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Sr. Field Service Engineer (Semarang Placement)

Sr. Field Service Engineer (Semarang Placement)

Avery DennisonKecamatan Ngaliyan, Jawa Tengah, Indonesia
30+ days ago
Job description

Job Description

1. Leadership & Mentorship :

  • Lead and mentor a team of field service engineers, providing guidance on technical issues, best practices, and professional development.
  • Serve as a technical escalation point for high-priority customer issues that cannot be resolved at lower levels.
  • Coordinate and oversee complex installations and repairs, ensuring resources and teams are aligned to meet customer requirements and timelines.
  • Ensure that all field engineers maintain high standards of service, customer interaction, and technical execution.

2. Advanced Installation & System Integration :

  • Lead the installation of advanced systems and equipment, often involving complex integration with customer infrastructure, ensuring adherence to engineering specifications and quality standards.
  • Collaborate with internal teams (e.g., PM, sales, onboarding team) to develop customised solutions for high-end or complex customer requirements.
  • Ensure the proper configuration, calibration, and operational readiness of systems upon installation or upgrade.

    • 3. Troubleshooting & Problem Resolution :

  • Provide expert-level diagnostics and troubleshooting for critical or highly technical equipment failures, often requiring the use of diagnostic tools, Rpa or Ticketing system-based data, and AI-powered platforms.
  • Manage and resolve escalated customer issues, ensuring minimal downtime and high customer satisfaction.
  • Use data analytics, predictive maintenance tools and to identify underlying causes of recurring issues and address them proactively.

    • 4. Proactive Maintenance & Performance Optimization :

  • Lead predictive maintenance programs by analysing data to anticipate and prevent equipment failures before they occur.
  • Work closely with customers to develop and execute proactive service plans, ensuring systems and equipment are continually optimised for peak performance.
  • Conduct site surveys and audits to assess equipment conditions, making recommendations for upgrades, repairs, or improvements that enhance system longevity and customer ROI.

    • 5. Remote Support & Digital Tools Integration :

  • Use remote monitoring tools, Omnichannel app. and AI-based generated video to diagnostics and provide real-time assistance to team and / or customers, reducing the need for on-site visits.
  • Ensure that the service data captured is used to create actionable insights for both field service operations and customer satisfaction.
  • Assist in the integration of digital tools into daily operations, ensuring that engineers are using platforms like digital tools, ticketing systems, mobile apps, omnichannel, and diagnostic tools effectively.

    • 6. Customer Engagement & Relationship Management :

  • Establish and maintain strong relationships with key customers, acting as a trusted advisor for technical solutions and system optimization.
  • Ensure customers are satisfied with service delivery by managing expectations and communicating progress throughout installations, repairs, or service events.
  • Provide technical recommendations for equipment upgrades, system expansions, or new developed technologies that can help customers meet their business goals.

    • 7. Process Improvement & Knowledge Sharing :

  • Collaborate with internal teams to continuously improve service delivery processes, ensuring maximum efficiency, cost-effectiveness, and customer satisfaction.
  • Lead post-service reviews to assess the success of service engagements, gather feedback, and identify opportunities for improvement.
  • Contribute to the development of knowledge bases and standard operating procedures (SOPs) to improve consistency and accuracy in service delivery.

    • 8. Health, Safety, and Compliance :

  • Ensure that all field service activities comply with company policies, industry regulations, and safety standards
  • Lead risk assessments for complex installations or repairs to ensure safe working conditions for both field engineers and customers.
  • Promote a culture of safety within the field service team, ensuring that safety training and practices are continually reinforced.

    • 9. Reporting & Documentation :

  • Maintain accurate and timely records of all service visits, including technical issues, resolutions, parts used, and time spent.
  • Provide detailed technical reports and service updates to management, including root cause analyses, maintenance schedules, and future service needs.
  • Analyze service data to identify trends, potential service gaps, or opportunities for improvement in the field service operation.

    • Additional Skills :

    Project management skills, including the ability to manage multiple priorities and ensure projects are completed on time and within budget.

    Qualifications

  • Bachelor’s degree in Industrial Engineering / Electrical / Mechanical  or a related field, or equivalent technical certification / experience
  • Minimum of 5 years experience in the Field Service industry, with at-least 2 years in a senior technical or leadership role
  • Experience with remote support technologies, such as video assistance, augmented reality (AR), and virtual troubleshooting tools.
  • Proven experience working with high-tech, complex systems and cutting-edge technologies (e.g., RPA, IoT,  Service MaxI).
  • Fluent in English both verbal and written, Mandarin is a Plus
  • Strong leadership and team management skills, with the ability to guide, motivate, and mentor a team of engineers.
  • Excellent customer-facing communication skills with the ability to translate complex technical details into understandable solutions for non-technical stakeholders.
  • Ability to develop and maintain strong client relationships while understanding their evolving needs.
  • In-depth knowledge of mechanical, electrical, and software systems used in the apparel industry (e.g., RFID, PLCs, industrial machinery, Labelling Printers, etc.).
  • Expertise in advanced troubleshooting techniques, both on-site and remotely, leveraging digital tools and data insights.
  • Strong critical thinking and problem-solving abilities, with a focus on quickly diagnosing issues and delivering solutions under pressure.
  • Ability to analyse large sets of data from Ticketing systems and other digital tools to identify patterns, root causes, and areas for improvement.

    • Additional Information

    All your information will be kept confidential according to EEO guidelines.