Field Service Engineer

Description

• Authors reports, repair bulletins or best practices documents related to field findings
• Drive customer information with facts avoiding unsubstantiated claims of product performance
• Performs on-site field investigations and troubleshooting, utilizing expert knowledge, to resolve product issues. Captures and analyzes field data for Engineering / Manufacturing review in order to mitigate product failures, initiate corrective actions and aid in new product development and/or product improvements. Handles overflow calls for Technical Support when not in the field.
• Documents and delivers best practices for diagnostic and repair procedures via all forms of media (written, verbal, video, etc.)
• Maintains accurate records of target accounts, opportunities, quotes, projects, contacts and correspondence in Cloud for Customer and Cloud for Service databases.
• Provides direction and support to the Sloan Service Network during new product launches at customer facilities. Performs product training seminars at customer locations for maintenance personnel, plumbing organizations, manufacturer's reps, contractors and other stakeholders. Training to focus on maintenance, repair, operation and troubleshooting of Sloan products, amidst a variety of commercial operating systems.
• Interpret and implement company policies clearly escalating and gaps as necessary
• Reviews technical documentation to ensure accurate and complete information is present. Initiates change process and repair bulletins when necessary.
• Maintain timely expense reports and budget expenditures, identifying gaps and escalating on a timely basis.
• Completes job site assessments on projects, especially those with performance contractors, to better understand the existing plumbing systems, products and performance prior to order submittals. These assessments include analyzing the upstream conditions (i.e. water pressures, water supply pipe sizes, PRV presence, water quality, etc.), fixture and valve manufacturers, age and conditions and downstream conditions (i.e. pipe line conditions). Interprets customers' needs and makes recommendations on plumbing system improvements, product selection and tests solution in one or two fixtures or restrooms before converting entire building. Travels to project sites to perform start-up, integration and training services.

Requirements

• Strong written, verbal and presentation skills with the ability to translate and communicate technical information across a broad audience. Proven skills with positive customer interactions.
• Knowledge of and experience with developing testing/auditing programs, including FMEA, 8D, Design of Experiments.
• SAP familiarity
• Ability to travel up to 50%
• Ability to interpret maintenance manuals, schematics and wiring diagrams to install, disassemble, assemble and repair product.
• Proven ability of problem solving and quality improvement tools including corrective and preventative action.
• 5+ Years advanced troubleshooting methods and field quality assessment.
• General knowledge of plumbing controls systems
• Work independently with ability to submit timely reports on customer recommendations and reports to home office and supervisor
• Ability to read and interpret plumbing system drawings
• Strong knowledge and understanding of service and installation processes
• Ability to prioritize and project multiple customer issues and situations
• Sound business acumen and understanding of when to escalate and engage subject knowledge experts and mitigate risk
• Strong analytical, mathematical and problem solving skills

Benefits

• Comprehensive Health Coverage: Medical (including prescription coverage), Dental, and Vision Insurance, effective the first of the month following your hire date.
• Additional Protection: Optional Life, Critical Illness, Hospital Indemnity, Legal, Pet Insurance, and Identity Theft Protection.
• Generous Time Off: Paid Holidays, Volunteer Time Off, Paid Time Off, Sick Leave, Military Leave, Parental Leave, Bereavement Leave, and other paid or unpaid state/local leaves where required.
• Financial Security : Basic Life, Basic Accidental Death and Dismemberment, Short-term Disability, Long-term Disability, and Accident Insurance.
• Employee Referral Program : Earn rewards for referring great talent.
• Retirement Savings : 401(k) Retirement Savings Plan with a company match and immediate vesting.
• Convenient Commuter Benefits : Save on your daily commute.
• Wellness Support: Employee Assistance Plan and Wellness Programs to keep you healthy and happy.
• Professional Development: Tuition Reimbursement Program to help you grow your skills.
• Work-Life Balance: Hybrid Work Program to support your flexibility.
• Flexible Spending Accounts : Dependent Care FSA to help manage your expenses.
• Health Savings Account (HSA ): With company contributions for most medical plan options.

Training + Development

Interview process

Visa Sponsorship

Security clearance