Field Service Engineer - Food Processing Equipment at Marel

Our Field Service Engineers are.

As Field Service Engineer (FSE), you will be the front-line field service representative, responsible for fulfilling the customer’s expectations during field service activities. We are looking for someone experienced in Marel RFS & PF equipment (or equivalent) and able to work independently, solving technical and/or technological issues for a standard product process. The FSE may mentor junior FSEs and provide basic training.

Part of your daily tasks will be to ensure excellent performance of troubleshooting, repair, installation, maintenance, customer training and/or general support for Marel machinery at customer facilities. This includes activities like preparation of installation and maintenance activities, aftercare of new installations and keeping in close contact with the customer and report the progress.

You will also be responsible for:

• Providing remote and on-site technical support to installed customer base.
• Working across the region and travel up to 75% of the time.
• Maintaining own skills and being technically proficient in the skills necessary to install, trouble-shoot, repair and train customers on Marel equipment / solutions and carry out routine maintenance jobs
• Ensuring quality and disciplined preparation and reporting of the visits to update Customer Support Coordinators and Field Service Administrators to ensure best possible customer outcome
• Sets priorities in accordance with the needs of the company and the customer
• Ensuring the customer will experience a confident, emphatic, and competent service from the organization
• Ensuring that, in situations where the service delivery to the customer is compromised, you will escalate the matter according to the company’s processes to ensure the right support to the customer

In this role, you will follow company processes consistently, in example:

• Secure a meeting with the customer upon arrival onsite and receive briefing from the customer
• Prepare and execute the work as agreed with the customer
• Manage the customer experience
• Identify sales and service opportunities
• Identify/update/validate information of the Installed Base
• Process hours and expenses
• Technical reporting
• Keep stakeholders informed and updated
• Inform the Customer Support about arrival time if outside of expected window
• Confirm reception of a work order to the resource planner
• Update Customer Support and customer on progress of the work
• Debrief customer on work done and performance of the machine
• Report on quality issues and non-conformity (NCR)

To be successful in this role, we expect you have knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.

• You have the ability to execute agreed tasks & deadlines against performance criteria (KPI) with strong result orientation, ability to follow through and respect deadlines.
• You have solid customer face-to-face interaction skills and commercial service skills
• You are a dynamic, persistent, reliable and goal orientated individual
• You are flexible to travel in South Africa and outside South Africa
• You can show strong social perceptiveness and technical competence in an engineering discipline
• You are computer literate, with good grammar and communication skills

Moreover, we expect you have:

• Degree in Mechanical, Electrical and/or Software engineering or similar knowledge level (Technical college degree preferred)
• Recognized product training on food processing equipment (preferred)
• Strong communication and analytical skills and the ability to work under pressure
• Excellent English skills, both written and verbal                                             
• Experience with and comfort working in a multi-cultural, multi-discipline organization is an advantage