Field Service Engineer

The Field Service Engineer will assume the responsibility for the execution of planned and unplanned After- Sales/Service activities to sustain and strengthen the ongoing relationship between our customers in our core business areas namely GEA Equipment, Solutions and Service throughout the Equipment, Solution or Service product life cycle. This role demands an aptitude to deliver high quality workmanship, communication effectiveness, and the ability to foster trusting relationships with colleagues and clients to ensure the retention of our customers.  

The Service BA consist of sales & service teams which supports the Equipment BA and Solution BA activities and is lead by the Head of Service. 

THE POSITION 

The Field Service Engineer typically executes the tasks of installation and commissioning of Ammonia equipment, planned and unplanned maintenance and repairs, servicing of equipment as per maintenance schedules, rebuilding of equipment and upgrades & modernization of equipment. These activities are performed mostly on the customer’s site but based on the complexity and operational requirements can also be done in-house in our workshops. The position also entails the identification of customer needs, service opportunity leads and communication thereof to the Service Sales and Service Branch teams, supervisory tasks and customer training. S/he will be the face and first contact of GEA to and with the customer. S/he will adhere to high ethical standards and comply with all regulations/applicable laws and corporate governance. Their efforts place an equal priority on the after sales delivery to BA Equipment and BA Solutions. 

The Field Service Engineer will operate in but not limited to the “location” as indicated above. 

The key responsibilities & priorities for the role: 

• Deliver service execution of the highest quality. 

• Be professional in their dealings and communication with the customer. 

• Identify service opportunities and leads and communicate to the responsible GEA personnel.  

• Be the “face” of the organization. 

The tasks and responsibilities for the role include: 

• Troubleshooting of GEA equipment and other manufacturer’s equipment. 

• Performing of planned and unplanned services and maintenance and repairs to equipment of all types and sizes as per applicable GEA SOP’s and maintenance manuals. 

• Installation and Commissioning of Equipment. 

• Assist in Service Project Execution activities. 

• Overhauling of Ammonia equipment. 
• Travel for business support in Africa.

• Performing of tasks as per the defined and strict schedule to meet the deadline. 

• Carry out site visits, audit and monitor site performance. 

• Gathering and classifying data using various measuring equipment applicable to the equipment. 

• Read gauges and instruments, and adjusts mechanisms such as valves, controls, and pumps to control level of fluid pressure and distribution in systems. 

• Operate various equipment in compliance with legal guidelines. 

• Testing of malfunctioning systems and components using electrical, mechanical, digital, and pneumatic controls. 

• Coordinate with other departments for various purposes like budget expenditures, deadlines, and other technical support.  

• Preparation of quotation estimates for repairs and maintenance, installation, and commissioning of equipment. 

• Maintaining of records of repairs and maintenance of equipment requiring future service as per maintenance schedules, corporate governance, legal requirements, and customer requirements. 

• Coordinating of work schedules with other departments and shops to keep inconvenience to a minimum. 

• Providing of technical direction to service personnel.  

• Adhering and following all HSE governance of GEA and customers

Communication requirements for the role:  

• Internal customers: Employees, Service Managers & Supervisors, Planners, Service Administrators, Equipment & Solutions BA responsible, Service Project Execution, Service Sales, Service Support, Service Branches, Shared Service, Hygiene, Technical Support. 

• External Customers: All Customers including Key Customers, Consultants, Service Providers, Competitors, Industry Associations 

• Type of Communication: Proposals, Quotes, Letters, Memorandums, Electronic Communications, Presentations.  

Overview 

Candidates are likely to have earned a Certificate or Diploma or relevant qualification as an Artisan in one of technical fields relevant to our organization. The successful candidate will be a seasoned artisan/FSE with a minimum work experience of 5 years within our Industry. Correspondingly, the candidate should prove his/her ability to read and understand basic schematics and diagrams in his/her relevant field of expertise. The candidate should have sound knowledge of the Health and Safety acts and legal requirements pertaining to the industry and preferably have completed Health & Safety training courses.  

Experience & Competencies 

Based on the above-mentioned requirements, candidates for the Field Service Engineer position have demonstrated abilities in the following areas: 

Profound experience in either of the following trades: 

• Mechanical  

• Electrical AC & DC  

• Millwright 

• Fitter & Turner 

• Refrigeration 

• Basic & Intermediate Microsoft,  

• Basic Business Finance, Supervisory, Negotiating, Project Management 

Basic competencies, as demonstrated by:  

• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyses information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics. 

• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments. 

• Quality Management - Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness. 

• Cost Consciousness - Works within approved budget; Contributes to profits and revenue; Develops and implements cost saving measures; Conserves organizational resources. 

• Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; supports organization’s goals and values; Respects diversity. 

• Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources.  

• Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect & consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments. 

• Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality. 

• Quantity - Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly. 

• Initiative - Volunteers readily; Undertakes self-development activities 

Interpersonal skills: 

• Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.  

• Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed. 

• Ethics - Treats people with respect; Keeps commitments; inspires the trust of others; Works with integrity and ethically; Upholds organizational values. 

• Motivation - Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence; Takes calculated risks to accomplish goals. 

• Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events. 

• Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals. Completes tasks on time or notifies appropriate person with an alternate plan.