What does a service engineer do?
Service engineers provide technical support and maintenance services for various equipment and machinery. They diagnose equipment issues, perform repairs and maintenance and ensure customer satisfaction through timely and effective service delivery.
The primary role of service engineers is to provide technical support and maintenance services to customers. This includes troubleshooting, repairing and maintaining products and systems, providing technical assistance and monitoring performance. They also identify and resolve any technical issues, provide advice and guidance on product use and develop and implement process improvements to ensure compliance with safety regulations.
Additionally, service engineers interact with customers to understand their technical requirements, troubleshoot equipment problems and perform on-site repairs and maintenance.
Service engineers are essential for companies due to their critical role in ensuring customer satisfaction, minimising downtime and maximising equipment uptime. They are often the frontline representatives of the company, responsible for delivering high-quality service and support to customers across various industries and sectors.
Service engineers are also called field service engineers, service technicians, maintenance engineers or technical support engineers.
Job Description: Template
We are seeking a dynamic service engineer to join our team at [Company X].
You will be responsible for providing technical assistance, troubleshooting equipment issues and performing repairs and maintenance. You will be crucial in delivering high-quality technical support and maintenance services to our customers, ensuring their satisfaction. The ideal candidate is a technically adept problem solver passionate about providing exceptional customer service.
If you have a strong background in engineering and enjoy working hands-on to troubleshoot and resolve technical issues, we invite you to join our team. We offer competitive compensation, a supportive work environment and opportunities for professional growth.
Objectives of this role
- Responding to customer service requests, diagnosing equipment problems and providing timely and effective solutions.
- Performing on-site repairs, maintenance and installations of equipment and machinery.
- Conducting preventive maintenance checks and routine inspections to identify potential issues and ensure equipment reliability.
- Collaborating with internal teams, including sales, engineering and product development, to address customer needs and provide technical assistance.
- Documenting service activities, including service reports, repair logs and customer communication, to maintain accurate records and ensure traceability.
Your tasks
- Diagnose technical issues reported by customers through phone, email, or ticketing systems, providing remote troubleshooting and guidance.
- Schedule and coordinate service visits and appointments with customers, ensuring efficient use of time and resources.
- Perform equipment installations, upgrades and preventive maintenance activities according to manufacturer specifications and service agreements.
- Test equipment functionality and performance after repairs or installations, ensuring compliance with quality standards and safety regulations.
- Provide training and technical assistance to customers and end users on equipment operation, maintenance procedures and troubleshooting techniques.
- Communicate effectively with customers, explaining technical concepts and solutions clearly and concisely.
- Escalate complex or unresolved issues to senior engineers or management for further investigation and resolution.
- Stay updated on product developments, technical advancements and industry trends to maintain expertise and provide proactive support.
Required skills and qualifications
- Bachelor’s degree in Mechanical Engineering, Electrical Engineering or a related field.
- 3+ years of experience as a service engineer, field service technician or similar role in technical support and maintenance.
- Strong technical skills and knowledge of mechanical, electrical or electronic systems and components.
- Knowledge of safety protocols and standards for working with machinery and equipment.
- Excellent problem-solving and diagnostic abilities, with the ability to analyse and resolve technical issues efficiently.
- Customer-focused attitude with strong communication and interpersonal skills.
- Ability to work independently and as part of a team in a fast-paced and dynamic environment.
- Willingness to travel to customer sites as needed and work flexible hours, including evenings and weekends.
Preferred skills and qualifications
- Certification in equipment servicing or maintenance (e.g. Certified Service Technician).
- Knowledge of industry-specific regulations and standards (e.g. ISO, OSHA).
- Experience with diagnostic tools/software and servicing and maintenance equipment.
- Project management skills for managing service projects and timelines.
- Multilingual proficiency for effectively communicating with customers in diverse regions.
- Experience working in a manufacturing environment, preferably in automation tech.
