Torchora
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Key Responsibilities and Required Skills for Field Service Engineer

💰 $65,000 - $110,000

EngineeringField ServiceTechnical SupportCustomer ServiceInstallation

🎯 Role Definition

Are you a hands-on problem-solver with a passion for technology and customer satisfaction? As a Field Service Engineer, you are the face of our company, providing essential on-site support to our valued clients. This critical role involves traveling to customer locations to install, commission, troubleshoot, and maintain sophisticated machinery and systems. You will be an independent, technical expert who ensures our equipment operates at peak performance, directly impacting customer success and loyalty. This is not just a job; it's an opportunity to be a technical ambassador, combining engineering expertise with exceptional interpersonal skills to solve complex challenges in diverse environments.

📈 Career Progression

Typical Career Path

Entry Point From:

  • Field Service Technician
  • Electronics / Mechanical Technician
  • Technical Support Specialist
  • Military-trained Technician (e.g., Avionics, Electronics)

Advancement To:

  • Senior Field Service Engineer or Lead Field Service Engineer
  • Field Service Manager / Regional Service Manager
  • Technical Account Manager (TAM)
  • Product Support Engineer

Lateral Moves:

  • Project Engineer / Project Manager
  • Sales Engineer or Applications Engineer
  • Technical Trainer
  • Quality Engineer

Core Responsibilities

Primary Functions

  • Perform complex on-site installations, commissioning, and preventative maintenance on a wide range of electro-mechanical and software-driven capital equipment.
  • Independently diagnose, troubleshoot, and resolve intricate technical issues at customer sites, including hardware, software, and networking problems, to minimize equipment downtime.
  • Provide comprehensive operational and maintenance training to customer personnel, ensuring they are proficient in using the equipment safely and effectively.
  • Manage a designated service territory, including proactively scheduling service visits, coordinating travel logistics, and managing on-site activities with autonomy.
  • Meticulously document all service activities, including detailed service reports, parts usage, and system configurations, in the company's CRM (e.g., Salesforce, ServiceMax).
  • Act as the primary technical liaison between the customer and internal departments such as Engineering, R&D, and Quality Assurance to resolve escalated issues.
  • Maintain an exceptional level of customer satisfaction by delivering timely, professional, and effective technical support and building strong client relationships.
  • Adhere strictly to all company and customer-specific safety protocols, environmental regulations, and quality standards while performing duties on-site.
  • Identify and escalate recurring or systemic technical problems to the appropriate engineering teams for root cause analysis and long-term resolution.
  • Calibrate and perform performance verification on equipment to ensure it meets factory specifications and customer operational requirements.
  • Manage and maintain an inventory of spare parts, tools, and test equipment, ensuring all company assets are accounted for and in good working order.
  • Provide remote technical assistance via phone, email, and remote diagnostic tools to guide customers through troubleshooting steps for rapid issue resolution.
  • Assist in the development, review, and improvement of technical documentation, including service manuals, troubleshooting guides, and knowledge base articles.
  • Participate in continuous factory training and self-led learning to stay current on new product lines, software updates, and emerging technologies.
  • Independently manage all travel arrangements and submit timely, accurate expense reports in accordance with company policy.
  • Conduct Site Acceptance Testing (SAT) and Factory Acceptance Testing (FAT) to formally verify that equipment performance meets all contractual specifications.
  • Serve as a brand ambassador, representing the company with a high degree of professionalism, integrity, and technical credibility during every customer interaction.
  • Collaborate with the sales team by providing pre-sales technical support, including site evaluations, system demonstrations, and technical feasibility assessments.
  • Provide critical feedback to product development and engineering teams on equipment reliability, serviceability, and potential design improvements based on field experience.
  • Respond to emergency service requests, often requiring flexible hours and travel on short notice to support critical customer operations.

Secondary Functions

  • Support sales opportunities by identifying customer needs for system upgrades, service contracts, and additional equipment.
  • Contribute to team meetings by sharing field insights, best practices, and lessons learned with fellow service engineers.
  • Assist in mentoring and onboarding new field service team members by providing job shadowing and technical guidance.
  • Participate in quality improvement initiatives by collecting and reporting data on component failures and system performance.

Required Skills & Competencies

Hard Skills (Technical)

  • Electro-Mechanical Troubleshooting: Proven ability to diagnose and repair complex issues in systems integrating electrical, mechanical, and pneumatic components.
  • Reading Technical Diagrams: High proficiency in interpreting electrical schematics, mechanical blueprints, and technical drawings.
  • Diagnostic Tool Proficiency: Hands-on experience with diagnostic tools such as multimeters, oscilloscopes, and network analyzers.
  • Software & Networking: Strong understanding of operating systems (Windows/Linux), software installation, and basic IP networking principles.
  • PLC & Automation: Experience with troubleshooting and basic programming of Programmable Logic Controllers (PLCs) and automation systems.
    -CRM/FSM Software: Proficiency in using Field Service Management or CRM software (e.g., Salesforce, ServiceMax, Oracle Field Service) for reporting and scheduling.
  • Technical Reporting: Ability to write clear, concise, and accurate service reports for both technical and non-technical audiences.

Soft Skills

  • Customer-Facing Communication: Exceptional interpersonal and communication skills with a talent for building rapport and managing customer expectations.
  • Independent Problem-Solving: A self-starter mentality with the ability to analyze complex problems and develop effective solutions under pressure with minimal supervision.
  • Time Management & Organization: Excellent organizational skills to manage a dynamic schedule, prioritize tasks, and handle travel logistics efficiently.
  • Adaptability & Composure: Ability to remain calm, professional, and flexible in high-pressure situations and changing environments.
  • Instruction & Training: Aptitude for teaching technical concepts to end-users with varying levels of technical expertise.

Education & Experience

Educational Background

Minimum Education:

  • Associate's Degree in a technical discipline or equivalent certification from a technical school or military training program.

Preferred Education:

  • Bachelor of Science (B.S.) degree.

Relevant Fields of Study:

  • Electrical Engineering / Electronics Technology
  • Mechanical Engineering / Mechatronics
  • Biomedical Engineering
  • Computer Science

Experience Requirements

Typical Experience Range: 3-7 years of hands-on technical experience.

Preferred:

  • Prior experience in a field service role servicing complex capital equipment in industries such as semiconductor, medical device, industrial automation, or scientific instrumentation.
  • A proven track record of working independently in a customer-facing capacity with extensive regional or national travel.
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