Service Engineer

JOB TITLE

Service Engineer

SUMMARY OF POSITION

The primary responsibility of the Service Engineer is to ensure the successful execution of projects for our clients. A successful project will exceed our client’s expectations, providing them with a business solution which meets its goals and objectives, and is completed within the agreed scope, budget and timeframe boundaries. Projects are varied depending on the scope and solution which is sold; basically we distinguish between delivery, solution, upgrade and extension projects. They typically include the delivery of software, hardware and services. Additionally to the implementation of projects Service Engineer is also responsible for supporting life cycle management projects which normally include the follow up on care and maintenance projects like carrying out additional site visits, emergency visits, performing the successful execution of customer trainings and support and/or steer local onsite maintenance service staff.

ACCOUNTABILITIES

The Service Engineer is accountable to the Head of Project Management & Care and the corresponding Project Manager for the successful execution of the project as defined at the project target agreement and / or Kick off Meeting. Responsibilities are as follows:

§  Carry out service activities in accordance with the contract including preparation of site documentation, PAT-documentation and other contractual or technical required documentation / service reports

§  Handle incidents or escalate / communicate incidents to the Technical Support department

§  Ensure the required level of quality

RESPONSIBILITIES & MAIN DUTIES

In addition to the accountabilities, the Service Engineer has the following responsibilities:

§  Execute service activities in a way to ensure that project outputs are being delivered as per the schedule and to the required quality

§  Carry out on site visits to follow up on the project progress

§  Execute and support on the pre-installation (on site)

§  Install and commission company products incl. 3rd party software and hardware at customer premises

§  Close the project performing acceptance plus supporting that the appropriate documents (Provisional Acceptance Test (PAT), Provisional Acceptance Certificate (PAC)) for acceptance are handed over

§  Ensure that all quality management related tasks are carried out accurately and in a timely manner

§  Maintain and update all forms of technical documentation

§  Support on the development of proper project documentation as well as prepare service reports as outlined in the relevant process description

§  Carry out trainings for customer staff in customer premises

§  Develop and maintain relationships with clients, also whilst performing onsite visits

§  Contribute to continuous improvement activities

§  Prepare work statements and proposals for work

§  Participate in trainings incl. self learning, computer based and on the job trainings

§  Assist the Support department in handling and/or escalating incidents

§  Report Project Status (technical and progress status)

§  Provide professional advice to clients

KEY PERFORMANCE INDICATORS

§  Successful execution of project, meeting client expectations

§  Accurate reporting of project status and progress

§  Meeting quality expectations

§  Social skills, team work

KNOWLEDGE / EXPERIENCE REQUIRED

§  University degree in Electrics, Physics or equivalent

§  Alternative: technical degree (Technician....) + 3 years experience

§  2-3 years experience in supporting technical complex products or solutions for external customers

§  Able to follow the Customer centric „solution approach“

§  Advanced level or analytical troubleshooting approach

§  Experience in multi-cultural environments

§  Experience in liaising with stakeholders from internal/external through different hierarchic levels (staff new to the product, advanced technical staff, Managers)

§  Technical knowledge and experience in the following areas:

o   ISO/OSI model, TCP/IP protocols

o   Storage and Server Systems (HP Blade, FSC, NetApp, LUN)

o   Telecommunication and communications engineering (switches, interfaces, GPRS/UMTS, ETSI)

o   Windows Client and Server (2008, 2012), Linux

o   Shell and scripting knowledge

o   Database and SQL Server knowledge, SQL scripting, Oracle

o   Data warehouse and analytics

PERSONAL SKILLS REQUIRED

§  Good interpersonal skills

§  Secure and und customer orientated appearance, highly self-motivated and self dependent

§  Excellent organizational skills

§  Team player but able to work on own initiative

§  Flexible

§  Good written and oral communication skills

§  Enthusiastic, self starter and highly self motivated

§  Appreciation of cultural differences

§  Attention to detail

§  Willingness to travel

LANGUAGE(S)

Mandatory: English (Fluent oral and written)

REPORTING TO

Head of Project Management