Field Support Engineer Job Description

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.