Description of role:
Service Engineer is assigned to perform maintenance, correction, repair, troubleshooting, and testing of installed marine exhaust gas clening systems. In addition, the Service Engineer is also responsible for providing technical support solutions to internal and external stakeholders such as case handlers and service coordinators and take ownership of assigned support cases. Moreover, Service Engineer can occasionally be assigned to after-hours emergency support assistance (24/7 support) to customers on a rotating basis.
Essential Duties and Responsibilities:
• Maintain compliance with all company policies and procedures. Ensures that all activities, both supervisory and administrative tasks, at site agree with the governing laws, rules, standards, and existing policies of the company and at the field.
• Participate in all safety and security training that Manta provides.
• Perform maintenance, monitoring, and troubleshooting tasks of the Manta systems/equipment during service-related trips onboard vessels.
• Repair and test the Manta systems/equipment during service-related trips onboard vessels.
• Perform basic software tasks in relation to attendances, such as uploading, downloading and fine-tuning the software.
• Assist with scope of work development and claim inclusion to service attendances.
• Assist and advice internal departments with claims related to the Manta systems/equipment by evaluating and investigating incoming claims, and in certain situations be responsible for the handling of specific claims procedures.
• Assist other engineers during installation, commissioning, and service missions of the Manta systems/equipment with technical support.
• Take ownership of support cases as assigned by Team Leader Tech. Support; respond to customer complaints and evaluates and resolves the problems that customers inquiry about.
• If assigned, provide after-hours emergency support assistance (24/7 support) to customers on a rotating basis with other customer support team members as assigned by Service Manager.
• Develop and retain good customer relationship on field
• If assigned, hold training sessions for customer/crew members during service-related trips onboard the vessel to ensure that crew members maintain and operate the Manta systems/equipment properly.
• Prepare required documents for completion of service trips and ensure that the documents are received by Office.
• Fill out and complete the documentation package and template(s) related to service trips.
• If assigned, perform Factory Acceptance Testing (FAT)
• Submit product improvement proposals to the concerned department and Service Manager in existing and future hardware or software to prevent the reoccurrence of a problem (failures, defects, anomalies, and malfunctions).
• Report common complaints of customers from on-site and/or off-site activities to the Service Manager to address the situation for future reference.
• Perform other related duties as assigned by the manager.
Minimum Education and/or Work Experience Requirements:
Hard Skills:
• BSc degree or minimum 5 years relevant work experience in the shipping industry
• Knowledge of proper safety procedures on board and recognition of hazards at sites (marine safety).
• Solid skills in marine electric, having experince and a good understanding of PLCs.
• Driver’s license (vehicles)
• Sufficient computer proficiency in:
- MS Office 365 (Word, Excel, PowerPoint, Outlook, etc.).
- MS Dynamics (Case Management System).
Soft Skills:
• Excellent verbal and written communication skills in English, including the ability to effectively communicate with internal and external customers.
• Is able to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary customer service. Be flexible whenever necessary.
• Ability to work in teams and independently, and carry out assignments to completion within parameters of given instructions, prescribed routines, and standard accepted practices
• Is structured, handy, and can plan and organize the execution of service work.
• With short notice can travel abroad and leave your home for service trips.
Advatages:
• Knowledge and experience with SOx/NOx, function of components and whole system, including:
- PLC program changes/re-programming.
- VFD commissioning/re-programming.
- Setup of network communication systems. Configuration of switches, I/O, PLC, etc.
• First aid certificate
