WHAT DOES A FIELD SERVICES ENGINEER DO?
Published: Mar 20, 2025 - The Field Services Engineer provides technical and compliance services for the installation, maintenance, and repair of valves equipment at customer sites, including onsite and remote troubleshooting, as well as root cause analysis. This position collaborates closely with various departments to enhance customer experience and maintains strong relationships through in-field service and sales opportunities. This role ensures adherence to all relevant compliance, quality, environmental, health, and safety regulations, and efficiently manages service reporting and administrative tasks related to billing and records.
A Review of Professional Skills and Functions for Field Services Engineer
1. Field Services Engineer Duties
- Service Delivery: Deliver PHILIPS medical product standard service to customer and own account management responsibility
- Sales Support: Assist Support sales in business growth
- Customer Satisfaction Maintenance: Maintain customer high satisfaction
- Relationship Building: Communicate and build good relationships with customer
- Product Repair: Repair medical products and work in a Hospital environment
- Policy Compliance: Cooperate department policy and accept special and extra assignment task
- Information Exchange: Exchange valuable information resulting from customer contacts to increase customer happiness and sales.
- Process Coordination: Cooperate closely with Customer Care to ensure smooth and fast processes and information flow.
- Technical Reporting: Write detailed technical reports.
- Technical Expertise Development: Consistently build technical expertise on solutions to become a more valued asset to customers and organizations while representing the company in a professional manner.
- Continuous Improvement: Drive continuous improvement in area of expertise by providing product feedback, suggesting efficiency improvements and optimizing service delivery processes.
2. Field Services Engineer Details
- Comprehensive Support: Work with the compliance service team to provide related installation, IQOQ, customer training, onsite CSV execution, and remote customer support.
- Instrument Services: Provide instrument services, including installation, basic training, preventative maintenance, repair, and compliance services if needed.
- Customer Experience Enhancement: Work closely with other departments to enhance customer experience.
- Equipment Maintenance: Perform installation, repair, and maintenance of valves equipment at customer site.
- Troubleshooting: Troubleshoot control valves and safety valves problems on site or remotely and provide root cause analysis.
- In-House Repairs: Perform in-house repairs in local manufactory.
- Field Service and Sales: Perform any field service and create oriented sales opportunities and maintain a confident customer relationship for the company.
- Technical Support: Provide technical support to or work with local channels for customer issues or sales opportunities.
- Manufacturer Communication: Communicate with local or overseas manufacturers about customer issues.
- Pre-Job Planning: Make pre-job planning package prior to deployment to site.
- Reporting and Administrative Tasks: Submit detailed service reports and expense reports and perform administrative functions relating to billing and records.
- Regulatory Compliance: Comply with all applicable compliance, quality, environmental, health, and safety regulations.
3. Field Services Engineer Responsibilities
- Installation and Optimization: Installs and optimizes hardware/software products and configurations at customer sites.
- Problem Resolution: Diagnoses and resolves product performance issues, ensuring all investigation work is documented and escalated
- Technical Competence: Demonstrates technical competence while installing, upgrading, repairing, and maintaining instrument systems.
- Continuous Improvement Feedback: Contributes towards driving continuous improvement by providing the internal team with customer feedback related to hardware and software.
- Engineering Collaboration: Maintains close relationship with the HQ engineering team to share customer feedback and stay current on the latest hardware/software developments.
- Maintenance and Repair: Performs maintenance and repairs.
- Customer Satisfaction Advice: Ensures customer satisfaction by advising customers on preventive maintenance and configurations, which may impact product performance.
- Proactive Equipment Management: Proactively responds to potential equipment issues to prevent unplanned interruption of customers' business.
- CRM Documentation: Records and documents relevant information from all technical inquiries/repairs into ONT’s CRM.
- Training: Trains other field engineers and customers.
- Relationship Management: Develops and maintains positive relationships with customers in assigned territory.
- Sales Support: Helps Service Sales Representative on service orders.
4. Field Services Engineer Job Summary
- Installation and Technical Support: Provides installation and technical support to healthcare providers for issues relating to the Kodex product.
- Compliance Monitoring: Monitors current procedures to ensure compliance with set standards.
- Quality Assurance Coordination: Coordinates with Quality Assurance to ensure customer satisfaction.
- Support Standards Promotion: Promotes and maintains high-quality support standards within the Technical Support department.
- Issue Resolution: Resolves hardware and software issues (either remotely or on-site).
- Product Updates: Provides HW and SW updates on the Kodex products, to ensure state-of-the-art product availability for healthcare providers.
- Performance Documentation: Documents and analyzes product performance and failure information.
- Training Participation: Participates in new product training (as required when new products are launched).
- Regulatory Compliance: Complies with all elements of the Quality System, regulatory requirements, and patient confidentiality and privacy as outlined for the position.
- Regulatory and Quality Compliance: Responsible for supporting and complying with all applicable EPD corporate, regulatory, and Quality System requirements, including identification and communication of potentially reportable events and performing and documenting complaint investigations.
5. Field Services Engineer Accountabilities
- Installation and Commissioning: Carry out the installation, commissioning, planned maintenance, troubleshooting, and field support (To be completed by local Field Service Manager).
- Customer Understanding: Understand customers' requests and feedback to the Field Service Team Leader.
- Reporting: Provide regular reports and status of activities.
- Safety Feedback: Provide feedback on safety issues affecting the place of work or with Edwards’ equipment.
- Best Practices Adherence: Carry out tasks in conjunction with Edwards Best Operating Practice.
- Health and Safety Improvement: Participate in ongoing improvement in the standard of health, safety, and loss control management systems.
- ISO Conformance: Responsible for ensuring conformance to ISO-accredited procedures.
- Liaison and Coordination: Liaising with the departmental manager, the customer service team, and the customer to ensure that work is carried out as per agreed schedules and requirements.
- Fault Diagnosis and Maintenance: Fault diagnosis and resolution, commissioning, and preventative maintenance services.
- Customer Service Excellence: Ensuring a high level of customer service and satisfaction at all times.
- Customer Training: Training of customers at the site or in the workshop.
- Assembly Check: Assembly check and approval.