Field Service Engineer

4 weeks ago

Beijing, Beijing, China Kardex Full time
Job Summary

Kardex China is seeking a highly motivated and self-disciplined Field Service Engineer to join our Life Cycle Service Team in Suzhou, China. As a key member of our team, you will be responsible for providing exceptional customer service and technical support for our Automated Storage and Retrieval Systems.

Key Responsibilities
  • Install and commission Kardex Automated Storage and Retrieval Systems to ensure seamless operation and high-quality performance.
  • Deliver excellent customer service by responding to service requests in a timely and professional manner.
  • Provide basic product training to customers to ensure they are fully utilizing our systems.
  • Communicate effectively with customers and line management to ensure seamless collaboration and issue resolution.
  • Accurately report on visit-by-visit basis via documentation/call tracker to ensure timely and efficient issue resolution.
  • Respond to customer service requests as directed by line management to ensure prompt and effective issue resolution.
  • Work independently with minimal supervision, maintaining open communication at all times.
  • Aid and assist fellow workers as needed to ensure team success.
Problem Resolution
  • Deal with all aspects of machine/unit performance to achieve a high level of first-time fix without excessive use of parts.
  • Provide first-line troubleshooting and root cause analysis to resolve complex issues efficiently.
  • Escalate unusual issues to the appropriate individual/team to ensure timely and effective resolution.
  • Contribute to the ongoing development of the team and overall service performance.
Quality/Health & Safety
  • Ensure all personal PPE is maintained and inspected at required intervals to ensure a safe working environment.
  • Work within agreed quality and health and safety standards to ensure a safe and efficient work environment.
Database/Inventory
  • Ensure data is managed and provided accurately to support efficient issue resolution and team performance.
  • Achieve a high first-time fix rate and minimum recalls with the most cost-effective use of labor time and parts.
Requirements
  • Education: Diploma in Electrical/Mechanical/Electrical Engineering or related Technical Studies.
  • Work Experience: Min 7 years working experience with last 5 years in field service.
  • Skills: Working knowledge in Electrical and IT networking, comfortable with computers and software.
  • Travel: Medium, in-country. Possess Driver's license.
Behaviours Required
  • Able to extract diagnostic data to ascertain root cause of reported fault.
  • Logical and forward-thinking when carrying out Routine Maintenance.
  • Logical approach to fault analysis/problems.
  • Able to follow laid-down procedures and policies.
  • Able to evaluate situations and respond appropriately.
  • Self-motivated, self-disciplined, and maintain a positive attitude.
  • Able to cope with varying levels of stress and pressure.
  • Able to make decisions/judgements.
  • Able to work beyond working hours if required (on weekends and public holidays).
Other Skills/Competences/Qualifications
  • Service-minded.
  • Customer-oriented.
  • Structured, independent, and self-organized.
  • Communicative.
  • Flexible and accommodating.
  • Interpersonal skills.
  • Personal effectiveness.

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