The posting
Field Service Engineer
Location: Taiwan
At JBT Marel, what we do matters, we know that the contribution of our employees leads to the success of our business. Our purpose is to transform the future of food; this guides our vision of being the global leader in food and beverage technology, by harnessing the full power of JBT Marel to partner with our customers and pioneer sustainable innovation. Our values show who we are at our best. As we Create with Collaboration, Serve with Integrity, Grow with Excellence, and Advance with Innovation. Responsibilities:
The Field Service Engineer (FSE) reports to Manager, Field Service (China & Korea). The FSE is the front-line field service representative and is responsible for fulfilling the customer’s expectations during field service activities, and will ensure:
- Excellent performance of troubleshooting, repair, installation, maintenance, customer training and/or general support for JBT 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
- That his/her skills are maintained and are technically proficient in the skills necessary to install, trouble-shoot, repair and train customers on JBT Marel equipment / solutions and carry out routine maintenance jobs
- Quality and disciplined preparation and reporting of the visits to update customer support coordinators and field service administrators to ensure best possible customer outcome
- Priorities are set in accordance with the needs of the company and the customer
- The customer will experience confident, emphatic and competent service from the organization
- That in situations where the service delivery to the customer is compromised the Field Service Engineer will escalate the matter according to the company’s processes to ensure the right support to the customer
- The company processes are followed consistently
Main Tasks
- 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
- Updates Customer Support and customers on progress of the work.
- Debrief customer on work done and performance of the machine
- Report on quality issues and non-conformity (NCR)
- Other duties assigned as required by the business
Skills And Abilities
- Knowledge of principles and processes for providing customer and personal services. This includes assessment of customer needs, meeting quality standards for services, and evaluation of customer satisfaction
- Ability to execute agreed tasks and deadlines against performance criteria (KPI)
- Result orientation, ability to follow through and respect deadlines
- Customer face-to-face interaction skills and commercial service skills
- Social perceptiveness
- Technical competence in an engineering discipline
- Computer literate
- Good grammar and communication skills
Education, Knowledge, And Experience
- Degree in Mechanical, Electrical and/or Software engineering, preferably from a technical college, or similar knowledge level
- Strong knowledge of mechanical. Electrical knowledge is preferred
- Technical college degree preferred
- Native Chinese Speaker, Good command of English. Korea is plus
- Recognized product training on food processing equipment preferred
- Strong communicator with analytical skill and the ability to work under pressure
- Experience in field service in an equipment/software manufacturing environment preferred
Commitment to Global Safety
Commitment to global safety by acting safely in all circumstances and respect internal rules and actively contribute to the delivery of the corporate safety policy and guidance to ensure JBT Marel is safe place to work.
Why work at JBT Marel
- We are committed to our employees and will provide you with development and opportunities to allow you to be the best version of yourself at work, at home, and in your community.
- We foster a genuine inclusive team culture enjoying collaborative working across our global teams to deliver world-class projects.
- We encourage development - ensuring new experiences and challenges at JBT Marel to feed your growth!
Commitment To Diversity
Diversity, Equity, Inclusion, and Belonging is a fundamental value to JBT Marel and critical to our future success. A thoughtful, focused, and sustained effort to work towards our DEIB goals is not just a principled choice, but also a business imperative.
Equal Opportunity Employment JBT Marel provides equal employment opportunity to all employees and qualified applicants for employment. We will not tolerate any form of discrimination against any employee or applicant for employment because of race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, citizenship, or any other characteristic protected by applicable federal, state, or local laws. At JBT Marel, we apply this policy to all our employment practices, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, benefits, and training. We make hiring decisions based solely on qualifications, merit and business needs at the time.
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