Job Description

1. Technical Service Delivery

• Perform installation, commissioning, preventive maintenance, corrective maintenance, troubleshooting, and repair activities on company equipment at customer sites.
• Ensure machinery operates efficiently and reliably, minimizing downtime and maximizing customer productivity.
• Diagnose technical faults and implement effective corrective actions in accordance with company standards.
• Support timely completion of all assigned service activities while maintaining high-quality service delivery.

1. Customer Support & Relationship Management

• Provide professional technical support and guidance to customers regarding equipment operation and maintenance.
• Conduct user and operator training programs to ensure optimal machine utilization.
• Build and maintain strong customer relationships through responsive service and effective communication.
• Manage customer concerns and resolve technical issues promptly to enhance customer satisfaction and loyalty.

1. Business Development & Commercial Support

• Collaborate with Sales and Dealer teams by providing technical expertise, application support, and product knowledge.
• Identify and pursue opportunities for preventive maintenance agreements, service contracts, upgrades, and spare parts sales.
• Support revenue growth by promoting value-added service offerings and technical solutions.
• Provide technical feedback and market insights to support business development strategies.

1. Service Revenue & Financial Management

• Achieve assigned service revenue targets through the successful negotiation and sale of Service Contracts and spare parts.
• Prepare service quotations and support commercial discussions with customers when required.
• Ensure accurate billing and invoicing for completed service activities.
• Monitor and support accounts receivable collection efforts related to routine service operations.

1. Preventive Maintenance & Installation Planning

• Support the Area Technical Manager in maintaining an effective Preventive Maintenance (PM) schedule and installation plan.
• Ensure preventive maintenance activities are completed on time and in accordance with service standards.
• Coordinate resources and customer schedules to optimize service efficiency and machine uptime.
• Assist in planning and prioritizing installation projects within the assigned territory.

1. Technical Leadership & Mentoring

• Provide technical guidance and escalation support to Junior Field Service Engineers.
• Mentor junior team members through on-the-job coaching, technical troubleshooting, and best-practice sharing.

1. Resource Allocation & Cross-Region Support

• Support other service regions when Dynamic Resource Allocation is required and approved by management.
• Travel to other territories as needed to assist with installations, breakdown support, major service projects, or workload balancing.
• Collaborate with regional service teams to ensure consistent service standards across all locations.

1. Inventory & Asset Management

• Manage personal inventory of spare parts, tools, and service equipment to ensure operational readiness.
• Ensure proper tracking, storage, and accountability of company assets.
• Report inventory usage and requirements accurately and in a timely manner.

1. Training & Professional Development

• Complete all required technical training programs, certifications, and competency assessments.
• Continuously enhance technical expertise through self-development and participation in company training initiatives.

1. Systems, Reporting & Documentation

• Utilize technical management systems, CRM platforms, and service applications effectively.
• Ensure accurate and timely entry of service data, customer interactions, equipment records, and parts usage.
• Prepare and submit detailed Field Service Reports (FSRs) following each service intervention.
• Maintain complete and accurate documentation in accordance with company policies and quality standards.

1. Quality, Compliance & Safety

• Adhere to company quality standards, service procedures, and regulatory requirements.
• Follow all applicable health, safety, and environmental (HSE) regulations while performing field activities.
• Ensure safe working practices at customer sites and promote a strong safety culture.
• Maintain compliance with company policies and customer-specific site requirements.