Field Support Engineer Job Description Template
Our company is looking for a Field Support Engineer to join our team.
Responsibilities:
- Drive high level customer satisfaction through the successful completion of field service related duties and responsibilities;
- Demonstrate proper operations to end users;
- Provides Curative/Emergency Service, Preventive Maintenance, Updates (TBs), at customer’s facility;
- Provides technical assistance/ troubleshooting as required;
- Coordinates problem resolution within Field Support Group and other personnel to expedite repair. Minimize down time and drive Customer Satisfaction;
- Responsible for effective management of company resources and equipment such as parts, tools, trunk stock, etc;
- Supports Sales, technical support and Marketing departments to foster teamwork and synergy;
- Escalate all open or reoccurring issues in a timely manner for prompt resolution per SOP;
- Review regional service contract metrics in order to drive customer contract renewal growth among primary accounts;
- Documents and records information to be included in the repair records in accordance with SOPs and regulatory agencies;
- Adhere to all company policies and procedures;
- Increase knowledge, skills and abilities with focus on becoming a technical expert on core products;
- Mentor entry-level service engineers;
- Ensure technical information is updated by reviewing and editing service manuals, service bulletins and product reference material;
- Is prepared to respond to last-minute escalations which may require overnight stays.
Requirements:
- Valid driver’s license;
- 3 years related experience troubleshooting and repairing diagnostic equipment;
- To perform this job successfully, an individual should have knowledge of Database and Internet software; Windows NT, XP and DOS;
- Understanding of ghosting and re-imaging processes;
- Extensive knowledge and ability to utilize DOS and CMD prompt commands;
- An equivalent combination of education and relevant experience servicing medical or complex business equipment may be substituted;
- Bachelor’s degree preferred;
- Ability to locate and edit configuration and XML files within a file structure;
- Proficient knowledge of Microsoft Office required;
- Excellent communication skills including good grammar, enunciation and listening skills;
- Knowledge of setup and use of routers and switches along with networking and TCP/IP;
- Highly motivated to provide superior customer care.