Service & Support Engineer

RESPONSIBILITIES

- Product Demos

Demonstrate the features/attributes of the product/service and support requests for detailed demonstrations.

- Product/Service Information

Provide advanced product/service information and respond to basic customer questions about the product/service.

- Equipment Installation

Help to install complex systems and conduct inspections of equipment with guidance.

- Equipment Maintenance and Repair

Troubleshoot and diagnose equipment for emergency repairs and carry out preventive maintenance routines.

- Resolving Customer Issues

Respond to basic issue escalations promptly and appropriately; provide managerial approvals as required.

- Operational Compliance

Develop knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorization from a supervisor or manager for any exceptions from mandatory procedure.

- Customer Relationship Management / Account Management

Make calls (by telephone or in person) to allocated customers to maintain and strengthen existing relationships. Act as a first point of contact for resolving customer queries and complaints.

- Customer Needs Clarification

Interview the customer, following a complex multi-level sales script, to clarify the customer's requirements. Or assist in conducting interviews with potential customers to collect client requirements making detailed notes.

- Work Scheduling and Allocation

Design own monthly schedule and, if necessary, assign work to others in order to speed up office workflow and ensure high-priority tasks get done.

- Health, Safety and Environment

Follow the organization's Health, Safety and Environment (HS&E) policies, procedures and mandatory instructions; to identify and mitigate risks, and to safeguard the environment and the wellbeing of oneself and others.

- Personal Capability Building

Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.

Behavioral Competencies

- Customer Focus

Builds strong customer relationships and delivers customer-centric solutions. For example, keeps in contact with customers to ensure problems are resolved, or to improve customer service. Studies customer feedback and emerging customer needs and uses these to determine some creative new ideas.

- Manages Complexity

Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems. For example, looks at complex issues from multiple angles; explores issues to uncover underlying issues and root causes; sees the main consequences and implications of different options.

Skills

- Masters Service Conversations

Works at an intermediate level to navigate customer conversations by leveraging the four parts of a service conversation: open, learn, reply, and close. Typically works with guidance.

- Verbal Communication

Uses clear and effective verbal communications skills without supervision and provides technical guidance when required on expressing ideas, requesting actions and formulating plans or policies.

- Navigates Customer Challenges

Works at an intermediate level to navigate conversations in which the customer is frustrated or unhappy with the organization. Typically works with guidance.

- Health and Safety

Manages and applies safe systems of work without supervision and provides technical guidance when required.

- Strengthens Customer Connections

Works at an intermediate level to connect with customers to strengthen the relationship, meeting personal needs through positive customer experiences. Typically works with guidance.

- Leverages Digital Communications with Customers

- Navigates Field Service Interactions

Works at an intermediate level to navigate customer interactions in a face-to-face setting, creating positive, defining moments. Typically works with guidance.

- Planning and Organizing

Works with guidance (but not constant supervision) to plan, organize, prioritize and oversee activities to efficiently meet business objectives.

- Policy and procedures

Works with guidance (but not constant supervision) to develop, monitor, interpret and understand policies and procedures, while making sure they match organizational strategies and objectives.

- Provides Technical Support

Works at an intermediate level to employ customer-oriented behaviors that help engineers connect with their customers in productive and efficient ways, creating positive, defining moments. Typically works with guidance.

- Service Into Sales

Works at an intermediate level to recognize sales opportunities during service interactions to enhance overall customer service. Typically wor