Field Service Engineer

Tech Services Representative

Individual Contributor - May be known as a Technical Services Representative or Manager or Technical Marketing Representative or Manager. Provides technical interface between customer and company engineering, manufacturing and program management representatives. Provides on-site field technical support, including, but not limited to end-user problem solving, systems integration, pre-and post-compliant investigation and root cause analysis, customer and field sales training, support of new product development and product trials at converters and end-users. This position may also have a Technical Marketing Focus that works with end-users and internal customers to define and adapt to market segment requirements. May be assigned to one or more product
managers in support of one or more product lines.

REPRESENTATIVE ACTIVITIES: Activities and duties will vary dependent upon functional area assigned. Activities may include, but are not limited to:

Client Service Interface:

• Provide training, consultation and support to customers, sales, technical leaders, application consultants and quality consultants in product technology.
• Research customer technical specifications and requirements with current or potential technical specifications of company products.
• Solve customer problems and issues by identifying short-term root cause and corrective actions. Provide expertise for resolving technical problems,
• troubleshoot product and modify/customize product as needed to meet customer needs and requirements.
• Develop potential technical specifications, pricing considerations and contract requirements.
• Timely resolution of formal customer and end-user complaints not resolved by Sales, Technical Leaders or Quality Team.
• Work directly with customers and end-users to define, quantify, and help shape market segment requirements.
• Assess customer needs in order to recommend appropriate products/services. Investigate new applications or improvements to products with customers.
• Coordinate and select customer and end-user trials and innovation days.
• Perform analysis, consult with end-user IT staffs and vendors as needed, and provide systems integration services which may include third-party products .
• Identify opportunities for professional services revenues.

Sales, Marketing, Operations & PTI Liaison and Support:

• Assist company’s functional areas, such as sales and marketing teams in promoting and selling products, services, installations and configurations to customer for specific technical product and/or application of product.
• Prepare and conduct technical sales briefings for customer and company representatives.
• Promote product sales to existing customers and identify new potential customers.
• Support PTI through new product field trials and provide input on CTQ’s for product design.
• Liaison with Operations on customer technical issues and needs, identifying product and process improvements and corrective actions.
• Drive broad product benchmarking studies.
• Translate CTQ’s for new platform and product application development projects.

Technical Administrative & Engineering Support

• Write technical bulletins on field observations.
• Develop a portfolio of internal and customer training tools/presentations.
• Create customer Product Data sheets for new product launches.
• Support converting and application trials.
• Identify and summarize new marketing and technical trends.
• Gain preliminary understanding of regulatory/compliance requirements in targeted market segments.