Job SummaryThis position is responsible for overseeing and managing the design, development and implementation of field services activities including field installation, technical training and customer support and provides guidance to customer personnel in establishing operation, maintenance, and inspection procedures and techniques.
Establishes operating policy and procedure and interprets, executes and recommends modifications to organizational policies.Typically accomplishes objectives through subordinate management.
May be responsible for decisions that impact outcomes where erroneous decisions could cause serious schedule delays and additional expenditures.
DUTIES AND RESPONSIBILITIES:- Manages activities, work schedules and priorities of assigned management, professional and support staff; ensures that projects are completed on schedule and within budget.
- Represents the organization with customers, to effectively plan field installations, repairs and spares inventories.
- Develops and implements systems to effectively track repairs and spares inventories; analyzes data to monitor usage and anticipate future needs; provides customers sales support.
- Develops and executes solutions to complex technical problems and issues; determines technical solution in accordance with product and customer specifications.
- Conducts briefings and participates in technical meetings for internal and external representatives.
- Establishes operating policy and procedure and interprets, executes and recommends modifications to organizational policies.
- Manages the planning, selection, retention, and development of human resources to ensure the availability of the required staff.
- Assesses employee performance and participates in conducting appraisals; reviews, approves and signs employee time cards.
- Implements configuration changes in the product and supports field upgrades and operations.
Manages a Team with the following specific responsibilities:- The Team actively participates in FAT (Factory Acceptance Test), SAT (Site Acceptance Test), and installation oversight for RMS, Gulftronic®, Perses, and TRIGA.
- The Team configures equipment, including loading software, testing operation, and making modifications per contract specifications.
- The Team provides on-site software/firmware installation and configuration support for customers.
- The Team ensures the system operates within expected parameters.
- The Team assesses product needs according to specifications and recommends actions to the customer for appropriate product solutions.
- The Team analyzes equipment failures to independently determine causes and recommend corrective actions.
- The Team writes and reviews trouble reports, failure and casualty reports, test documentation, and procedures in accordance with product and customer specifications.
- The Team designs, develops, and conducts customer training classes on system functionality, operation, maintenance, and basic troubleshooting.
- The Team receives Field Change Order (FCO) notifications from the Account Manager and provides preliminary technical scope of changes to the Program Solutions Engineer.
- The Team provides off-site and after-hours phone support for customers.
- The Team possesses general knowledge of and experience with Programmable Logic Controller (PLC) and Human Machine Interface (HMI) systems.
- The Team responsible for updating the Customer Relationship Management (CRM) database with information related to field service projects.
- The Team may function in an advisory or leadership role and provide direction to less experienced professional staff.
- The Team serves as company liaison with customer on technical matters for assigned projects.
- The Team responsible for observing all laws, regulations and other applicable obligations wherever and whenever business is conducted on behalf of the Company.
Job Qualifications- Typically requires education or formal training equivalent to the completion of a Bachelors degree in a technical field and eleven or more years progressively complex experience in engineering. Additional professional experience may be substituted in lieu of education.
- Must demonstrate an extensive technical understanding of engineering and field service principles, concepts, theory, regulations and practices; and comprehensive leadership skills including organizing, planning, budgeting, scheduling and coordinating workloads to meet established deadline or milestones; and the ability to understand new concepts quickly and apply them accurately throughout an evolving environment.
Must possess:- The ability to identify, analyze, interpret and resolve complex management and technical problems;
- Excellent verbal and written communication skills to accurately document, report and present findings;
- Excellent interpersonal skills to effectively interface with all levels of employees, senior management and senior outside representatives;
- The ability to maintain the confidentiality of sensitive information; and,
- Strong computer skills.
- Ability to work independently and lead in a team environment is essential as is the ability to work extended hours and travel as required.
