Job title:  Service Engineer
Division/Department: Service and Quality
Directly reports to:    Service Manager

JOB PURPOSE:
A Service Engineer will be responsible for the troubleshooting, Calibration, Servicing, Installations and Repairs of all Nikon Metrology X-Ray Systems at customer sites. The Field Service Engineer maintains documentation for each job carried out and ensuring the documentation is returned to the Service Department, completed once the job is complete

KEY AREAS OF RESPONSIBILITY
Responsible for meeting daily service repair needs and driving customer satisfaction
Installation, Calibration, Repairs and maintenance of equipment in the field; provides customer training as required.
Be a technical expert on his product domain, follow trainings, and provide trainings
Documents all inspections, maintenance, repair work and submits paperwork in a timely manner
Ensuring parts and consumables are available for jobs and return of parts if required making sure that serial numbers are logged of parts replaced.
Participates in service sales opportunities and assists with promoting and implementing revenue programs.
Ensures that tools and test equipment are properly maintained and calibrated
Provide technical support to service customers.
Establishes and maintains a close relationship with departments in order to support the needs of the customer and remain aware of current technical trends.
Comply with and ensure department compliance with Company health, safety and environmental policies.
Identify product and process improvements.
Other duties as required.

ANCILLARY RESPONSIBILITIE
The service engineer needs to work on his own; he needs to solve the customer cases, and can ask advice.
As he is most of the times alone at customers site, he needs to communicate well with the back office.
He has to have a high level of problem solving skills, thinking out of the box.

QUALIFICATIONS

Essential:
HNC / ONC or equivalent through experience working on technical products
Experience with technical products
Excellent IT skills for working with Windows, Word, excel and outlook
Computer literacy, competency in use of all programs within MS Office Suite
Technical background: electricity, mechanics, electronics, pneumatics

Desirable
Field service experience/ Customer oriented
Customer service skills

COMPETENCIES

Functional competencies
Work fully independent
Able to take the right decisions to make our customers satisfied and keep the work under control
Technical background to understand our machines to the highest detail
Stress resistant
Flexible for unexpected changes in the planning: travel worldwide, weekend work
Driven to succeed

Core competencies  
Be pro-active:
Broad minded and well informed in order to act quickly and resolutely
Prepare visits with care, so customer satisfaction level goes up
Give feedback to all people involved
See improvements to be made and get them implemented

Seek new knowledge:
Pioneer new potential through self-study and insatiable curiosity
Always want to learn more on the products, to become expert

Communicate well:
Harmonise diverse skills by thinking out of the box and communicating effectively with others
Share the knowledge you have with your colleagues.
Be a team player
Be able to communicate well, in general English (or other local languages)

Display integrity:
Work with diligence and sincerity as a responsible individual
Take care of the Nikon tools and machines, as if it were your own
Work independent and take responsible decisions
Make the right decisions to improve the overall customer experience from Nikon

Embrace diversity:
Welcome and value different talents, perspectives and diverse cultures
Being able to work with all departments all over the company, in all countries
Listen to all inputs of every person to get the job better done