Job Title:  Service Engineer

The Service Engineer will provide a quality and cost-efficient service to all our Customers.

Principle Accountabilities:

• To Install Spectrometers at customer sites to agreed standards.
• To provide an operator training on Spectrometer systems at customers’ premises.
• To provide training for customers, on how to operate and maintenance of their instruments.
• To provide preventive maintenance service and re-calibrate Spectrometer systems at customer sites to agreed standards.
• To assess environmental conditions for the positioning of instruments.
• To assess level of damage to equipment and provide quote for customer approval.
• Provide technical support for customers.

Job Content:

• To contact and plan time schedules for customers.
• To contact customers to assess the problems and advise necessary action required to include quotation by fax, E-mail or letter.
• Install equipment on site to include organization of lifting equipment and services required.
• To train customers in the operation of instruments/machines and the use of software to include basic metrology training if required.
• Discuss other products the customer might find useful for measuring/producing their manufactured parts.
• Visit customers to advice on damaged instruments.
• Fill out reports of faults found, repairs made, giving copies to the customer and back to office for filing.
• Raising customer complaints to include writing up faults the customer finds not satisfactory.
• Researching faults to find out if they require other departments to action fixes to software or hardware.
• Discuss with other departments the best plan of action with faults that have been found and how to fix them, possible redesign to stop ongoing problems.

Skills and Knowledge:

• High level of communication/Interpersonal skills (Verbal and written)
• Must be self-motivated, able to work alone and with others. (At all levels across the country)
• Pleasant telephone manner.
• Good organizational skills.
• Computer literate.
• Electronic engineering.
• Electronic and mechanical fault-finding experience preferred.

Nature and Scope:

Context

• This job exists within the service department and interfacing with service manager, all other company personnel and customers.  The role exists to provide an efficient after sales service to achieve customer satisfaction and maximize effectiveness of the whole department.

Reporting Relationships

• This job has a direct line to the manager. 

Problem Solving

• Have to work effectively at customer site with limited number of spares in hand to complete the job. 
• Solving problems over the phone or online with limited details
• Helping customers with ideas for instrument installations to include services’, positioning and lifting equipment etc.
• Plan in advance to enable efficient work to be carried out in the next week.

Decision Making

• What parts are required to repair instrument
• Time and dates for work to be carried out
• Juggling of jobs to satisfy customers
• Submit quotations for the cost of repair to the customer
• Decision on whether a repair is a warranty claim, if so to what extent

Job Challenge

• The challenge in the job is to repair, train and service customers’ instruments to a customer satisfactory level, within the constraints of the service department’s budget.

Additional activities/functions, which you carry out, are considered to be outside the job description, but essential to the company.

Time spent away from home and overtime required can often be at very short notice and consequently is very demanding on family life and can include weekends away from home. A diplomatic approach to irate customers usually made alone on a nationwide basis.