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:
- Act as a senior technical point of contact for key customers, addressing their technical concerns and providing expert guidance.
- Lead technical discussions with customers to gather requirements, offer solutions, and ensure their needs are met.
Mentorship and Training:
- Provide technical guidance, mentorship, and knowledge transfer to junior service engineers, fostering their professional growth.
- Conduct training sessions for the service team and customers to enhance their technical proficiency and understanding of products and services.
Documentation and Reporting:
- Document detailed technical information, troubleshooting steps, and solutions in knowledge bases and internal documentation systems.
- Prepare and present regular reports to management, summarizing service activities, trends, and key performance indicators.
Continuous Improvement:
- Proactively identify areas for service process improvement and contribute to the development of new tools and resources to enhance the service workflow.
- Participate in post-mortem analysis of critical incidents to drive continuous improvement and prevent similar issues in the future.
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:
- Sitting: Ability to be able to sit for long periods of time.
- Lifting: Ability to lift equipment and or tools up to 20 pounds.
- Vision: Normal or corrected vision to work with small parts and/or read schematics or technical manuals.
- Hearing: Normal or corrected hearing to communicate with colleagues or customers.
- Agility: Agile and able to work in tight spaces such as server rooms, data centers or other.
If you’re ready to grow your career in an energetic, customer-focused environment, Waterfield may be looking for you!
