Field Service Representative / Engineer

• Under the direction of the Field Service Manager the Field Service Representative / Engineer provides after sales service.

• Supervises the commissioning, overhaul and troubleshooting of Elliott and other OEM equipment at customer's sites, on his own, or under the direction of a Project Manager.

• Senior position that supervises and provides project execution for the installation, commissioning, overhaul and troubleshooting of Elliott and non-Elliott equipment at customer's sites.

• Able to plan and estimate projects in conjunction with the Project Manager or independently.

• Assures that work is carried out in accordance with the customer's expectations or specifications while ensuring that safety, environmental and quality policies are adhered to.

• Produces service income for Elliott Company.

BACKGROUND & EXPERIENCE

• Requires a Bachelor’s degree in Mechanical Engineering plus fifteen years of experience in the field of turbo machinery; or equivalent combination of education & experience. 

• Strong mechanical, thermodynamic aptitude for rotating machinery, as well as commercial aptitude. 

• Experienced in project management. 

• Expert understanding of industry related standards, as well as systems processes encountered in heavy industry.

• Expert knowledge of Elliott product specifications and features including design/manufacturing principles, as well as those of similar equipment manufacturers.

• Profound knowledge of electrical and digital systems.

• Expert knowledge of operational processes in Elliott and knowledge of industry practice and standards.

• Ability to read and understand drawings, technical documentation, blueprints, layouts and schedules.

• Ability to write technical documents. 

• Flexible so can cope with wide variety of problems, customers and site conditions.

• Must be willing to work in camps, on platforms and in non-industrialized countries. Tropical fitness is a must.

• Good communication skills. Profound knowledge of the English language, verbal and written. 

• Computer skills – Microsoft Word, Excel, Projects, PowerPoint, Lotus Notes. 

• Advanced supervisory skills with the ability to lead any project, including the largest and most complex.

• Ability to lead discussions in training classes and meetings. 

• Must be capable of representing Elliott Company in a positive manner.  

• Must be capable of calming difficult situations.

• Must possess a valid passport

NATURE OF THE JOB

• Principal activities of this job are analyzing customer’s problems, collecting and recording product and technical information, to summarize findings, to report product troubles as well as contractual troubles on each assignment. Further, to direct the assigned labor force, which may be Elliott's own labor, customer supplied or contracted and to ensure that equipment is built to the required standards and procedures relating to installation, commissioning, start-up, and repair or maintenance work of customer's equipment.

• Although some activities are covered by policy, precedent, or standard procedures, most of the work has to be programmed and supervised by the service engineer based on actual site requirements.

• As Elliott seldom builds two machines alike or customers seldom use an Elliott machine in identical service, the likelihood of responding to new or unfamiliar situations is a very real and common occurrence.

• Advises customer on operating and maintenance procedures, recommends proper parts stocking and overhaul programs to minimize equipment downtime.

• Makes performance tests/evaluation.

CONTACT WITH OTHERS

• Interacts with other industry technical leaders that require social and technical skills as well as the ability to understand and influence using data and logic.

• Directs the activities of colleagues, other technical personnel, other customer personnel and contract personnel.

• Demonstrates and exhibits superior technical knowledge and possess reasoning skills necessary to handle communication with customers, vendors and subcontractors in the customer’s workplace.

• Internal contacts: All levels of management and assigned employees in the following departments: Field Service Operations, Repair Shop Operations, Service Parts Operations, Technical Service, Re-rates and Modifications, Aftermarket Sales, Finance/Accounting, Legal/Contract Administration, Environmental Health & Safety (EH&S).

• External contacts: Customers, Vendors, Sub-contractors, Sales Representatives/Agents.

• Internal and external International Standards Organization and EH&S auditors.

• Acts mostly as sole company representative while at site.

Travel requirements expected to be up to 80%, if not stated differently in the employment letter.

SUPERVISION

• This position is primarily one of individual contribution. However, the Field Service Representative / Engineer may supervise customer personnel and may also supervise Field Service Engineers I – III, Field Service Representatives ( I- IV ), hired union and non-union labor and local contractors (teams of up to 20 people).

SPECIFIC JOB RESPONSIBILITIES/COMPETENCIES

• Ensures all work is performed in a safe manner to prevent injury to personnel or equipment, i.e. ensures that safety, quality and schedule are obtained. 

• Adheres to instructions and guidelines as described in the quality and Environmental Health Safety management systems. 

• Lead Field Service technical advisor for technical support either on site or as a resource for the customer and other Field Service personnel.

• Can be asked to assist in the quotation process and invoicing content for major projects that effect profitability of business decisions. 

• Manages and coordinates technical and commercial issues of a project, such as installation, commissioning, trouble shooting, maintenance, overhaul, field project accounting and warranty handling. 

• Schedules and allocates personnel and material to execute work scopes, plans and prepares major projects. 

• Performs safety planning and detailing on major projects. This includes performing hazard identification and mitigation for all tasks being performed as part of job responsibilities.  

• Performs the technical job preparation and planning. 

• Manages complex packages and contracts; conducts investigations of product trouble including customer product trouble or complaints including performance problems and takes corrective action as directed or working with the Field Service Manager while selling solution both to customer and within Elliott. May exercise independent judgment and corrective action plan depending on the nature of the trouble and availability of communication lines.

• Provides technical direction and assists Field Service personnel on other assignments as directed.

• Supervises, directs and controls Elliott staff, customer personnel, hired contract union and non-union labor and in the start-up, repair, maintenance or overhaul of equipment providing technical expertise and advice on jobs.  

• Forecasts requirements, schedule expenditures, minimize costs and analyze variances.

• Operates vibration diagnostic equipment. 

• Prepares and gives toolbox talks. 

• Responsible for local purchasing. 

• Provides training to customer’s and own personnel.

• Issues work method statements. 

• Conducts experimental programs for development of modifications to field equipment.

• Acts in Site Manager capacity while directing work on Elliott equipment as well as on non-Elliott equipment.

• Makes customer courtesy calls to check inventories and promote the sale of parts, inspect new shipments, and sell service in conjunction with the Service Sales Engineer.

• Communicates with Field Service Manager / Support Engineers promptly and thoroughly informing them of all work performed, quality, performance and equipment problems, customer’s reaction to equipment, and future sales potential.

• Keeps installation back charges from customers and/or mechanical contractors on a minimum through good judgment and prompt action.

• Provides direct input into Product Engineering and design contributing to new ideas to improve product design and appearance, enhance company service, and eliminate troubles.

• Issues Service Reports within two weeks of customer job completion noting particular instances with dates and names of persons connected with the services performed on the job.