1. Leadership & Mentorship:
- Lead and mentor a team of field service engineers, providing guidance on technical issues, best practices, and professional development.
- Serve as a technical escalation point for high-priority customer issues that cannot be resolved at lower levels.
- Coordinate and oversee complex installations and repairs, ensuring resources and teams are aligned to meet customer requirements and timelines.
- Ensure that all field engineers maintain high standards of service, customer interaction, and technical execution.
2. Advanced Installation & System Integration:
- Lead the installation of advanced systems and equipment, often involving complex integration with customer infrastructure, ensuring adherence to engineering specifications and quality standards.
- Collaborate with internal teams (e.g., PM, sales, onboarding team) to develop customised solutions for high-end or complex customer requirements.
- Ensure the proper configuration, calibration, and operational readiness of systems upon installation or upgrade.
3. Troubleshooting & Problem Resolution:
- Provide expert-level diagnostics and troubleshooting for critical or highly technical equipment failures, often requiring the use of diagnostic tools, Rpa or Ticketing system-based data, and AI-powered platforms.
- Manage and resolve escalated customer issues, ensuring minimal downtime and high customer satisfaction.
- Use data analytics, predictive maintenance tools and to identify underlying causes of recurring issues and address them proactively.
4. Proactive Maintenance & Performance Optimization:
- Lead predictive maintenance programs by analysing data to anticipate and prevent equipment failures before they occur.
- Work closely with customers to develop and execute proactive service plans, ensuring systems and equipment are continually optimised for peak performance.
- Conduct site surveys and audits to assess equipment conditions, making recommendations for upgrades, repairs, or improvements that enhance system longevity and customer ROI.
5. Remote Support & Digital Tools Integration:
- Use remote monitoring tools, Omnichannel app. and AI-based generated video to diagnostics and provide real-time assistance to team and/or customers, reducing the need for on-site visits.
- Ensure that the service data captured is used to create actionable insights for both field service operations and customer satisfaction.
- Assist in the integration of digital tools into daily operations, ensuring that engineers are using platforms like digital tools, ticketing systems, mobile apps, omnichannel, and diagnostic tools effectively.
6. Customer Engagement & Relationship Management:
- Establish and maintain strong relationships with key customers, acting as a trusted advisor for technical solutions and system optimization.
- Ensure customers are satisfied with service delivery by managing expectations and communicating progress throughout installations, repairs, or service events.
- Provide technical recommendations for equipment upgrades, system expansions, or new developed technologies that can help customers meet their business goals.
7. Process Improvement & Knowledge Sharing:
- Collaborate with internal teams to continuously improve service delivery processes, ensuring maximum efficiency, cost-effectiveness, and customer satisfaction.
- Lead post-service reviews to assess the success of service engagements, gather feedback, and identify opportunities for improvement.
- Contribute to the development of knowledge bases and standard operating procedures (SOPs) to improve consistency and accuracy in service delivery.
8. Health, Safety, and Compliance:
- Ensure that all field service activities comply with company policies, industry regulations, and safety standards
- Lead risk assessments for complex installations or repairs to ensure safe working conditions for both field engineers and customers.
- Promote a culture of safety within the field service team, ensuring that safety training and practices are continually reinforced.
9. Reporting & Documentation:
- Maintain accurate and timely records of all service visits, including technical issues, resolutions, parts used, and time spent.
- Provide detailed technical reports and service updates to management, including root cause analyses, maintenance schedules, and future service needs.
- Analyze service data to identify trends, potential service gaps, or opportunities for improvement in the field service operation.
Additional Skills:
Project management skills, including the ability to manage multiple priorities and ensure projects are completed on time and within budget.
