Job Description
Reporting to the Israel Service Manager (ISM), the Field Service Engineer (FSE), troubleshoots, services, installs (deploys) and repairs Explosive Detection Systems (EDS), Conventional X-Ray Systems (CXS) or Computed Tomography (CT) equipment at customer sites. An FSE must be team oriented and flexible, and actively seeks to share information and assist his peers. Possess solid communication skills, both oral and written. Demonstrates strong electronic repair troubleshooting methodology and maintains at least an intermediate technical level of product knowledge. Cross trains on all products serviced in the field, and displays proficiency in servicing all equipment across the product line. Willingness to work on special projects, some of high visibility, as assigned. Looks for common-mode problem occurrences and seeks to resolve, both independently and with the aid of others.
Has a working knowledge of PC applications (MS Applications, SAP, and Reporting tools) to provide clear, concise information summaries as required.
Duties & Responsibilities
Responsible for meeting daily service repair needs and driving customer satisfaction Installs, repairs and maintains equipment in the field; provides customer training as required. Documents all inspections, maintenance, repair work and submits paperwork in a timely basis Order, install, and return parts and manages repair parts cycle time Reviews all logs for open issues and prepares formal reports to customers as necessary. Participates in Service sales opportunities and assists with promoting and implementing revenue programs. Ensures that tools and test equipment are properly maintained and calibrated Assesses product/equipment performance based on field support data; recommends modifications or improvements. Seeks to provide technical support to customers and other service professionals as required. May participate in site surveys, pilot program service activities, attend meetings, champion special projects and prepare exclusive reports. Possesses a solid level of technical knowledge on the company’s X-Ray and CT products. Maintains clear and concise business communication proficiency, both oral and written Establishes and maintains a close relationship with senior level FSE’s and Product Managers in order to support the needs of the customer and remain aware of current technical trends. Exercises every available measure to control and minimize costs. Travel, overtime and work hours other than Sunday- Thursday may be required. Comply with and ensure department compliance with Company health, safety and environmental policies. Diversity & Inclusion
We believe that different perspectives and backgrounds are what make a company flourish. All qualified applicants will receive equal consideration for employment regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, economic status, disability, age, or any other legally protected characteristics. We are proud to be an inclusive company with values grounded in equality and ethics, where we celebrate, support, and embrace diversity.
The Individual
Technical Knowledge and Skills:
Practical Electronics Engineer, or Electrical equivalent or 2-3 years of related experience is preferred. Diploma/degree in relevant field of education. Equivalence achieved through comparative work and life experience is acceptable. Computer literacy, competency in use of all programs within MS Office Suite and aptitude for learning specialized software programs. Use of metrology and handheld tools Experience in troubleshooting, field repair or technical support activities centered on Electrical and Mechanical systems and equipment is desirable Individual should possess excellent communication and problem-solving skills. A strong orientation for customer focus and teamwork will be required. Competencies and Abilities:
The ability and motivation to persistently pursue and achieve effective results which drive the business forward. The ability to make effective, timely decisions in a complex, global market by sourcing and analyzing critical information. The understanding and recognition of the organizations commercial environment and positioning themselves, their role and their actions in order to support the organizations commercial success. The ability to engage, challenge and work effectively with others. The ability to build an effective network of relationships both internally and externally, understanding their customers’ needs. Willing and able to identify and support change and continuous improvement in own and wider business environment. Planning and Decision Making:
Ensure that preventative maintenance schedules are adhered to and carried out on time Provide on-site resolution of technical issues. Impact and Scope:
Provide Service support for a product or range of products. Provide effective resolution of customer technical issues, ensuring customer satisfaction. Provide on-site service assistance to ensure successful delivery of installations, projects, and programs. Key Internal and External Relationships:
SD Service management SD Program management SD Sales and marketing Customer management and technical staff Work balance:
Leadership and supervisor activities (including technical leadership): 20% Technical activities (design, problem solving, data analysis etc.): 80%