Field Service Engineer
Company Overview
ARKU is a leading industrial machinery manufacturer. We help companies in the metalworking industry improve their metal products so that they can be successful in an increasingly competitive international market. We are a family-owned company headquartered in Baden-Baden, Germany and we have subsidiaries in Cincinnati, OH and Kunshan (Shanghai), China. We’re the worldwide market leader of precision leveling machines and manufacture deburring machines and coil lines. We’re looking for an enthusiastic sales engineer to support our sales team. Learn more about what we do and our Core Values, here. And if you are an energetic and enthusiastic salesperson, read on to learn more about this exciting opportunity!
Position Overview
This is a full-time role in our Service Department, reporting to our Service Manager. For this role, you’ll need to live in or near Cincinnati, OH and be willing to travel to customers in North America (US, Canada, and Mexico) 70-80% of the time. Because this role demands frequent work on customer sites, typical hours for this role can vary according to the customer’s production schedule; on occasion there is a need to work additional hours on evenings and weekends when a customer’s machine is down.
Mission
The mission of the Field Service Engineer is ultimately to keep our customers happy and maintain a positive reputation for ARKU in the industry. The Field Service Engineer is the face of ARKU at our customers and must represent the company in a positive manner and be willing to do what is necessary to best support our customers. In many cases, the sales department sells the first machine, but service sells the second.
The primary responsibilities of the Field Service Engineer are to install new machinery, train employees, and repair damaged equipment. This needs to be accomplished in a competent and professional manner, so the customer feels confident in the machinery when we leave. The Field Service Engineer should be an excellent problem solver, capable of quickly troubleshooting errors and implementing solutions.
Responsibilities
The Field Service Engineer will have the following primary responsibilities:
- Install new machines
- Train customers on operation and maintenance of machines
- Perform preventive maintenance on machines
- Service and repair damaged machines
- Diagnose errors and solve problems with machines, both on-site and remotely
- Answer customer phone calls and support customers remotely
- Advise the customer on stocking spare parts and scheduling preventive maintenance visits
- Manage all on-site installations, repairs, and maintenance tasks
- Plan and prepare for trips to customers
- Produce timely and detailed service reports and After-Action Reviews
Proficiencies
- Mechanical and Electrical Skills: The Field Service Engineer will have strong mechanical aptitude and experience with electrical, hydraulic, and pneumatic systems. A strong working knowledge of equipment and tools used in the industry is required. Experience with PLC programming is preferred.
- Adept Problem Solver: The success of a service call is often determined by how quickly the root cause of an error is identified, so systematic troubleshooting and diagnosis is paramount to success. Understanding the customer’s requirements are necessary to make appropriate modifications and recommendations.
- Eagerness to Travel: Extensive domestic and international (Canada, Mexico) is required. Due to the unpredictability of machine failures, scheduling is difficult and changes frequently, so flexibility is a key criterion for success. The ability to adequately plan and prepare for trips is very important.
- Excellent Communicator: The Field Service Engineer is the face of the company when on-site at a customer, so it is important to maintain a professional image. Building a positive relationship with customers can improve ARKU’s reputation in the industry and our ability to sell future machines. Clear communication with the customer prior to, during, and after a visit are critical for a successful service call. When a machine goes down at a customer, this can often result in a high-pressure situation. It is important that the Field Service Engineer maintain a calm and collected demeanor to instill confidence in the customer and thrive in a difficult environment.
- Ability to Work Independently: Many service calls are performed by one person, so the ability to work independently is paramount to success. While remote support is always available from the internal service team, problems often require improvisations and critical thinking by the Field Service Engineer on-site. Excellent time management skills also contribute to effective independent work.
Requirements
- Education: A technical degree or apprenticeship in a related field is preferred.
- Experience: Proven work experience as a field service technician.
- Physical: Ability to lift up to 55 pounds to stand 8 hours a day.
Job Type: Full Time, Salary (with benefits)
Application Instructions
To apply, please submit the following via email to jennifer.davidson@arku.com:
1. Cover letter and PDF of your resume
2. Tell us how you heard about this position