Leadership & Mentorship:
- Lead and mentor a team of field service engineers, providing guidance on technical issues, best practices, and professional development.
- Ensure that all field engineers maintain high standards of service, customer interaction, and technical execution.
- 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.
Advanced Installation & System Integration:
- Ensure the proper configuration, calibration, and operational readiness of systems upon installation or upgrade.
- 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.
Troubleshooting & Problem Resolution:
- Manage and resolve escalated customer issues, ensuring minimal downtime and high customer satisfaction.
- 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.
- Use data analytics, predictive maintenance tools and to identify underlying causes of recurring issues and address them proactively.
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.
Remote Support & Digital Tools Integration:
- 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.
- 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.
Customer Engagement & Relationship Management:
- Provide technical recommendations for equipment upgrades, system expansions, or new developed technologies that can help customers meet their business goals.
- 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.
Process Improvement & Knowledge Sharing:
- Collaborate with internal teams to continuously improve service delivery processes, ensuring maximum efficiency, cost- effectiveness, and customer satisfaction.
- Contribute to the development of knowledge bases and standard operating procedures (SOPs) to improve consistency and accuracy in service delivery.
- Lead post- service reviews to assess the success of service engagements, gather feedback, and identify opportunities for improvement.
Health, Safety, and Compliance:
- 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.
- Ensure that all field service activities comply with company policies, industry regulations, and safety standards
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.
- Analyse service data to identify trends, potential service gaps, or opportunities for improvement in the field service operation.
