Field Service Engineer

Summary:

Plans and coordinates assignments as directed by the Regional Service Manager, this shall include installation and startup of new Customer equipment, upgrading existing equipment, troubleshooting technical problems, preforming scheduled maintenance and calibration services. Must be able to establish good working relationships with customers through positive results and to promote other service and part offerings on existing equipment including our ability to work on Brand X equipment eliminating future operational or service difficulties.

Essential Duties and Responsibilities include the following. Other duties may be Assigned at Managements discretion.

• Installs and starts up new equipment, or modifies existing equipment at customer's facility to ensure proper operational functionality according to the equipment specification, and scope of work outlined in the Sales Order or Field Service work instruction.
• Provides on-site technical assistance to help repair equipment, reviews equipment reports and documentation from the customer and other field representative’s to aid in trouble-shooting equipment faults. Then tests and inspects equipment to determine root cause of the malfunction.
• Analyzes results and makes a recommendation for repair or replacement of faulty components, or other corrective actions.
• Coordinates problem solving activities through central support structure including, Tech Support, AMS Parts group, engineering, or customer service managers, to expedite required repairs.
• Maintains records of customer site visits, and detail service reports of work performed on equipment. Reports are directed to the RSM and service administrator on a weekly basis.
• Analyzes reports of technical problems to determine trends of faulty designs, (design, production, service, maintenance processes) and makes recommends for modifications to eliminate reoccurring problems.
• Provides a communication link between the Customer and the RSM to ensure that expedient and quality service is provided to the customer.
• Upon assignment of new projects, the FSE will reviews project scope of supply and the budget allowance and work within the allocated parameters. If an issue arises they must be reported to the RSM immediately.
• During slow or open time, the FSE engineer will schedule courtesy customer visits to inspect equipment and advise customers to any potential service needs.
• Develops and conducts customer training on the equipment in a safe manor covering both the equipment and related components.
• Demonstrates advanced concepts while promoting an environment that encourages questions and involvement for trainees, team members and customers.
• Works with FSE to train on required skillsets by: utilizing training handouts or bulletins based on field investigations, engineering changes, and overall knowledge of products and company offerings. When possible, shadowing to accomplish on the job execution of training activities.
• Utilizes any open or indirect time to prioritize any potential training with the FSE.
• Works with RSM and FSE to schedule any open time for continuous training via shadow on job training.

Competencies:

To perform the job successfully, an individual should demonstrate the following competencies:

• Design - Generates creative solutions; Translates concepts and information into images; Uses feedback to modify designs; Applies design principles; Demonstrates attention to detail.
• 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.
• Project Management - Develops project plans; Communicates changes and progress; Completes projects on time and budget.
• Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills;
• 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.
• Judgment - Supports and explains reasoning for decisions; Makes timely decisions.
• Planning/Organizing - Uses time efficiently; Organizes or schedules other people and their tasks.
• Professionalism - Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Follows through on commitments.
• Quality - Demonstrates accuracy and thoroughness; Applies feedback to improve performance.
• Safety and Security - Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions; Uses equipment and materials properly.
• Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
• 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.
• Mentor Training- Demonstrates Strong technical and training knowledge as it relates to guiding new hires through the various SOW they will be expected to support, conducts training of FSE with respect and patience.

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

Education and/or Experience: High School Diploma or GED equivalent required. Two year college or Tech School; or two to four years related experience and/or training; or equivalent combination of education and experience.

Language Skills Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public. Mathematical Skills Ability to calculate figures and amounts, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry, service area, volume and pressures. 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 To perform this job successfully, an individual should have basic knowledge of Database software; Internet software; and Spreadsheet software, and Enhanced knowledge of PLC programs, RS Logics and Wonderware. Electrical Skills Ability to install troubleshoot and repair simple and complex electrical circuits. Ability to document changes to an electrical circuits and ability to read Electrical drawings. Mechanical Skills Has skills required to oversee and conduct installation of complex equipment as well as troubleshoot and repair using the correct tools necessary to prevent damage to personnel or equipment. Ability to perform PM work on pumps, motors and valves.

Other Qualifications Must have a current, valid driver’s license and service automobile insurance coverage as stated in the Ipsen Travel Policy. Position required travel up to 90% of time, mostly domestic with occasional international.

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 stand; walk; use hands to finger, handle, or feel and talk or hear. The employee is frequently required to reach with hands and arms. The employee is occasionally required to sit; climb or balance; stoop, kneel, crouch, or crawl. The employee must regularly lift and /or move up to 25 pounds, frequently lift and/or move up to 50 pounds and occasionally lift and/or move up to 100 pounds. Work Environment Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.