Service Delivery
• Performs medium to high complex Service tasks like installation , commissioning, maintenance, upgrades and retrofits,
repair independently, identifies technical problems and makes analysis through remote or on-site activity in different
Service categories
(installation and commissioning, maintenance, extensions, replacements, upgrades and retrofit, end of life service etc.).
• Plans and prepares site work for larger project team and manages related subcontractors at site.
• Coaches technicians and engineers and supervises complex site activities.
• Supports the certification process of associate field service engineers and field service engineers
Customer Focus
• Contributes to customer satisfaction by planning and executing Service work according to customer order and
expectation.
• Clear understanding of sense of urgency and care in the direct area of responsibility.
• Ensures customer retention by delivering superior customer experiences and effectively communicating service work
timeline and expectations.
• Works with customer to identify opportunities in the installed base to improve system performance and operational
performance improvements.
• While on-site, works with the customer to identify opportunities for improving the customers operations and eliminating
pain points.
• Utilizes the local practices for notifying the account team of opportunities.
Documentation and Reports:
• Prepares all documents and customer reports to be signed by the customer representative.
• Utilizes all relevant tools.
• Reports work done in a timely manner and follows up when needed.
Troubleshooting
• Troubleshoot equipment/Systems/Process failures and requests proactive corrective actions and makes
recommendations to avoid repeating the problem in the future.
• Acts as a technical consultant in own specific area of expertise.
Materials and Supply
• Prepares material lists needed for service activity and ensures that all materials, parts, and equipment are available and
at the appropriate quality for service activities.
• Coordinates, prepares and ensures that all materials, parts and equipment are available and at the appropriate quality
for Service activities. Prepares standard lists for ease of work.
Operational excellence
• Proactively plans and executes work on a first-time right approach with customers, and ensures the job is done on time
and on quality. • Identifies improvement needs and potential solutions for them in the way of working and the products in
question and drives improvement actions in own area of responsibility.
1 | Senior Service Engineer
Health, Safety and Integrity
• Applies safety rules and safe practices as well as environmental responsibilities.
• Reports unsafe practices and incidents.
• Leads HSE activities at site.
People leadership and development
• Develops, coaches, and provides technical guidance to colleagues.
• Act as trainer when needed, for team members and customers.