JOB SUMMARY Reporting to the Regional Service Manager, the Service Process Engineer is responsible for providing global field services technical expertise with an emphasis on UHT knowledge. The ideal candidate will work cross-functionally, supporting sales, proposals, engineering, project management, Installation & commissioning, etc.
During project execution, the Service Process Engineer is responsible for supporting process related services, including Installation & commissioning tasks, and also for managing technical issues met by Customers, Field Service Engineers, and Technicians when they relate to his area of expertise. The Service Process Engineer is accountable for providing them with the appropriate solutions and support.
PRINCIPAL DUTIES AND RESPONSIBILITIES- Drive a culture of Service Excellence, which results in a first-class customer experience and positive customer satisfaction scores.
- Responsible for audits and consultancy support in relevant areas
- Delivers training (classroom & hands-on) to internal and external stakeholders within the field of expertise.
- Travel up to 50% of the time to customer sites or service centers
- Identifies areas where technical solutions would improve System or Plant performance and provides feedback to the relevant functions.
- Owns technical problems met by customers, service technicians/engineers and provide them with continuous support until resolution, including on field when required.
- Supports Engineering during design reviews and FAT and SAT as needed.
- Support Proposals with process expertise during the bid phase of SPX Flow Service
- Partner with the other Services and Systems Execution functions for resolutions, risks management and technology. For example: Installation & Commissioning, automation, engineering, quality etc.
- Compliance of all relevant SPX FLOW policies and procedures, including business ethics, data protection and health & safety.
KNOWLEDGE, SKILLS & ABILITIES- Significant UHT process knowledge (Direct and Indirect).
- Alignment to the strategic goals of the corporation to function within the business structure.
- Strong analytical skills - able to assist in identifying and providing solutions to customer issues or service execution problems.
- Attention to detail, flexibility, and ability to collaborate with others through appropriate influencing and negotiation skills.
- Broad organizational business acumen.
- Exhibits the ability to handle complexity, multiple demands with a sense of urgency, drive and energy.
- Positive thinker, able to see solutions on critical situations.
- Must have a balanced mix of technical, product and process skills.
- Good communicator, at ease leading meetings and giving compelling presentations.
- Capable to work on multiple tasks and demonstrates experience in troubleshooting and optimization of automated process systems.
- Able to work and build relationships with various stakeholders.
- Initiative and ability to manage independently.
- Demonstrated experience and success working in a fast paced, matrix environment satisfying multiple internal customers.
EDUCATION AND EXPERIENCE- Experience working in a similar environment.
- Technical degree preferred or combination of education and experience
- Advanced knowledge of troubleshooting services, UHT process operations
- Advanced ability to recommend and implement technical solutions for cross-functional projects.
- Excellent recordkeeping, as well as written and verbal communication skills
- Positive outlook in meeting challenges and working to a high level.
- Be computer efficient (Word, Excel, Outlook, etc).
PHYSICAL DEMANDSThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. You must be:
- Capable of physically pushing/pulling up to 100 lbs., and of lifting up to 40 lbs.
- Physically fit for standing, bending, and using hand tools. Hand tools include air grinders, air impact tools, sanders, hand wrenches and hammers.
- Must be physically fit to turn, push buttons, and work with levers on the machines at knee-waist level and above.
WORKING CONDITIONSThe work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Working conditions are normal for an office and/or client site workshop or warehousing facility. The noise level in the work environment is moderately quiet, however local and client sites can be unpredictable and associated safety equipment should be worn accordingly.
