Service Engineer
Primary Purpose:
To support customer dicing machine and ancillary equipment maintenance, service and technical requirements, from both an office and field perspective.
Customers are primarily based in the UK and continental Europe, with some also being in North America and the Far East.
Reports to: Operations Manager
Job responsibilities:
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Answer and action customer requests for maintenance, service or technical assistance, working to achieve a resolution remotely in the first instance.
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Become familiar with the design, build and workings of the range of Dicing Machines manufactured by Loadpoint, as well as the range of ancillary equipment supporting the dicing machines.
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Become familiar with the dicing process for the range of Loadpoint Dicing Machines, gaining an understanding of the dicing blade range and designs and how blades are changed, dressed and zeroed before dicing etc.
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Amend, update and/or correct machine Manuals and Data Sheets and re-issue in a controlled manner.
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Action, amend, update and/or correct customer requests for Standards documentation e.g for CE Mark, UKCA.
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Communicate effectively and clearly with customers and colleagues alike, seeking to deliver best-in-market service standards, utilising the phone, e-mails, Teams video conferencing and face-to-face visits.
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Work closely with colleagues in both Sales, Service and Engineering in particular, but also in Production. Seek assistance from Engineering for unresolved customer issues and be informed about new designs on machines being implemented.
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Work especially closely with Sales/Service colleagues to schedule customer visits to perform Service or Maintenance work, agreeing and booking the required timeframe, travel arrangements, hotels, customer contact details etc.
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Review the Maintenance HelpDesk sheet with Sales colleagues for logged customer Maintenance, Service & Technical requests.
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Visit customers primarily throughout the UK and mainland Europe, but also occasionally in North America and in the Rest of the World.
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Write and issue Customer Visit Reports in a timely manner following visits to customers to resolve machine issues.
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Identify and communicate opportunities for improvements or solutions to resolve/negate specific machine failures going forward.
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Become familiar-with and make use of the Loadpoint MRP Operating System called Progress Plus.
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Work in an efficient and methodical way, pay attention to Safety, Product Quality and Product specifications, reporting any concerns and non-conformances quickly to your Manager.
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Attend work at the agreed times and days in line with your agreed working pattern and work in a way that is compliant with all relevant company and departmental Health, Safety and environmental policies and procedures at all times.
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Maintain and develop good working relationships and communication with stakeholders at all customers, as well all Loadpoint departments, in particular Sales, Service & Engineering. Promote a sense of team working within Loadpoint and a common purpose in the achievement of Quality and all other Company goals.
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Place the Customer at the heart of the business and everything we do.
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Train and coach colleagues in personal skills and knowledge gained, so as to improve and develop the understanding of Loadpoint machines.
What we expect of you:
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Education / Qualifications: Likely to have completed an Engineering Apprenticeship, or gained a comparable level of Engineering understanding through being time-served. Knowledge of SMC Pneumatics and the Semi Conductor Industry would be an advantage.
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Professional Skills/ Abilities: Proven track record working as a Service Engineer, preferably in an Engineering or Precision Machine or Industrial Manufacturing environment, but all/any Service Engineering experience will be considered. Good computer skills required.
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The ability to see and understand the bigger picture, specifically in-terms of how a machine works in different sections.
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The ability, desire and capability to-learn.
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To be able to work independently and have good problem solving skills.
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Good relationship building skills with a proactive approach and customer focused.
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To perform any other related duties and to work flexibly when required in order to meet the needs of the business.
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Typical time spent travelling is up to 50% of the working week, sometimes needing to stay over-night at a location.
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Lifting of assemblies up to 20kg using correct manual handling techniques.
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Use of Compressed Air Supply.
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Use of Electrical Testing Equipment.
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Travel by road, rail and/or air to perform Service/Maintenance requirements at customers across the UK, mainland Europe and occasionally in the Rest of the World – Must have a driving licence and passport.
What you can expect of us:
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A fun, fair and fast workplace.
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Competitive salary.
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A work environment that welcomes your ideas and suggestions, big or small.
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Unique personal development opportunities within the company.