Service Engineer

JOB TITLE: Service Engineer

REPORT TO: Service Manager

FLSA STATUS: Non-Exempt

RESPONSIBILITIES:

Responsibilities to include the following. Other duties may be assigned from time to time at the Company’s sole discretion.

• Utilize professional knowledge and experience to maintain the Company's safety standards in accordance with OSHA and state regulations when working on equipment. while working with vitality and discipline
• Provide on-site installation, validation and commissioning of machinery/mold as well as diagnosing and repairing existing machinery/mold in the field, in accordance with the Company standards and in line with professional judgment. Pursue customer satisfaction
• Exercise independent discretion to develop and maintain good customer relations in the performance of duties, while maintaining a professional presence, delivery, and demeanor when communicating with customer.
• Utilize all available resources to ensure effective customer service while developing an organized approach to solving machine/mold problems, including without limitation, reference materials, manuals, drawings, procedures and support from other service team members to solve problems.
• Troubleshoot and provide telephone support to customers, as deemed necessary.
• Provide instructions to plant maintenance and management staff in the safe operation and maintenance of equipment.
• Assist Technical Service Center’s (hereby TSC) in activities such as, molding trials, sampling, shipping preparation for machines/molds/ancillary equipment.
• Establish relationships with Company’s International Sales, Service and Design Departments in order to obtain answers and provide solutions to problems encountered in the field. Individual must strive for continuous improvement.
• Provide regular, complete, clear and organized service and expenses reports. Based on the requirements in the field, create and maintain record keeping systems and understand your responsibility of maintaining working hours report.

QUALIFICATIONS: (Education, Experience, Skills and Abilities)

An individual qualified for this position must be able to perform each of the following essential duties satisfactorily. The requirements listed below are not exhaustive; the list shows a partial, representative of the knowledge, skill, and/or ability required.

• Associate or Bachelor degree in Electrical or Mechanical Engineering or related discipline is preferred or 3 years’ experience working with Injection Stretch Blow Molding machines or 5 years with similar machine.in plastics industry.
• Exceptional customer service skills with expertise in troubleshooting, diagnosing and solving complex machine issues. Ability to work professionally with all levels of client organizations staff.
• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Works well in group problem solving situations; Uses reason, discretion and judgment even when dealing with emotional topics.
• Thorough working knowledge of MS Office, Excel, Adobe, Internet skills
• Ability to read and understand documents, such as operating and maintenance instructions, procedure manuals, and electrical/hydraulic and pneumatic schematics, and to accurately interpret the meaning of such documents utilizing professional knowledge and judgment. Working knowledge and ability to test and troubleshoot electrical/ analog and digital circuits.
• Possess and maintain a valid and unrestricted driver’s license.
• Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; supports organization's goals and values; Supports affirmative action and respects diversity. Treats people with respect; Keeps commitments; inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
• Organizational and time management skills. Provide regular, complete, clear and organized service and expenses reports, based on the requirements in the field, create and maintain record keeping systems to support work performed.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; actively listens and gets clarification; Responds well to questions; Participates in group meetings.
• Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to effectively read, understand, analyze, and interpret written information. Clearly write routine reports and correspondence, utilizing discretion as to what should and should not be included.

IMPORTANT SOFT SKILLS:

• Technical Skills – Ability to effectively assess own strengths and weaknesses; actively pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.
• Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
• Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
• Safety and Security - Observes safety and security procedures; Uses professional knowledge and discretion to determine appropriate action beyond guidelines; Reports potentially unsafe conditions; Uses equipment and materials properly.
• Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
• Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
• Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.

SUPERVISORY RESPONSIBILITIES: NO

TRAVEL: 60-75%. Primary North America, with some International Travel.

PHYSICAL DEMANDS:

The physical demands described here are not exhaustive, and are representative examples 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.