Senior Field Service Engineer - Semarang

The senior service engineer is in charge of installing, maintaining, troubleshooting, and repairing technical equipment or systems.

The client is a leading global accessories & apparel manufacturer.

Description

1. Lead and mentor a team of field service engineers, providing technical guidance, best practices, and professional development.
2. Act as the primary escalation point for high-priority customer issues.
3. Oversee complex installations and repairs, ensuring resources align with customer requirements and deadlines.
4. Maintain high standards of service, customer interaction, and technical execution.

Advanced Installation & System Integration

1. Manage the installation and integration of advanced systems, ensuring compliance with engineering specifications and quality standards.
2. Collaborate with internal teams (PM, Sales, Onboarding) to develop tailored solutions for complex customer needs.
3. Ensure proper configuration, calibration, and operational readiness of installed or upgraded systems.

Troubleshooting & Problem Resolution

1. Provide expert diagnostics for critical equipment failures, utilizing diagnostic tools, RPA, AI-powered platforms, and ticketing systems.
2. Resolve escalated customer issues promptly, minimizing downtime and ensuring high satisfaction.
3. Leverage data analytics and predictive maintenance tools to proactively address recurring issues.

Proactive Maintenance & Performance Optimization

1. Lead predictive maintenance programs to anticipate and prevent equipment failures.
2. Develop and execute proactive service plans, optimizing system performance and longevity.
3. Conduct site surveys and audits, recommending upgrades and improvements for enhanced ROI.

Remote Support & Digital Tool Integration

1. Utilize remote monitoring tools, omnichannel apps, and AI-generated video diagnostics to support teams and customers, reducing on-site visits.
2. Ensure service data is leveraged for operational insights and customer satisfaction.
3. Integrate digital tools into daily operations, including ticketing systems, mobile apps, and diagnostic platforms.

Customer Engagement & Relationship Management

1. Build and maintain strong relationships with key customers, serving as a trusted technical advisor.
2. Manage customer expectations and ensure satisfaction throughout installations, repairs, and service engagements.
3. Provide technical recommendations on equipment upgrades, system expansions, and emerging technologies.

Process Improvement & Knowledge Sharing

1. Continuously improve service processes for efficiency, cost-effectiveness, and customer satisfaction.
2. Conduct post-service reviews to gather feedback and drive process improvements.
3. Develop knowledge bases and SOPs to enhance service consistency and accuracy.

Health, Safety & Compliance

1. Ensure all field service activities comply with company policies, industry regulations, and safety standards.
2. Lead risk assessments for complex installations and repairs, prioritizing safe working conditions.
3. Foster a culture of safety through training and ongoing reinforcement.

Profile

1. Bachelor's degree in Industrial, Electrical, or Mechanical Engineering, or equivalent technical certification/experience.
2. Minimum 5 years in the field service industry, with at least 2 years in a senior technical or leadership role.
3. Experience with remote support technologies (video assistance, AR, virtual troubleshooting).
4. Proven expertise in high-tech systems and emerging technologies (e.g., RPA, IoT, ServiceMax).
5. Fluent in English (Mandarin is a plus).
6. Strong leadership, team management, and mentoring skills.
7. Excellent customer communication, translating complex technical details into clear solutions.
8. Strong relationship-building skills, with a deep understanding of client needs.
9. Expertise in mechanical, electrical, and software systems in the apparel industry (e.g., RFID, PLCs, industrial machinery, labeling printers).
10. Advanced troubleshooting skills, both on-site and remotely, using digital tools and data insights.
11. Strong analytical and problem-solving abilities, with a focus on quick diagnosis and resolution.
12. Ability to analyze large datasets from ticketing systems and other digital tools to identify trends and areas for improvement.

Job Offer

1. Work in an international and diverse setting.
2. Work in a reputable and global MNC.
3. Career growth and opportunities.

To apply online please click the 'Apply' button below. For a confidential discussion about this role please contact Erni Susantoon +62 21 2958 8907.