ARxIUM

Field Engineer

• Provide leadership and oversight for field service operations.
• Manage a team of Field Service Engineers/Representatives (FSE/FSRs) and onsite service delivery to ensure optimal customer satisfaction, system reliability, and contractual compliance.
• Supervise and manage a team including scheduling, performance evaluations, coaching, disciplinary actions, vacation approvals, timecard reviews, and expense management including travel approvals.
• Responsible for the successful delivery of all on-site service and support by company Field Service associates including unscheduled service and preventative maintenance calls.
• Ensure 100% completion of monthly PM obligations.
• Review and monitor equipment reliability and maintenance metrics, develop and manage improvement plans as needed.
• Develop technical training schedules and requirements with third-party service providers and company Field Service associates to ensure adequate onsite service coverage for installed product base.
• Monitor and manage field service parts inventory levels to achieve an 80% or greater first pass fill rate.
• Develop strategies to monitor and improve customer satisfaction.
• Communicate with internal departments and management to ensure issue resolution.
• Assist the Sales team with presale and post-sale activities related to service delivery.
• Expected to travel up to 60% - 80% of the time, including overnight and short-notice travel by automobile and air to various customer sites.
• Monitor open tickets/escalations and provide remote troubleshooting support to customers and Technical Support Center.
• Maintain availability after hours to oversee and coordinate team response for critical break-fix service calls.
• Provide Trend Analysis and other reporting.

Field Service Engineer, Supervisor