Field Service Engineer

About the role

The Field Service Engineer role is a remote position servicing the Eastern PA area. Travel up to 90% of the time is required, including extended travel, and must have a home base within Eastern PA area. This role involves extended travel during the training period, with assignments that may require being away for up to two weeks at a time. The full training period may last between 6 months to 1 year, depending on individual development and business needs.

Essential Duties And Responsibilities

• Installs and starts up new equipment, or modifies existing equipment at customer's facility, to ensure proper operational functionality according to the equipment specification & scope of work outlined in the Sales Order or Field Service work instruction.
• Review project scope of supply and budget allowance, and work within the allocated parameters.
• Execute and identify technical issues and service jobs of heat treatment equipment at the customer site to provide on-site technical assistance to help repair, troubleshoot, perform preventative maintenance, calibrations, etc.
• Reviews equipment reports and documentation from the customer and other field representatives to aid in troubleshooting equipment faults.
• Analyzes results and makes recommendations for repair or replacement of faulty components, and/or other corrective actions.
• Coincides problem solving activities through central support structure, including Tech Support, AMS Parts group, Engineering, or Customer Service Managers, to expedite required repairs.
• Identify and promote up-/cross-selling potential for services of heat treatment equipment at the customer site.
• Function as first point of contact for customers with existing service contracts.
• Plan and schedule service jobs in coordination with the Regional Service Manager.
• Accurately and timely record hours worked, job assignments, and submit expense reports.
• Document performed service jobs and record possible warranty claims.
• Train on essential skills through workshops, bulletins, and on-the-job shadowing, based on field insights and company offerings. May be required to attend Ipsen FSE Academy located in Cherry Valley, IL.
• Develops and conducts customer training on the equipment in a safe manner, covering both the equipment and related components.
• Works safely and follows all Ipsen safety protocols and policies. This includes strict adherence to Lock-Out/Tag-Out, Confined Space protocols, etc., as well as customer site-specific safety trainings.
• During slow or open time, the FSE will schedule courtesy customer visits to inspect equipment and advise customers to any potential service needs.

Requirements

• Knowledge of basic computer operations and software programs.
• Possess strong mechanical and electrical aptitude and skills.
• Possess good problem-solving and troubleshooting skills with hands-on mentality.
• Ability to work independently with minimal supervision and key decision-making skills.
• Possess strong customer service focused mentality.
• Must have a current, valid driver’s license and service automobile insurance coverage as stated in the Ipsen Travel Policy.
• Ability to travel up to 90% of the time, mostly domestic with occasional international.

Education And Experience

• High School Diploma or GED equivalent required.
• 2 years of related industrial equipment operation and/or maintenance experience and completion of an intensive industry training program or 4+ years of related industrial equipment operation and/or maintenance experience.
• Experience in equipment calibration, pyrometry, vacuum, thermal and TUS experience preferred.

Physical/Visual/Mental/ Environmental Factors

• Regularly required to stand; walk; use hands to finger dexterity, handle or feel objects.
• Regularly required to use close vision, hear and talk.
• Regularly required to reach with hands and arms.
• Frequently required to lift and/or move up to 25 pounds, frequently lift and/or move up to 50 pounds and occasionally lift and/or move up to 100 pounds.
• Frequently required to climb or balance; stoop, kneel, crouch, or crawl.
• Sometimes required to sit.
• May be assigned to locations with high level of noise.
• Occasionally required to climb up to 6 ft with safety harness.