Field Service Engineer bei Marel

The Field Service Specialist (FSS) is a specialist in complex or a wide range of field service activities and is responsible for fulfilling the customer’s expectations during complex field service activities. The FSS has advanced product/process knowledge (optimization) and independently installs and runs more complex solutions, acting as the communication point between the customer, external parties and Marel. The FSS can solve specific and non-typical problems through good analysis and can supervise large projects. The FSS mentors Field Service Engineers (FSE) in the field and provides complex training.

Main Tasks

The FSS:

• Will ensure excellent performance with troubleshooting, repair, installation, maintenance, customer training and/or general support for Marel machinery at customer facilities specifically within large/complex projects
• Supervises large/complex projects, the preparation of installation and maintenance activities and aftercare of new installations. Keeps in close contact with the customer and reports the progress taking place
• Is expected to lead and take full responsibility of the assignments
• Maintains own skills, is technically proficient in the skills necessary to install, troubleshoot, repair and train customers on Marel equipment / solutions and carry out routine maintenance jobs
• Mentors (junior) Field Service Engineers in the field and will provide training on complex equipment or service activities
• Ensures quality and disciplined preparation and reporting of the visits to update customer support coordinators and field service administrators to ensure best possible customer outcome
• Sets priorities in accordance with the needs of the company and the customer
• Ensures the customer will experience a professional, confident, emphatic and competent service from the organization
• Ensures that in situations where the service delivery to the customer is compromised the Field Service Specialist will escalate the matter according the company’s processes to ensure the right support to the customer
• Follows company processes consistently:
  • On time preparation to minimize risk or rework to ensure a smooth first-time right execution of the visit.
  • Secure or ensure a meeting with the customer upon arrival onsite and receive briefing from the customer
  • Prepare and execute the work in complex projects as agreed with the customer
  • Manage the customer experience
  • Identify sales and service opportunities
  • Identify/update/validate information of the Installed Base
  • Process hours and expenses
  • Technical reporting
  • Keep stakeholders informed and updated
  • Inform the Customer Support about arrival time if outside of expected window
  • Confirm reception of a work order to the resource planner
  • Update Customer Support and customer on progress of the work
  • Debrief customer on work done and performance of the machine
  • Report on quality issues and non-conformity (NCR)
• Other duties assigned as required by the business

Skills and Abilities

• Extensive knowledge of principles and processes within Marel for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction
• Extensive knowledge of Marel equipment and processes
• Ability to lead complex large projects
• Ability to execute agreed tasks & deadlines against performance criteria (KPI)
• Result orientation, ability to follow through and respect deadlines
• Customer face-to-face interaction skills and commercial service skills
• Act as an ambassador for Marel, living our values
• Social perceptiveness
• Extensive technical competence in an engineering discipline
• Computer literate
• Good grammar and communication skills

Education, Knowledge, and Experience

• Higher educational level in Mechanical, Electrical and/or Software engineering or similar knowledge/ experience level
• Recognized product training on food processing equipment
• Strong communicator/leader with analytical skill and the ability to work under pressure
• Senior Field service experience in an equipment/software industrial environment preferred
• Excellent English skills, both written and verbal                                

• Experience with and comfort working in a multi-cultural, multi-discipline organization is an advantage

Commitment to Global Safety

As a Marel employee you are expected to respect internal rules and actively contribute to the delivery of the corporate Safety policy and guidance to ensure Marel is a safe place to work.

Marel Vision and Values

In partnership with our customers we are transforming the way food is processed. Our vision is of a world where quality food is produced sustainably and affordably. Marel’s core values are: Unity, Innovation and Excellence.