Senior Service Engineer

Position Summary

As a Senior Service Engineer, you will play a crucial role in ensuring the optimal performance and reliability of our products and services. You will be responsible for providing technical expertise, leading service initiatives, troubleshooting complex issues, and mentoring junior members of the service team. The ideal candidate should possess a strong background in engineering, exceptional problem-solving skills, and a proven track record of delivering outstanding customer support. 

Key Responsibilities:

Technical Expertise: 

  • Demonstrate an in-depth understanding of the company’s products, services, and their underlying technologies.
  • Provide advanced troubleshooting and technical support for complex issues escalated from junior service engineers and the customer support team. 
  • Develop and maintain a deep knowledge of industry trends, best practices, and emerging technologies relevant to the products and services. 

Service Leadership: 

  • Lead and participate in service initiatives aimed at improving the overall service quality, efficiency, and customer satisfaction. 
  • Collaborate closely with cross-functional teams, including engineering, product management, and sales, to provide valuable insights and contribute to product improvements. 

Problem Solving: 

  • Analyze and diagnose complex technical problems, both remotely and on-site, ensuring efficient and effective solutions. 
  • Develop and implement comprehensive troubleshooting procedures and documentation for the service team. 
  • Utilize advanced diagnostic tools and techniques to identify root causes and propose preventive measures. 

Customer Interaction: 

Mentorship and Training: 

Documentation and Reporting: 

Continuous Improvement: 

Qualifications:

  • Experience as a Service Engineer or in a similar technical role. 
  • Strong analytical and problem-solving skills with a detail-oriented approach. 
  • Excellent interpersonal and communication skills, both written and verbal. 
  • Ability to lead and collaborate in a cross-functional team environment. 
  • Demonstrated experience in providing exceptional customer support. 
  • Prior experience in mentoring junior team members is a plus. 
  • Willingness to travel occasionally for on-site support and customer interactions. 

Physical Requirements:

 

If you’re ready to grow your career in an energetic, customer-focused environment. Waterfield may be looking for you!

Apply Now

 

Waterfield Tech is proud to be an equal opportunity employer

Waterfield Tech believes that all persons are entitled to equal employment opportunity and does not discriminate against its Employees or applicants because of race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, citizenship status, disability, protected medical condition, military status, genetic information, or any other basis prohibited by applicable federal, state or local law. This policy extends to all aspects of our employment practices including, but not limited to, recruiting, hiring, training, discipline, promotion, transfers, compensation, benefits, leaves of absence, termination, and all other terms and conditions of employment.

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