- Independently conduct key operational activities, for example, Installation, commissioning, maintenance and troubleshooting of Edwards products to achieve >95% First time fix rate (FTFR), whilst ensuring high levels of customer satisfaction.
- Adherence to defined work processes, risk assessment and SOP is required to be strictly comply.
- Where required, select, accurately maintain, and appropriately use Edwards Product and Field Service Operational information. When required use Edwards processes, systems, and people network (inc Edwards Service management application system (SMA). When applicable use escalations (e.g., CMS), comms & reporting etc., to ensure a strong focus of customer satisfaction.
- Undertake Software setup, operation, maintenance and (basic) analytics. Conducts basic fault-finding and troubleshooting support to resolve or escalate issues within the agreed contractual timeframes and or Service level agreements (SLA’s) to meet customer expectations.
- Works alongside teammates - Demonstrates situational risk awareness for on the job SHE as well as providing strong support of teammates. Adheres to all relevant aspects of the risk control elements associated with all field service activities
- You will be expected to learn and develop your knowledge and skills as a Field service engineer. You will be expected to advance to more complexed product ranges after completion of applicable product training.
- Provides detailed and accurate feedback on field service activities and compiles clear and concise reports for submission to your line manager and/or technical support to enable informed decisions to be made to resolve product issues. Submit relevant SMA data after completion of activities to help support operational data collection.
- As part of your role, you will be expected to setup, operation and maintenance of software products and monitoring platforms on Edwards equipment.
- You will be expected to work with Edwards processes and operating platforms to accurately capture service-related information as determined by the scope of responsibility for creation of field service notifications and orders, through to the completion of work orders.
- Strong alignment with organisation expectations to deliver and achieve the targets.
Job Requirements
- Strong customer focus to ensure delivered solutions meet customer expectations and timeframes, whilst working in alignment with Edwards strategies and processes.
- Self-directed, with the ability to understand and resolve problems aligned with job responsibilities and escalates through the appropriate channels when required.
- Proactively seeks feedback and asks questions to understand business and improve decision making
- Collaborates and supports with team members to deliver company objectives
- Complies with all applicable laws, policies and standards to ensure organizational, safety and health obligations are met.
- Good written and verbal communication skills. Proficient in home country language, a basic command of written and spoken English is required.
- Able to use computer software to record data and write reports
- Can understand and interpret technical documentation relevant to work e.g. technical drawings
- Education level: Formal qualification in a mechanical, electromechanical or an electronics discipline.
- Minimum of 2 years working experiences in relevant or related industry or technical experience in an engineering, service or maintenance role, involving direct contact with external and internal customers.
- Fresh graduates can be consider based on merits.
- Previous field service experience in a relevant or related industry, ideally customer facing.
- Ability to manage and prioritize activities as directed by line manager.
- Logical approach on fault finding, adopting systematic problem solving methodology.
- Able to interact positively in a multi-cultural and multilingual environment.
- Team player, able to provide support among the team and/or required by the Line Manager.
