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Field Service Engineer

Department: Technical Services
Region: ETC Ltd (UK)

We're looking for a Field Service Engineer to join our team in our London office.  The Field Service Engineer will provide customer support, diagnosis technical problems and respond to pager calls.

If you enjoy traveling extensively, have technical knowledge, entertainment lighting experience and can work independently.  This may be the position for you!

Representative Responsibilities:
• Supports ETC and other products in all our other territories
• Provides phone and e-mail technical support and service
• Diagnoses technical problems accurately
• Ensures repairs are made within the time frame agreed upon by ETC and customer
• Informs customer of progress
• Completes follow-up documentation and log cases in the system
• Provides 24 hour pager support on a rotating schedule
• Responds to pager calls within 15 minutes
• Repairing faulty products that are sent back to ETC
• Work with testing, storing, organizing, and dispatching demo and loaner equipment
• Provide trade show support
• Prepare equipment
• Provide technical coordination for trade shows
• Attend trade show and provide sales and service support
• Provide demos of equipment
•  Energizes ETC systems at customer site
• Ensures timely arrival to customer site through Project Management, Technical Service Administration, and site contact
• Provides positive and effective supervision regarding ETC equipment at job sites
• Evaluates projects on-site to ensure Field Service plan was followed
• Performs necessary adjustments to the plan and assures the adjustments are based on job information
• Ensures system meets customer requirements
• Performs effective end-user training
• Ensures all job documentation is correctly filled out and returned to factory personnel
• Reports all quality and service issues to the appropriate factory personnel
• Trains internal personnel, external technicians and customers on the proper use of ETC products
• Ensures training workshops have adequate preparation
• Ensures training attendees are educated on ETC products
• Performs hardware and software upgrades
• Performs specified upgrade to meet customer requirements
• Completes follow-up documentation
• Establishes and maintains relations with ETC dealers, reps, Authorized Service Providers, consultants, contractors and end users
• Ensures ETC is projected in a professional and enthusiastic manner
• Remains current on changes in policies, procedures, and product offerings
• Ensures product knowledge is up-to-date
• Reviews and improves existing procedures on a regular basis
• Other duties as assigned
• Complete special projects and requests in a timely and positive fashion
• Provide Engineering Change Orders to warehoused goods as needed
 
Minimum Qualifications:
• Bachelor’s degree or comparable business experience in increasingly responsible positions in the related discipline'
• 4-6 years entertainment lighting experience
• Customer service experience
• Experience with mains voltage and 3 phase electricity
• Strong knowledge of entertainment lighting systems (Specific knowledge of ETC product line is preferred but not required)
• Knowledge of high-powered electrical, digital and analog control systems
• Excellent communications and interpersonal skills
• Excellent organizational, problem-solving and decision-making skills
• Excellent customer service skills
• Ability to be creative and innovative
• Ability to multi task
• Strong degree of flexibility and independence
• Computer skills (Outlook, Internet, Word, Excel, PowerPoint, AutoCAD, Acrobat Reader)
• Ability to use product related software
• Able to use hand tools, power tools, and electronic test tools
• Able to travel extensively and to be flexible
• Must maintain an acceptable driving record and valid license
• Ability to work weekend and evenings as required
• Ability to work within a construction environment
• Able to lift up to 23kg
• Knowledge of the fundamentals of electricity
• Ability and certification to operate scissors lift is helpful

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