[제조/엔지니어] Field Service Engineer

A Field Service Engineer role is now open in a high-tech tools and systems manufacturer. The chosen applicant will be responsible for the installation, maintenance, troubleshooting and repair of assigned systems, while providing technical support and training to customers.

Responsibilities:

• Install and ensure the correct operation of assigned systems
• Provide customers with basic on-site training on system operation, including correct methods for obtaining specified functions and analytical results and caring for systems
• Troubleshoot and repair assigned systems, returning them to full operation within a cost-effective time frame
• Perform instrument verification in accordance with departmental policies and procedures
• Assist in the promotion and sale of maintenance contracts and service products
• Ensure allocated resources, tools and test equipment are maintained in good condition
• Cooperate and communicate with the Sales department, agents and representatives, assisting with pre-sales demonstrations, seminars and other promotional activities
• Maintain good customer and OEM relationships and develop a professional and competent image as a technical point of contact within the industry
• Perform equipment demonstrations and other post-sales support activities
• Communicate with customers in a timely manner regarding the status of installations, repairs and application issues
• Organise and present OI seminars, user groups and workshops when required, and attend third-party events as needed
• Ensure all visits are properly prepared with the correct tools and parts available to repair systems on the first visit wherever possible
• Liaise with microscope suppliers and OEMs as needed to resolve technical issues
• Advise customers on available options, upgrades, support contracts and other service products, keeping them updated with the latest product information
• Initiate field service reports for each customer visit or repair, documenting instrument and customer problems and their resolution
• Provide data for installations, warranty and customer or instrument history
• Submit reports on recurring or potential problems, feedback, suggestions and recommendations regarding instrumentation, policies and manuals
• Maintain and develop knowledge of assigned products and their common applications, undertaking appropriate training where necessary
• Provide technical and administrative reports within agreed standards
• Support Marketing and Sales by providing leads for system sales, upgrades, support contracts and other market intelligence gathered through customer contact
• Assist in knowledge transfer by training customers and other employees when required
• Maintain awareness of and minimise expenses incurred in day-to-day support activities, including time and parts consumed
• Perform work safely at all times and maintain up-to-date knowledge of and compliance with health and safety legislation
• Participate in training and development activities as required
• Work closely with Sales representatives and management
• Work closely with customers, local Field Engineers, Technical Support and Product Support Specialists to resolve technical problems
• Liaise with spares logistics personnel to ensure availability of parts for routine and emergency situations
• Liaise with global support and management teams to facilitate knowledge transfer for existing and new product lines

Requirements:

• Bachelor’s degree or above in Materials Science or Engineering (Master’s or PhD qualification is desirable)
• Experience dealing with customers in the field, working with analytical instruments in a nanotech environment, in one or more of: test/repair/field service/applications
• Experience in a similar position and understands the field support working environment
• Superior communication and interpersonal skills; organised, with solid administrative or reporting skills
• Possess a valid driver's licence; ability and willingness to travel
• Proficient in written and verbal English

Preferred Requirements:

• Experience with Raman Microscopy and Atomic Force Microscopy; SEM, EDS and EBSD experience
• Ability to demonstrate AFM, Raman, EDS, EBSD, WDS, Nanomanipulators, GIS
  

About the Company:

A global provider of high-technology tools and systems, delivering cutting-edge solutions to support research and industrial applications. With a commitment to innovation and customer support, the organisation empowers researchers and businesses to push the boundaries of science and technology.

Keywords:

엔지니어, 제조업체, 기술, 지원, 현장 서비스, 글로벌

Job Ref: 2YPW8R