Field Service Technician

The Field Service Engineer (FSE) is the front-line field service representative and is responsible for fulfilling the customer’s expectations during field service activities. The FSE is experienced in JBT Marel equipment (or equivalent) and works independently, solving technical and/or technological issues for a standard product process.

Responsibilities

• Ensure excellent performance of troubleshooting, repair, installation, maintenance, customer training and general support for Marel machinery at customer facilities. This includes activities such as preparation of installation and maintenance activities, aftercare of new installations, and maintaining close contact with the customer while reporting progress.
• Maintain own skills and be technically proficient in the skills necessary to install, troubleshoot, repair and train customers on Marel equipment/solutions and carry out routine maintenance jobs.
• Ensure quality and disciplined preparation and reporting of visits to update customer support coordinators and field service administrators to ensure the best possible customer outcome.
• Set priorities in accordance with the needs of the company and the customer.
• Ensure the customer experiences confident, empathetic and competent service from the organization.
• Escalate any service delivery issues to the appropriate company processes to ensure the right support for the customer.
• Follow company processes consistently: secure a meeting with the customer upon arrival onsite, receive briefing from the customer, prepare and execute the work as agreed, and manage the customer experience.
• Identify sales and service opportunities and update/validate information of the Installed Base.
• Process hours and expenses, prepare technical reporting, and keep stakeholders informed and updated.
• Debrief the customer on work performed and the performance of the machine; report on quality issues and non-conformities (NCR).
• Perform other duties as assigned by the business.

Skills and Abilities

• Knowledge of principles and processes for providing customer and personal services, including needs assessment, meeting quality standards for services, and evaluating customer satisfaction.
• Ability to execute agreed tasks and deadlines against performance criteria (KPI).
• Result orientation, follow-through, and ability to meet deadlines.
• Customer-facing interaction skills and commercial service skills.
• Social perceptiveness and technical competence in an engineering discipline.
• Computer literacy and good grammar and communication skills.

Education, Knowledge, and Experience

• Degree or technical college in Mechanical, Electrical, Electromechanical, or similar knowledge level.
• Recognized product training on food processing equipment preferred.
• Strong communication with analytical skills and the ability to work under pressure.
• Good English skills, both written and verbal; Spanish skills are a differentiator.
• Experience with and comfort working in a multi-cultural, multi-discipline organization is an advantage.

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