Field Service Engineer

Job Summary

Insight Global's client is specialized in developing, building, and installing optical sorting machines. They deliver custom solutions to their international customers who are primarily active in the food industry. With their innovative technology we help our customers reduce their costs for their product processing but at the same time maintain an optimal product quality.

As technical support officer & field service engineer you take on a hybrid role that combines office-based support with hands-on field service activities. You play a dual role at the heart of our customer service operations by acting as a first point of contact for our customers when they reach out remotely for assistance as well as helping them in the field. Your responsibilities include:

Responsibilities

Technical service support:

• You manage incoming calls, emails or WhatsApp messages providing remote technical assistance to customers. You diagnose and resolve hardware and/or software issues on our machines or you reassign to the service coordinator to arrange an on-site service visit by a field service engineer
• You document service cases and maintain accurate records in our CRM system
• You’ll handle (administrative) follow-up of service activities. This includes creating and closing service tickets, preparing service shipments and supporting the invoicing process.
• You’ll take ownership of documenting work instructions and will proactively develop or improve internal processes and procedures where needed to ensure service efficiency and consistency
• You’ll prepare our demo machines for on-site demo’s by one of our T&D engineers

Field service engineering:

• You’re responsible for installing, servicing and maintaining the equipment at our customer facilities according to the specifications. You will troubleshoot and resolve electrical, mechanical, software and sorter programming issues both on site and remote (via phone or remote access)
• After installation you give technical training and education to your client on how to set-up the machine, use it and fix first line failures. You also give advice on how to maintain the machine.
• You share field insights regarding recurring issues and bottlenecks and how to fix them
• You’re also responsible for the administrative processing of the work performed and you write work instructions if necessary

Required Experience

• 2-5+ years of experience
• Strong electrical troubleshooting skills (low voltage DC) as well as mechanical work experience.
• Experience using a multimeter
• Good phone presence and able to de-escalate situations
• Technical writing and reporting experience
• HS diploma or GED, Bachelor's preferred
• Passport required
• Okay with being on the road 80-100 days of the year

Pay

$70,000.00 - $90,000.00 per year

Benefits

• 401(k)
• Dental insurance
• Flexible spending account
• Health insurance
• Paid time off
• Vision insurance

Work Location

In person