Service Engineer


Post Date: 08/02/2018 Job ID: 000001595 Industry: Quality Engineer

Service Engineer
Ridgeway, SC

Position Summary:

The Service Engineer functions as a technical communication link between the company and customers. The Service Engineer provides technical assistance in resolving aftermarket problems, product support to our After Sales Territory Managers, and product training for the operation, maintenance, and repair of our products.

Position Responsibilities (Essential):
•Provide technical assistance to distributor/customer network.
•Serve as the liaison with parts operation.
•Maintain accurate records and provide special reports as requested.
•Generate parts/service bulletins.
•Function as a communication link to the field, other departments, and profit centers.
•Orchestrate field product improvement programs.
•Assist with product technical training when required.
•Process warranty claims for individual product responsibilities.
•Extend decision making authority to resolve product problems, to provide product change proposals via RFEA to Engineering Department, and to provide technical expertise for spare parts area.
•Identify repetitive failure patterns and recommend field product improvements or campaigns. Suggest informational/technical bulletin requirements.
•Interact directly with the Director of Product Support, Warranty Administrator, Service Engineers, After Sales Territory Managers, and other departments including Engineering, Quality Assurance (Q.A.), Parts, PIC, Purchasing, Sales, Boppard Central Service and Manufacturing.

Core Competencies
•Accountability: Maintain schedule and attendance requirements and meet daily work expectations. Take responsibility for daily work performance.
•Attitude: Exhibit the willingness to learn, remain flexible and optimistic, and demonstrate a “can do” mindset.
•Commitment: Value company standards and demand commitment to the highest of standards from self and others regarding work environment, safety, and company initiatives.
•Communication: Listen attentively, ask questions or rephrase communication to ensure mutual understanding, and take necessary action. Utilize effective oral and written communication skills to share information with others, consistently communicate product or project updates, provide constructive feedback, encourage team member support, and propose solutions.
•Customer Service: Thoughtfully and positively interact with customers to determine needs, recommend solutions, determine satisfaction, and resolve any identified customer concerns. Anticipate problems or needs and creatively recommend solutions to enhance the customer experience.
•Initiative: Anticipate needs, foresee problems, identify actions needed, and take initiative to act before situations require urgent attention. Go above and beyond to anticipate, act, and resolve issues.
•Integrity: Maintain honesty, behave ethically, take responsibility, respect confidentiality, and demonstrate reliability with other team members, other departments, management teams, customers, and business partners.
•Technical Expertise: Demonstrate in-depth knowledge and skill and possess a desire to continuously learn and grow in technical ability. Utilize technical expertise to create new solutions, to enhance current products, systems, or processes, and to solve complex technical issues or concerns.

Essential Skills and Experience:
•Bachelor’s degree or equivalent
•3 years of technical experience with construction equipment
•Desire and ability to work in fast paced manufacturing environment
•High energy level
•Basic computer literacy
•Excellent oral and written communication skills
•Ability to work evenings and weekends as needed
•Ability to read, understand, and follow oral and written instructions
•Technical aptitude
•Ability to manage several complex projects simultaneously while working under pressure to meet deadlines
•Mental capacity to make sound decisions and to communicate clearly and concisely, both orally and in writing
•Ability to multitask, solve problems, manage time, adapt to changing work conditions, and shift priorities in a fast paced environment
•Superior organizational skills, strong quality orientation, and high attention to detail

Beneficial Skills:
•3 – 5 years of technical experience with construction equipment
•Computer proficiency and technical aptitude with the ability to use MS Word and Excel

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