Roxell Service Engineer

1. Job title:
 

SERVICE ENGINEER

2. Purpose of the position: 

Coordinating the installation of our systems and pursuing optimal use of our products/systems by our external customers (end customer, distributor) and internal customers (colleagues, Internal Sales, R&D, Sales, etc.):

• to explain the operating principles
• to provide technical support and solutions
• to guide and follow up in order to contribute to maximum customer satisfaction.

3. Context / Situation of the position: 
Internal influencing factors:

• R&D/Marketing: in the context of
  • the existing product portfolio (short term) and the new products/systems to be developed (long term)
  • the quality of the solution provided and the speed with which complaints are resolved.
• Sales: in the context of the planning of supervisions
• Colleagues within the Services department: in the context of advice/support
• Work life balance  

External influencing factors :

• The specific work environment (facilities) and the existing and/or available work materials
• The customer and his environment (culture - geographical location - weather conditions)
• The degree of customer satisfaction

4. Position of the jobin the organization: 
Reports to the Technical Support Manager

5. Key result areas :

• Supervisions and problem solving:
  • Prepare supervisions in the context of 'initial installation' 'at the request of the distributor' or in the context of a follow-up visit.
  • Coordinate the installations (mechanical engineering), supervise the commissioning, train the customer (possibly on site)
  • Complete the supervision and - in the context of aftercare – ensure the follow-up of the installations.
  • Ensure that all appropriate follow-up and installation inspections are planned and completed.
  • Document all interventions before, during and after.
•  
  • (Telephone / Email) complaint handling
  • Technical support of internal and external customers (Sales, Internal Sales, end customer, distributor, ...)
  • Enter incidents and notifications in Efficy
  • Proactively resolve and close incidents
• Acquire, keep up to date and share knowledge:
  • Provide specific technical product training at the customer's request
  • Actively encourage Roxell tools.
  • Be prepared on request
  • Provide global training internally/externally (technically).
  • Continuously update technical knowledge and animal management knowledge
•  
  • Pre-sales: provide technical support to the customer.
  • Trade fairs: set up/break down trade fair stand, participate in the fair 10%
  • Follow-up of LPR phase in collaboration with R&D

 KPIs

• Quality of complaint handling (complaint handling time = time needed to resolve the complaint; # of complaints and severity of the complaints compared to the volume sold)

• Personal feedback from the customer
• The level of technical knowledge (including the interest in developing this further)
• The demonstrated flexibility / willingness

6. Training and required knowledge:

• Bachelor of Electromechanics (or equivalent through experience)
• Extensive language skills: English + Spanish is preferred
• Knowledge of MS Office
• Affinity with agriculture is a great advantage
• Willingness to travel (40 to 50%)

7. Competencies :

Manage information

• Analytical skills – Assessment of information

Manage tasks  

• Solution-oriented work (taking initiative, being pragmatic)
• Structure work, priorities , systematics
• Carry out tasks correctly, efficiently and neatly, with an eye for details

Manage relationships 

• Customer-oriented action
• Sense of collaboration
• Open for dialogue (empathize, ask questions)
• Communication skills (oral, written, reporting)

Self-Management       

• Objective / result-oriented / driven
• Develop yourself, open to learn 
• Coping with stress, criticism , resistance