisory responsibilities, but may indirectly supervise or coordinate personnel and job functions at work sites.

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience: Associate's degree (AA) or equivalent from an accredited two-year college or technical school; or six months to one year related experience and/or training; or equivalent combination of education and experience.

Language Skills: Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization. Strong communication skills and a professional demeanor to interact with customers.

Mathematical Skills: Ability to calculate figures and amounts such as area, circumference, and volume. Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Reasoning Ability: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Computer Skills: Basic computer experience, including MS Office and email.

Certificates, Licenses, Registrations: Universal Refrigeration certification and/or an Electrical certificate/training, especially working with high voltage power, is required. Also required is a current, valid driver's license.

Other Qualifications: Able to read both electrical schematics and plumbing diagrams and troubleshoot wiring using multi-meters and amp probes. Able to program and adjust PLCs and VFDs and troubleshoot process control systems as well as understand and troubleshoot electrical and gas fired heating systems. Must be a self-starter and able to work without constant supervision and be willing work overtime on an as-needed basis to maintain customer and company deadlines. Must be able to travel 85% of the time domestically and internationally to customer locations to perform installations, repairs and maintenance as required. Ability to use hand and power tools is also required.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is regularly required to use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is frequently required to stand; walk; sit and stoop, kneel, crouch, or crawl. The employee is occasionally required to climb or balance. The employee must frequently lift and/or move up to 75 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is frequently exposed to moving mechanical parts. The employee is occasionally exposed to high, precarious places; fumes or airborne particles; toxic or caustic chemicals; outside weather conditions; extreme cold; extreme heat and risk of electrical shock. The noise level in the work environment is usually loud.

Basic Core Competencies an individual should demonstrate:

• Problem Solving

• Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.

• Technical Skills

• Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.

• Customer Service

• Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.

• Oral Communication

• Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.

• Written Communication

• Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents data effectively; Able to read and interpret written information.

• Judgment

• Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.

• Motivation

• Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence; Takes calculated risks to accomplish goals.

• Quality

• Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.

• Safety and Security

• Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions; Uses equipment and materials properly.

• Adaptability

• Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, unexpected events.

• Dependability

• Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.

• Initiative

• Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed.

• Innovation

• Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others' attention.