Full Job Description
Overall purpose of role:
The Field Service Engineer is responsible for providing professional, responsive technical service and support to customers across the MPT product portfolio. The position performs installation, commissioning, preventive maintenance, troubleshooting, repair, and technical support activities at customer sites.
The Field Service Engineer serves as a key technical interface with customers and works closely with Technical Sales Coordinators, Engineering, Customer Service, Planning, and Regional Sales Managers to resolve technical issues, support equipment performance, and identify opportunities to further support our customers.
The position requires regular travel to customer locations and the flexibility to respond to customer requirements at short notice when necessary.
Key Responsibilities: Responsibilities include, but are not limited to:
Field Service & Technical Support:
• Perform service, preventive maintenance, troubleshooting, repair, installation, and commissioning activities at customer sites.
• Diagnose mechanical, electrical, controls, instrumentation, and process-related equipment issues within the individual's level of training and competence.
• Provide clear and accurate diagnosis of technical problems and recommend appropriate corrective actions.
• Support customers remotely when appropriate to assist with troubleshooting and resolution of equipment issues.
• Provide customers' engineers and operators with appropriate technical guidance and equipment training.
• Escalate complex technical issues to Engineering or other internal specialists when additional support is required.
Customer Support
• Represent the company professionally during all customer interactions and site visits.
• Communicate clearly with customers regarding work performed, equipment condition, outstanding issues, and recommended follow-up actions.
• Coordinate feedback and technical information between customers and relevant internal departments.
• Develop strong working relationships with customers and contribute to a positive overall customer experience.
• Recognize potential requirements for spare parts, service, upgrades, training, or additional technical support and communicate these opportunities to the appropriate internal team.
Service Planning & Documentation
• Work closely with the Field Service team, Technical Sales Coordinators, and Regional Sales Managers to coordinate and support customer site visits.
• Plan and book travel and accommodation associated with assigned service activities in accordance with company policies.
• Prepare and maintain required risk assessments, method statements, permits, and other site documentation.
• Complete clear, accurate, descriptive, and timely service reports following each customer visit.
• Maintain appropriate technical and safety documentation required to perform on-site services.
• Submit timesheets, travel expenses, and other required administrative documentation accurately and on time.
• Support the preparation of spare parts and service quotations when required.
Health, Safety & Compliance
• Perform all work in accordance with company and customer health and safety requirements.
• Complete appropriate risk assessments before and during customer site activities.
• Maintain required safety qualifications, certifications, and contractor documentation.
• Identify and communicate unsafe conditions or practices encountered during field activities.
• Follow customer site procedures and applicable company policies at all times.
Organizational Relationships
The Field Service Engineer will work closely with:
• End users and customers
• Field Service team members
• Technical Sales Coordinators
• Regional Sales Managers
• Engineering
• Customer Service and Planning teams
• Aftermarket and spare parts teams
Qualifications & Experience
Relevant experience may include:
• Field service, commissioning, equipment maintenance, or industrial technical support.
• Experience working with industrial process or manufacturing equipment.
• Mechanical equipment fault finding and maintenance.
• Electrical, controls, instrumentation, and pneumatic troubleshooting.
• Experience working directly with customers in an industrial or manufacturing environment.
A relevant technical qualification, apprenticeship, or equivalent practical experience in mechanical, electrical, controls, mechatronics, or a related engineering discipline is preferred.
Technical Skills
• Strong fault-finding and troubleshooting capability.
• Ability to accurately diagnose and clearly communicate technical problems.
• Good understanding of mechanical engineering principles.
• Working knowledge of electrical systems, controls, instrumentation, and pneumatics.
• Basic understanding of PLC hardware and software is advantageous; further training may be provided.
• Ability to read and interpret relevant technical documentation, drawings, manuals, and schematics.
• Good understanding of health and safety requirements associated with industrial field service.
• Ability and willingness to develop technical knowledge across the MPT product portfolio.
• Commitment to continuous development and completion of required technical and safety training.
Customer & Professional Skills
• Strong customer-service orientation.
• Clear verbal and written communication skills.
• Professional and confident when working independently at customer facilities.
• Ability to explain technical information to both technical and non-technical audiences.
• Organized and capable of managing priorities while travelling.
• Good judgement regarding when an issue can be resolved independently and when specialist support should be engaged.
• Collaborative approach when working with colleagues across Sales, Engineering, Customer Service, and Aftermarket.
Computer & Business Systems
Working knowledge of:
• Microsoft Office, including Word, Excel, PowerPoint, Outlook, and Teams.
• JDE or equivalent ERP systems for accessing customer, equipment, parts, and quotation information.
• Concur or equivalent systems for travel and expense management.
• Company service reporting and documentation systems as applicable.
Travel Requirements
Regular travel to customer sites is an essential requirement of the position.
• Ability to travel at short notice when required to support urgent customer needs.
• Travel may include overnight stays and, depending on business requirements, domestic and international travel.
• A valid driver's license is preferred.
Physical Demands
• While performing the duties of this position, the employee may be required to:
• Work in both office and industrial/manufacturing environments.
• Stand, walk, sit, communicate, and work around industrial equipment for extended periods.
• Travel frequently to customer facilities.
• Occasionally lift or move equipment or components weighing up to approximately 40 lbs, subject to applicable safe-working practices.
Work Environment
The Field Service Engineer will work in a variety of environments, including offices, manufacturing facilities, production floors, workshops, and customer sites. Appropriate personal protective equipment and compliance with applicable site safety requirements will be required.
Other Duties
The responsibilities above describe the principal functions of the position and are not intended to represent an exhaustive list of all duties. Additional responsibilities may be assigned based on customer and business requirements.
Total Rewards
The compensation range for this position is $69,200.00 - $103,800.00, depending on experience. This position may be eligible for performance based bonus plan.
Benefits Package
Our comprehensive U.S. benefit offerings include: Health benefits, 401(k) retirement savings program with company match, PTO, and more. More information on our benefits and rewards can be found on our career page: https://www.idexcorp.com/careers/our-benefits-and-rewards/
