Field Service Representative

Company: Elliott Group
Location: Alexandria
Posted on: March 16, 2023

Job Description:

Overview & Responsibilities

. PURPOSE OF THE JOB
Under the direction of the Field Service Manager the Field Service Representative/Engineer IV provides after sales service.
Supervises the commissioning, overhaul and troubleshooting of Elliott and other OEM equipment at customer's sites, on his/her own, or under the direction of a Project Manager.
Assures that work is carried out in accordance with the customer's expectations or specifications while ensuring that safety, environmental and quality policies are adhered to.
Produces service income for Elliott Company.

BACKGROUND and EXPERIENCE
Requires a Bachelor's degree in Mechanical Engineering plus ten to fifteen years of experience in the field of turbo machinery; or equivalent combination of education & experience.
Supervisory skills.
Must possess a valid passport.
Strong mechanical, thermodynamical aptitude for rotating machinery, as well as commercial aptitude.
Ability to read and understand drawings, technical documentation, blueprints, layouts and schedules.
Ability to write technical documents.
Profound knowledge of electrical and digital systems.
Flexible so can cope with wide variety of problems, customers and site conditions.
Must be willing to work in camps, on platforms and in non-industrialized countries. Tropical fitness is a must.
Good communication skills. Profound knowledge of the English language, verbal and written.
Computer skills - Microsoft Word, Excel, Projects, PowerPoint, Lotus Notes.
Advanced Supervisory Skills.
Ability to lead discussions in training classes and meetings.
Must be capable of representing Elliott Company in a positive manner.
Must be capable of calming difficult situations.
Consulted by others for their ability to identify, understand and analyze complex technical issues.
Decisions are typically based on extensive acumen and seasoning.

NATURE OF THE JOB
What kind of job is this? What terms best describe the principal activities of the job? (Try to identify the 4 most important) developing, creating, designing - directing, controlling, implementing - supervising, administering - collecting, recording, calculating, consolidating, analyzing - persuading, selling, convincing.) Is this a line or staff type position? To what extent are activities covered by policies, precedents or procedures? How much of the job involves responding to new, unfamiliar or original situations?
Principal activities of this job are analyzing customer's problems, collecting and recording product and technical information, to summarize findings, to report product troubles as well as contractual troubles on each assignment. Further, to direct the assigned labor force, which may be Elliott's own labor, customer supplied or contracted and to ensure that equipment is built to the required standards and procedures relating to installation, commissioning, start-up, repair or maintenance work of customer's equipment.
Although some activities are covered by policy, precedent, or standard procedures, most of the work has to be programmed and supervised by the service engineer based on actual site requirements.
As Elliott seldom builds two machines alike or customers seldom use an Elliott machine in identical service, the likelihood of responding to new or unfamiliar situations is a very real and common occurrence.
Advises customer on operating and maintenance procedures, recommends proper parts stocking and overhaul programs to minimize equipment downtime.
Makes performance tests/evaluation.

CONTACT WITH OTHERS
Interacts with others requiring social skills and the ability to understand and influence using data and logic.
Directs the activities of colleagues, customer personnel and contract personnel.
Demonstrates and exhibits superior tact and reasoning skills are necessary to handle significant contact with customers, vendors and subcontractors in the customer's workplace.

Internal contacts:
All levels of management and assigned employees in the following departments: Field Service Operations, Repair Shop Operations, Service Parts Operations, Technical Service, Re-rates and Modifications, After Market Sales, Finance/Accounting, Legal/Contract Administration, Environmental Health Safety (EHS).

External contacts:
Customers, Vendors, Sub-contractors, Sales Representatives/Agents.

Internal and external International Standards Organization & EHS auditors.

Acts mostly as sole company representative while at site.

Regional Section (in addition to above):
Travel requirements expected to be 100%, if not stated differently in the employment letter. Requires a passport to accomplish the travel in addition to visas as needed.
NAO: another external contact is the Union.

SPECIFIC JOB RESPONSIBILITIES/COMPETENCIES
Describe the important activities or duties of this job in a series of numbered sentences or short paragraphs. Try to establish the relative significance of each activity by listing in descending order of importance.
Ensures all work is performed in a safe manner to prevent injury to personnel or equipment, i.e. ensures that safety, quality and schedule are obtained.
Adheres to instructions and guidelines as described in the quality and Environmental Health & Safety (EHS) management systems.
Can be asked to assist in the quotation process and invoicing content for major projects that effect profitability of business decisions.
Handles and coordinates technical issues of a project (Elliott or non-Elliott), such as installation, commissioning, trouble shooting, maintenance or overhaul.
Handles and coordinates commercial issues of a project including field project accounting and warranty handling.
Schedules and allocates personnel and material to execute work scopes, plans and prepares major projects.
Performs safety planning and detailing on major projects. Performs hazard identification and mitigation for all tasks being performed as part of job responsibilities.
Performs the technical job preparation and planning.
Conducts investigations of customer product trouble or complaints including performance problems; reaches conclusions and takes corrective action in conjunction with the Field Service Manager while selling solution both to the customer and within Elliott. May exercise independent judgment and corrective action plan depending on the nature of the trouble and availability of communication lines.
Manages effective field service reporting to assure proper feedback of product or contact trouble to enable finding the root cause and the correction and elimination of problems.
Provides technical direction and assists Field Service personnel on other assignments as directed.
Supervises, directs and controls customer personnel, hired labor and Field Service Representatives and Engineers in the start-up, repair, maintenance or overhaul of equipment.
Operates vibration diagnostic equipment.
Prepares and gives toolbox talks.
Responsible for local purchasing.
Provides training to customer's and own personnel.
Issues work method statements.
Conducts experimental programs for development of modifications to field equipment.
Acts in Site Manager capacity while directing work on Elliott equipment as well as on non-Elliott equipment.
Makes customer courtesy calls to check inventories and promote the sale of parts, inspect new shipments, and sell service in conjunction with the Service Sales Engineer.
Keeps Field Service Manager/Support Engineers promptly and thoroughly informed on all work performed, quality, performance and equipment problems, customer's reaction to equipment, and future sales potential.
Keeps installation back charges from customers and/or mechanical contractors on a minimum through good judgment and prompt action.
Responsible for contributing new ideas to improve product design and appearance, enhance company service, and eliminate troubles.
Issues Service Reports within two weeks of customer job completion noting particular instances with dates and names of persons connected with the services performed on the job.
Promotes customer good will through effective communication and cooperation with customer's personnel.
Assists in resolving Elliott's liability in failure claims or checks validity of customer's claims.
Provides support to all department and company activities as directed by Field Service management.

Equal Employment Opportunity

Elliott is an equal employment opportunity/affirmative action employer and does not discriminate on the basis of race, color, religion, sex, national origin, age, marital status, genetic information, disability, veteran status, or any other characteristic protected by the federal, state or local laws of the United States. Applicants and employees are protected under U.S. federal law from discrimination. To learn more, click here .

Pay Transparency Nondiscrimination Provision
Elliott follows Executive Order 11246, including the Pay Transparency Nondiscrimination Provision. To learn more, click here .

To learn more about our Job Applicant Privacy Notice, please click here .

No agency submissions please. NOTE: Resumes submitted to any Elliott Group employee without a current, signed and valid contract in place with the Elliott Group recruiting team will become the property of Elliott Group and no search fees will be paid.

Keywords: Elliott Group, Alexandria , Field Service Representative, IT / Software / Systems , Alexandria, Louisiana