Field Service Engineer,
Americas Western Region

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Field Service Engineer, EU

Our mission at H.E.L Group is to make a healthier, sustainable, safer world for everyone. We equip scientists with the right tools and knowledge to develop safe, efficient new processes and molecules that benefit the world and its population.

Our core values are:

Being insightful through experience,

Being collaborative by design,

Being tenacious in spirit,

Being proud of progress.

We operate globally with offices in London – UK (HQ), Princeton – USA, Beijing – China, Mumbai – India, and Singapore and field-based staff across our direct regions and trusted partners in distribution territories.

This role will involve hands-on field service work primarily in Europe and UK. The Field Service Engineer will be responsible for the installation, commissioning, maintenance, and servicing of H.E.L’s range of instrumentation and equipment. Service engineers work routinely on customers’ sites. There will also be time spent in the UK headquarters for training and product familiarization.

As a Field Service Engineer, you will be responsible for the customer after-sales experience. You will investigate and resolve customer reports of technical problems with equipment and eliminate future operational or service difficulties.

This role requires extensive travel, as customer demands require.

Responsibilities of the role

Key Responsibilities
  • Troubleshooting, installation and repair of H.E.L product portfolio
  • Completing Preventative Maintenance and field modifications and upgrades
  • Ordering and managing repair parts for field repairs
  • Keeping up to date with administrative responsibilities such as maintaining customer service logs and internal service records
  • Maintaining daily communications with customers to ensure resolution and proper follow-up
  • Maintaining tools and test equipment and ensuring they are properly calibrated
  • Utilizing the escalation process to resolve customer service delivery issues
  • Identifying and participating in sales opportunities such as new contacts, new service contracts, contract renewals and instrument sales
  • Collaborate with other departments within the H.E.L Group to provide efficient service delivery to all accounts within the EU and UK
  • Manage service scheduling in lieu of Service Manager when required
  • Compliance with all regulatory and Company requirements in relation to Quality, Health and Safety appropriate to role
  • Adhere to stated Company policies and procedures as detailed in the Staff Handbook
  • Engage in Continuous Professional Development (CPD) by participating in educational opportunities
  • Undertake any additional duties as required by senior management in line with the level of this role

Candidate requirements

Education and Experience
  • STEM Graduate: Sciences, Technology, Engineering, Mathematics
  • Skilled in electronics, informatics, and mechanics with basic chemistry knowledge
  • Excellent analytical, interpersonal and communication skills with the ability to communicate complex technical issues in an easy to understand manner
  • Excellent decision-making, troubleshooting, problem resolution and creative thinking skills
  • Experience diagnosing and repairing mechanical, electromechanical, and electronic equipment
  • Ability to multi-task activities with shifting priorities. Able to work productively in a pressurized commercial environment
  • Resourceful, with the ability to work independently and as a team member
  • Excellent time management skills
  • Experience working with field service management tools such as SAP to plan, execute and report customer service cases
  • Full driving license and uninhibited ability to travel within the EU and internationally

KPI’s and Measures of performance

Key Objectives:
  • Provide high quality, timely and accurate technical support (remote and onsite) to both internal and external customers
  • Build and maintain positive relationships with customers, delivering high standards of customer service KPI’s
  • Achievement of H.E.L after-sales commercial objectives
  • Customer NPS
  • First time fix rate
  • Response time
  • Service contract uptake
  • Service contract renewal rate
Training provided
  • Product training (Installation, application, servicing and repair) at H.E.L UK
  • Health & Safety Training
  • Mentoring provided by product managers, application specialists and senior engineers

You can download the full position description here

To apply for this position, please complete the form below, uploading your resume and covering letter.

(Please no agencies)