- First of kind installation, commissioning of Edwards products. Complex troubleshooting & fault finding e.g., software & controls interrogation, limited configs loading of Edwards software applications.
- Quality Assurance of Site Assets & Processes e.g., Includes situational risk awareness, Maintenance of Installed Base data, Ownership for preparing for & delivering physical and documented outcomes.
- Support ofTeam leader and possible holiday and sickness cover ofTeam leader position as and when required. Able to work both as part of a team and individually, be self-motivated and self-disciplined with a customer centric approach.
- People coach, guide, mentor. Shares innate expertise of technology, process and people networks appropriately with teammates. Ensure that more junior team members are taught and mentored to help develop their skills sets.
- Edwards Champion, lead generator. You will be expected to help drive leads via customer sites based on client requirements and product upgrade possibilities to aid with regional business growth.
- Undertakes all maintenance activities (including installation and commissioning) of Edwards products in line with Edwards global standards, whilst ensuring complete customer satisfaction.
- Conducts advanced fault-finding and troubleshooting support, targeting to resolve or escalate issues within contractual timeframe commitments to meet customers' expectations
- Demonstrates a visible and active commitment to ensure that all monitored field service activities are conducted within the boundaries of all applicable regulations, policies and procedures to ensure organizational, safety and health obligations are met. Adheres to all relevant aspects of the risk control elements.
- Develops factual, detailed reports for the team leader and/or technical support personnel to enable informed decisions to be made to resolve product issues.
- Use Edwards processes and operating platforms to accurately capture service related information as determined by the scope of responsibility for creation of field service notifications and orders, through to completion.
- Manages the set up and operation of software products and monitoring platforms.
- Adherence to defined work processes, risk assessment and SOP is required to be strictly comply. Provide proper and correct guidance to new and junior staffs; ensure all field service personnel adhered to the correct preventive maintenance procedures so that the equipment is maintained in correct working order and personal safety is not jeopardized.
- Provides guidance and direction to other team members, ensuring that best practice is at the forefront of all Field service actions and activities
- Strong alignment with organisation expectations to deliver and achieve the targets.
Job Requirements
- Strong customer focus to ensure delivered solutions meet customer expectations and time frames, whilst working in alignment with Edwards strategies and processes
- Self-directed with the ability to handle and resolve complex and challenging problems whilst maintaining a positive engagement with the customer
- Proactively seeks customer feedback and asks questions to understand customer's business to make effective decisions
- Continuously looks for better ways to improve efficiency, productivity and customer satisfaction
- Able to share technical expertise and knowledge to customers and team members and provide coaching to less experienced team members
- Influences other team members to deliver company objectives
- Complies with all applicable laws, policies and standards to ensure organizational, safety and health obligations are met
- Good written and verbal communication skills. Proficient in home country language, a strong command of written and spoken English is desirable
- Able to use computer software to record data and write reports
- Can understand and interpret technical documentation relevant to work e.g. technical drawings, P&IDs, wiring diagrams and etc.
- Previous field service experience in a relevant or related industry, ideally customer facing.
- Ability to manage and prioritize activities as directed by line manager.
- Logical approach on fault finding, adopting systematic problem solving methodology.
- Able to interact positively in a multi-cultural and multilingual environment.
- Strong command of English verbal and written.
- Team player, able to provide support among the team and/or required by the Line Manager.
