Field Service Engineer

Key Responsibilities

1. Independently conduct key operational activities, including installation, commissioning, maintenance, and troubleshooting of Edwards products to achieve >95% First Time Fix Rate (FTFR), ensuring high levels of customer satisfaction.
2. Adhere strictly to defined work processes, risk assessments, and Standard Operating Procedures (SOP).
3. Select, accurately maintain, and appropriately use Edwards Product and Field Service Operational information. Utilize Edwards processes, systems, and personnel networks, including the Edwards Service Management Application (SMA), and apply escalations (e.g., CMS), communications, and reporting to ensure a strong focus on customer satisfaction.
4. Perform software setup, operation, maintenance, and basic analytics, conducting fault-finding and troubleshooting support to resolve or escalate issues within agreed contractual timeframes and Service Level Agreements (SLAs) to meet customer expectations.
5. Work alongside teammates, demonstrating situational risk awareness for on-the-job Safety, Health, and Environment (SHE), while providing strong support to teammates and adhering to all relevant risk control aspects associated with field service activities.
6. Learn and develop knowledge and skills as a Field Service Engineer, advancing to more complex product ranges after completing applicable product training.
7. Provide detailed and accurate feedback on field service activities and compile clear and concise reports for submission to your line manager and/or technical support to facilitate informed decisions for resolving product issues. Submit relevant SMA data after completing activities to support operational data collection.
8. Setup, operate, and maintain software products and monitoring platforms on Edwards equipment.
9. Work with Edwards processes and operating platforms to accurately capture service-related information, creating field service notifications and orders through to the completion of work orders.
10. Align with organizational expectations to deliver and achieve targets.

Job Requirements

1. Strong customer focus to ensure delivered solutions meet customer expectations and timeframes, while aligning with Edwards strategies and processes.
2. Self-directed with the ability to understand and resolve problems aligned with job responsibilities, escalating through appropriate channels when necessary.
3. Proactively seek feedback and ask questions to understand business and improve decision-making.
4. Collaborate and support team members to deliver company objectives.
5. Comply with all applicable laws, policies, and standards to ensure organizational safety and health obligations are met.
6. Good written and verbal communication skills; proficiency in home country language, with a basic command of written and spoken English required.
7. Able to use computer software to record data and write reports.
8. Can understand and interpret technical documentation relevant to work, such as technical drawings.
9. Education level: Formal qualification in mechanical, electromechanical, or electronics discipline.
10. Minimum of 2 years of working experience in a relevant or related industry or technical experience in an engineering, service, or maintenance role, involving direct contact with external and internal customers.
11. Fresh graduates may be considered based on merits.
12. Previous field service experience in a relevant or related industry, ideally in a customer-facing role.
13. Able to manage and prioritize activities as directed by the line manager.
14. Logical approach to fault finding, adopting systematic problem-solving methodology.
15. Able to interact positively in a multicultural and multilingual environment.
16. Team player, able to provide support among the team and/or as required by the line manager.