Field Service Representative

Overview & ResponsibilitiesPURPOSE OF THE JOB • Under the direction of the Field Service Manager the Field Service Engineer III provides after sales service. • Supervises the installation, commissioning, overhaul and troubleshooting of Elliott and other OEM equipment at customer's sites, on his own, or under the direction of a Project Manager or Senior Service Engineer. • Assures that work is carried out in accordance with the customer's expectations or specifications while ensuring that safety, environmental and quality policies are adhered to. • Produces service income for Elliott Company. BACKGROUND and EXPERIENCE Requires a Bachelor’s degree in Mechanical Engineering plus five to ten years of experience in the field of turbomachinery; or equivalent combination of education and experience. Strong mechanical, thermodynamics aptitude for rotating machinery, as well as commercial aptitude. Ability to read and understand drawings, technical documentation, blueprints, layouts and schedules. Ability to write technical documents. Knowledge of electrical and digital systems. Flexible so can cope with wide variety of problems, customers and site conditions. Must be willing to work in camps, on platforms and in non-industrialized countries. Tropical fitness is a must. Good communication skills. Profound knowledge of the English language, verbal and written. Computer skills – Microsoft Word, Excel, Projects, Lotus Notes. Advanced Supervisory Skills. Ability to lead discussions in training classes and meetings. Must be capable of representing Elliott and Ebara NATURE OF THE JOB Principal activities of this job are analyzing customer’s problems, collecting and recording product and technical information, to summarize findings, to report product troubles as well as contractual troubles on each assignment. Further, to direct the assigned labor force, which may be Elliott's own labor, customer supplied or contracted and to ensure that equipment is built to the required standards and procedures relating to installation, commissioning, start-up, repair or maintenance work of customer's equipment. Although some activities are covered by policy, precedent, or standard procedures, most of the work has to be programmed and supervised by the service engineer based on actual site requirements. As Elliott seldom builds two machines alike or customers seldom use an Elliott machine in identical service, the likelihood of responding to new or unfamiliar situations is a very real and common occurrence. Advises customer on operating and maintenance procedures, recommends proper parts stocking and overhaul programs to minimize equipment downtime. Assists in performance testing/evaluation. CONTACT WITH OTHERS Internal contacts: All levels of management and assigned employees in the following departments: Field Service Operations, Repair Shop Operations, Service Parts Operations, Technical Service, Rerates and Modifications, Aftermarket Sales, Finance/Accounting, Legal/Contract Administration, HSE. External contacts: Customers, Vendors, Sub-contractors, Sales Representatives/Agents. Internal and external ISO & HSE auditors. Acts mostly as sole company representative while at site. Regional Section (in addition to above): Travel requirements expected to be 100%, if not stated differently in the employment letter. Regional Section (in addition to above):Travel requirements expected to be 100%, if not stated differently in the employment letter. SUPERVISION This position is primarily one of individual contribution. However, the Engineer may supervise customer personnel (for new equipment installations rather in an advisory than in a direct supervisory capacity), and may also supervise service representatives, hired labor and local contractors.SPECIFIC JOB RESPONSIBILITIES/COMPETENCIESEnsures all work is performed in a safe manner to prevent injury to personnel or equipment, i.e. ensures that safety, quality and schedule are obtained. Adheres to instructions and guidelines as described in the quality and HSE management systems. Can be asked to assist in the quotation process for minor projects. Handles and coordinates technical issues of a project, such as installation, commissioning, troubleshooting or maintenance. Schedules and allocates personnel and material to execute work scopes, plans and prepares minor projects. Performs safety planning and detailing on minor projects. Performs the technical job preparation and planning. Conducts investigations of product trouble including performance problems and takes corrective action as directed by the Field Service Manager/Senior Service Engineer. May exercise independent judgment and corrective action plan depending on the nature of the trouble and availability of communication lines. Provides technical direction and assists Field Service personnel on other assignments as directed. Supervises, directs and controls customer personnel, hired labor and Service Representatives in the installation, start-up, repair or maintenance of equipment. Prepares and gives toolbox talks. Responsible for local purchasing. Participates in the training of customer’s and own personnel. Issues work method statements. Conducts experimental programs for development of modifications to field equipment. Acts in Site Manager’s capacity while directing work on Elliott equipment as well as on non-Elliott equipment. • Makes customer courtesy calls to check inventories and promote the sale of parts, inspect new shipments, and sell service in conjunction with the Service Sales Engineer. • Keeps Field Service Manager/Support Engineers promptly and thoroughly informed on all work performed, quality, performance and equipment problems, customer’s reaction to equipment, and future sales potential. • Keeps installation back charges from customers and/or mechanical contractors on a minimum through good judgment and prompt action. • Responsible for contributing new ideas to improve product design and appearance, enhance company service, and eliminate troubles. • Issues Service Reports promptly and completely noting particular instances with dates and names of persons connected with these events. • Promotes customer good will through effective communication and cooperation with customer’s personnel. • Assists in resolving Elliott’s liability in failure claims or checks validity of customer’s claims.To learn more about our Job Applicant Privacy Notice, please click here.