Senior Technical Regional Service Engineer

The 3rd level support forms a technical "center of competence" for the Dover Fueling Solutions (DFS) product portfolio used in EMEA & French Overseas Territories. Including all user functions, hardware, software as well as the interfaces to peripheral devices and external systems.

The product suite largely centres on fueling dispensers and associated equipment which includes both electrical and mechanical components! As a Senior Regional Service Engineer, your tasks are to work directly with Field Technicians offering training and product support as well as troubleshoot customer queries.

• Developing diagnostic and component troubleshooting guides.
• Preparation of technical documentation, procedural instructions and service information including French translation as required.
• Preparation and updating spare parts list and support distributors maintain adequate stocks of genuine spare parts.
• Documentation of the error symptoms and test procedures.
• Implementing solutions from remote or on site as required.
• Support After Sales/Service in various projects regarding new products and upgrades to provide experienced input to make the product as good as possible from service point of view.
• Manage distributor service organisation performance to ensure quality of work, adherence to health & safety regulations and contractual service level agreements.
• Provide hands on training for distributors and service partners in EMEA & French Overseas Territories.
• Troubleshooting issues and providing in depth field service data for analysis by DFS engineering.
• Localization of errors related to HW component, SW subsystem, peripheral device, external interface.
• Planning, specification and provision of hardware and software updates
• Act as Technical Support level 3 for all DFS products in the region
• Maintain regular communication with Distributor’s Technical Managers. Identify and share good practices in technical and maintenance areas between throughout the region.
• Administrate technical requests via the ticket system JIRA, regarding countries according to actual country split between the other Regional Service Managers.
• Planning, specification, monitoring and evaluation of field tests
• Create product training material for DFS products that can be used on the Global platform LMS.
• Weekly / monthly consolidation and reporting of KPIs in Technical Support, Maintenance and EHS
• Represent service in NPD and planning of Beta testing for these new products.

Candidates can be remotely based either out of Belgium, UK, Germany or Sweden.

The position supports France and other French speaking territories and requires professional level fluency in both French and English!

Location: This will be a remote based position requiring visitation to the Dover Fueling Solutions Turnhout, Belgium Office at least 1x times per month for 1-3 days!

• Good Relationship Management skills and able to handle customer complaints and issues professionally.
• Exceptional Communication skills able to train technicians and deal with customer issues.
• Fluent in English and French languages
• Graduate engineer in electrical or information technology service delivery
• Willing to travel at short notice within Europe to deal with service-related issues when necessary (approximately this will be 6 times/ year and mostly to UK/France)
• 5 years’ experience preferred

At Dover Fueling Solutions (DFS), we are taking fueling and convenience retail to the next level. We are passionate about cultivating excellence in everything we do, but what really fuels us is our people. They’re the heart of our company. As an employee, our promise to you is that you’ll work on new and innovative products and solutions, be mentored by managers and teammates who are collaborative, caring, and act with integrity, and have the opportunity to grow in ways that are meaningful to you. Unique and interesting projects – both locally and globally – will challenge you and allow you to pursue different and rewarding career paths.