Field Service Engineer

  • Department: Projects - ETC BV/Penko BV                                Group: Field Service

    Purpose: To engineer, design, commission and provide technical phone and field support for existing ETC BV/Penko BV products and new installations.  May be considered a specialist in one or more of the following areas:  legal compliance or calibration.

    Representative Responsibilities:

    • Provides technical support and other general customer support
      • Troubleshoots problems that arise at the customer site
      • Assists with installations
      • Trains customer on new installations
      • Completes follow-up documentation
      • Updates customer contact information
      • Uses SAP to track what customer has received
      • Updates customer information in PeopleSoft
      • Provides off hours technical support via mobile phone
    • New Installations
      • Engineer and Design weighing systems and racks
      • Tests weighing systems and racks prior to shipment to customer
      • Commissions new installation of engineered systems
      • Writes programs for new installations
      • Provides training for customers
      • Provides written instructions for customers
      • Oversees the installation process to its completion
    • Repairs existing installations
      • Troubleshoots problems with customers over the phone and through e-mail
      • Travels to job sites for repair work
      • Occasionally works on problems that have occurred with outside installers
      • Talks with customers about potential options and solutions if a product is not able to be fixed
      • Provides documentation (work orders) for administration
      • Makes documentation and files this for when something has to be fixed; this serves as future documentation of how to resolve the problem if it arises in the future
    • Sends out new software to customers
    • Attends trade shows
      • Sets up equipment
      • Provides information for customers before the trade shows
    • Ensures customer satisfaction with a project
      • Ensures that order has been received
      • Ensures that the customer receives what they want and need
      • Makes sure that the system works appropriately
      • Makes sure that the project stays on schedule
      • Prepares documentation for project and for the customer
    • Provides training to the field service technicians, sales department, external technicians and customers on the proper use of products
    • Certified to perform government checks on weighers
    • Provides input to R&D for modifications and new products
    • Works on custom projects for customers
    • Prepares and runs various reports
    • Updates customer information in database system when necessary

     

    Additional Responsibilities:

    • Other reasonable duties as assigned
    • Cares for the company car and mass pieces

     

    Knowledge, Skills, Abilities:

    • Excellent communication and interpersonal skills
    • Excellent organizational and problem-solving skills
    • Excellent customer service skills
    • Knowledge of weighing and/or lighting systems
    • Flexible and independent
    • Computer skills: MS Word, Excel, Point-of-Contact (POC) software, Outlook, Correll Draw, PeopleSoft, SAP, product-specific software
    • Ability to use hand tools, power tools, and electronic test tools
    • Ability to travel extensively when required
    • Ability to speak English, Dutch and German
    • Must possess a valid driver’s license
    • Knowledge of products
    • Ability to work weekend and evening hours as required
    • Ability to work within a construction site
    • Ability to lift up to 23 kilos

     

    Education and Experience:

    • Bachelor’s degree in Electronics, or equivalent experience in a related discipline
    • Previous experience with process weighing system procedures preferred
    • Certification to perform government checks on weighing equipment
    • Customer service experience
    • Experience with electricity
    • Demonstrated ability to work independently and perform multiple tasks without general supervision.