What are the responsibilities and job description for the Field Service Engineer position at ETC?
We're seeking an experienced Field Service Engineer to join our team in the London office. We support our customers with technical expertise in the use and application of all ETCs products. The role will require technical knowledge and familiarity of ETC products, experience in entertainment lighting and a willingness to travel! The Field Service Engineer will also provide customer support, diagnosis of technical problems and response to pager calls.
If you have the required experience and knowledge for this role, this may be the position for you!
Representative Responsibilities:
Supports ETC and other products in all our other territories
Provides phone and e-mail technical support and service
Diagnoses technical problems accurately
Ensures repairs are made within the time frame agreed upon by ETC and customer
Informs customer of progress
Completes follow-up documentation and log cases in the system
Provides 24-hour pager support on a rotating schedule
Responds to pager calls within 15 minutes
Repairing faulty products that are sent back to ETC
Work with testing, storing, organizing, and dispatching demo and loaner equipment
Provide trade show support
Prepare equipment
Provide technical coordination for trade shows
Attend trade show and provide sales and service support
Provide demos of equipment
Energizes ETC systems at customer site
Ensures timely arrival to customer site through Project Management, Technical Service Administration, and site contact
Provides positive and effective supervision regarding ETC equipment at job sites
Evaluates projects on-site to ensure Field Service plan was followed
Performs necessary adjustments to the plan and assures the adjustments are based on job information
Ensures system meets customer requirements
Performs effective end-user training
Ensures all job documentation is correctly filled out and returned to factory personnel
Reports all quality and service issues to the appropriate factory personnel
Trains internal personnel, external technicians and customers on the proper use of ETC products
Ensures training workshops have adequate preparation
Ensures training attendees are educated on ETC products
Performs hardware and software upgrades
Performs specified upgrade to meet customer requirements
Completes follow-up documentation
Establishes and maintains relations with ETC dealers, reps, Authorized Service Providers, consultants, contractors and end users
Ensures ETC is projected in a professional and enthusiastic manner
Remains current on changes in policies, procedures, and product offerings
Ensures product knowledge is up to date
Reviews and improves existing procedures on a regular basis
Other duties as assigned
Complete special projects and requests in a timely and positive fashion
Provide Engineering Change Orders to warehoused goods as needed
Minimum Qualifications:
Bachelors degree or comparable business experience in increasingly responsible positions in the related discipline
4-6 years entertainment lighting experience
Customer service experience
Experience with mains voltage and 3 phase electricity
Strong knowledge of entertainment lighting systems (Specific knowledge of ETC product line is preferred but not required)
Knowledge of high-powered electrical, digital and analog control systems
Excellent communications and interpersonal skills
Excellent organizational, problem-solving and decision-making skills
Excellent customer service skills
Ability to be creative and innovative
Ability to multitask
Strong degree of flexibility and independence
Computer skills (Outlook, Internet, Word, Excel, PowerPoint, AutoCAD, Acrobat Reader)
Ability to use product related software
Able to use hand tools, power tools, and electronic test tools
Able to travel extensively and to be flexible
Must maintain an acceptable driving record and valid license
Ability to work weekend and evenings as required
Ability to work within a construction environment
Able to lift up to 23kg
Knowledge of the fundamentals of electricity
Ability and certification to operate scissors lift is helpful
