Service Engineer I

Job Duties:

• Professionally process incoming requests for support (telephone, video, email) independently, and in a timely manner
• Travel to customer sites for equipment inspection, start-up assistance, operator training, troubleshooting, and performing detailed diagnostic performance audits
• Preparing detailed reports following site visits
• Use software to model equipment performance and log customer calls
• Prepare quotations for spare and replacement parts
• Provide expertise to customer on equipment function and operation, troubleshooting, and performing maintenance
• Work in a team environment with estimators, engineers, drafters, and/or sales personnel to identify customer needs
• Handle Customer Complaints to identify corrective actions as well as perform Root Cause Analysis
• Keep, record, and maintain files from customer calls and site visits
• Care for diagnostic tools and equipment used during site visits
• Follow in-house paperwork, procedures, and systems as well as customer policies during site visits
• Observes safe work procedures and good housekeeping standards
• Other duties as assigned
• Must be able to obtain US Passport and TWIC as well as business visas to foreign countries as needed

Preferred Skill Sets:

• Excellent written and verbal communication skills.
• Ability to analyze a set of conditions, draw conclusions, and communicate these to customers.
• Self-motivated, and self-directed.
• Able to multi-task and prioritize customer needs.
• Experience with the following equipment is helpful but not required: steam ejectors, boilers, heat exchangers, steam turbines, surface condensers, liquid ring vacuum pumps, vacuum distillation columns.

Working Conditions:

• Working conditions are normal for an office environment and requires domestic and international travel. Work and travel may include evenings and weekends. Field service visits will require work in industrial environments that require the proper use of PPE including but not limited to petroleum refineries, chemical processing plants, agricultural product processing plants, power generation facilities, pharmaceutical companies, paper mills, and private, state and federal institutions. Site visits will involve transporting diagnostic tools, which may weigh up to 40 lbs, into and out of the facilities and care for them during travel.   Work sites will include working from elevated platforms and using ladders and stairs to reach equipment installations.  Training period will require work in an industrial environment and may involve off campus seminars and programs.