Lead Engineer, Field Service

Job description

The Impact You'll Make The Field Service Engineer is the technical field-evidence and authorized service owner for assigned customer issues. The role prepares for and conducts onsite or remote technical investigations, documents installation and operating conditions, collects reliable evidence, performs authorized diagnostics or service actions, and delivers objective field reports to support claim handling, root-cause analysis, corrective action, and customer recovery. The FSE represents the company professionally at customer locations and must communicate verified observations clearly while avoiding unsupported conclusions or commitments. The role does not own the formal claim record, final customer claim closure, site root-cause approval, site corrective-action implementation, global QMS policy, or commercial settlement. What You’ll Be Doing Pre-visit Preparation: Review the claim, product configuration, drawings, specifications, operating history, previous service activity, known issues, required tools, safety requirements, and investigation objectives before travel or remote support. Customer Coordination: Coordinate access, timing, site requirements, contacts, equipment availability, operating conditions, and safety expectations through the FSE Manager, CCH case owner, Sales, or designated customer contact. Safety and Risk Assessment: Complete required pre-task and onsite risk assessments; follow customer and company safety requirements; stop work and escalate when conditions are unsafe or outside authorization. Onsite Investigation: Inspect the product, installation, interfaces, environment, controls, operating conditions, maintenance condition, and failure evidence using approved methods. Technical Diagnostics: Perform measurements, functional checks, data-log review, controlled tests, troubleshooting, and fault isolation within approved technical and safety limits. Evidence Collection: Capture clear photographs, video, measurements, serial and lot data, configuration information, software or parameter versions, environmental information, witness statements, and other relevant facts. Sample Management: Identify, label, protect, document, and coordinate shipment of failed parts, fluids, debris, components, or other samples while preserving traceability and chain of custody. Authorized Service: Perform or support approved adjustment, repair, replacement, commissioning, or temporary restoration activities; document the exact work performed and resulting condition. Customer Technical Communication: Explain observed facts, next steps, limitations, and required follow-up clearly and professionally; avoid assigning blame or presenting unverified root cause as fact. Field Reporting: Submit timely, factual, and complete field reports that distinguish observations, measurements, customer statements, analysis, hypotheses, actions performed, and open questions. Technical Support to Investigation: Support Site Quality and Engineering with follow-up questions, test planning, evidence interpretation, reproduction attempts, and verification of corrective actions in the field. Escalation: Immediately escalate potential safety concerns, widespread failure, unauthorized changes, severe application mismatch, recurring defects, product misuse that may create risk, or conditions likely to affect additional customers. Tools and Calibration: Maintain assigned tools, diagnostic equipment, software, calibration status, documentation, and readiness for deployment. Knowledge Sharing: Share field lessons, recurring observations, serviceability concerns, and effective diagnostic practices with FSE peers and relevant quality and engineering teams. Expense and Travel Compliance: Manage travel, time reporting, expenses, customer-site conduct, confidentiality, and company property in accordance with policy. What We're Looking For Qualifications Bachelor’s degree in mechanical, electrical, industrial, manufacturing, systems, mechatronics, or another relevant engineering discipline; an associate degree with substantial directly relevant technical experience may be considered. Typically three or more years of experience in field service, application engineering, product engineering, quality engineering, maintenance, commissioning, manufacturing, or industrial troubleshooting. Demonstrated ability to troubleshoot complex equipment and communicate effectively with customer operators, technicians, engineers, and leaders. Experience working independently at customer sites and managing changing priorities is preferred. Valid driver’s license and ability to meet domestic and international travel requirements, where applicable. Technical Requirements Strong troubleshooting and evidence-collection skills across the assigned product and application portfolio. Ability to read and interpret drawings, specifications, schematics, wiring diagrams, piping diagrams, control logic, installation manuals, and technical procedures as applicable. Ability to use common mechanical, electrical, hydraulic, pneumatic, thermal, dimensional, or data-acquisition tools relevant to the product portfolio. Working knowledge of 8D, 5-Why, cause-and-effect analysis, fault isolation, failure analysis, and corrective-action verification. Ability to prepare clear technical reports with photographs, measurements, data, findings, actions, and open items. Working knowledge of field safety practices, risk assessment, lockout/tagout, electrical and mechanical hazards, and required PPE. Proficiency with standard office tools, service systems, remote collaboration tools, diagnostic software, and mobile documentation tools. Key Interfaces Customer operators, maintenance teams, engineers, quality personnel, and site leadership FSE Manager and other Field Service Engineers Customer Claims Handling case owners and CCH leadership Site Quality, Manufacturing, Operations, Product Engineering, Design Engineering, Application Engineering, and Manufacturing Engineering Sales, Account Management, Product Management, Supply Chain, Warranty, Global Quality, and EHS Success Measures Response time and readiness for priority field assignments Timeliness, accuracy, and completeness of field reports Evidence quality and acceptance by Site Quality and Engineering First-visit effectiveness and reduction in avoidable repeat visits Safe execution and compliance with technical authorization limits Customer feedback regarding professionalism, clarity, and technical support Quality of sample traceability and chain of custody Contribution to faster root-cause determination, effective corrective action, and shared field learning Key Competencies Technical curiosity and disciplined troubleshooting Objective observation and evidence-based thinking Customer focus and professional presence Clear verbal and written communication Independence, adaptability, and sound judgment Safety awareness and willingness to stop unsafe work Organization, documentation, and follow-through Collaboration across cultures, functions, and levels What You'll Get from Us We promote from within and support your learning with mentoring, training, and access to global opportunities. You’ll have flexibility, autonomy, and support to do your best work while maintaining a healthy work-life balance. Your well-being matters to us. We strive to create an inclusive work environment where people of all backgrounds are respected, and valued for who they are. You’ll receive benefits like 13th salary, annual bonus, paid vacation, pension plans, personal insurance, and more. These vary by country and contract, but they’re worth asking about—we think they’re pretty great. Ready to Make a Difference? If this role excites you, we’d love to hear from you! Apply now to start the conversation and learn more about where your career can go with us. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or other protected category.