As the System Engineer and subject matter expert, you will handle complex automation issues escalated from Junior Field Service Engineers, serving as the primary contact for escalated automation challenges worldwide. Your responsibilities include identifying root causes, devising action plans, overseeing implemented solutions and test plans.
You will also manage all communications related to escalated problems within the US until the customer accepts the implemented solution. This involves providing regular updates on procurement, delivery, implementation, testing, potential rework with additional testing, and final handover to the customer. Additionally, you will initiate follow-up calls at predetermined intervals to ensure the system's proper functioning.
Responsibilities include, but are not limited to:
- Evaluate and maintain Spare Part Kits, Min/Max stock lists, and Safety stock lists for your product.
- Analyze failure trends and collaborate with R&D, Sustaining, Quality, and Production to implement suitable solutions.
- Ensure drawings and documentation are current and suitable for use.
- Develop Services documentation for field upgrades and repairs.
- Create and manage Service Manuals.
- Oversee the escalation process to ensure thorough customer follow-up until resolution.
- Provide support and mentorship to Field Engineers.
- Familiarize yourself with D365 open calls, tasks, and assign work to Field Engineers.
- Adhere to company's ISO and Health & Safety procedures.
- Expected travel of 10%.
- Other duties as assigned.
Successful Engineers exhibit the following traits:
- Confidence, present focus, and a willingness to take appropriate risks.
- Observational skills, organizational prowess, and resistance to distractions.
- Ability to differentiate between important and urgent matters.
- Decisiveness and quick action on smart decisions.
- Proactive identification and swift removal of obstacles.
- Outcome-oriented mindset over task-centric approach.
- Aptitude for recognizing effective strategies and eliminating ineffective ones.