Field Service Engineer

Position Purpose:
Installs, repairs and modifies Woodward control systems (hardware and software) at the customer's location with little or no support or supervision. This position reports to the Engineering Supervisor, Field Service Supervisor, Customer Service supervisor, Engineering Manager or Manager Aftermarket Sales and Service.

Essential Functions:

• Prepares for a trip by studying drawings, schematics, manuals and other pertinent information to determine the best solution and proper tools for system set up or problem resolution.
• Consults with customers, field service dispatchers/supervisors to define the scope of work for projects.
• Performs and oversees the installation or replacement of equipment and control software and may direct lower level Field Service Engineer.
• Repairs, replaces or modifies equipment utilizing the knowledge of electrical and/or mechanical systems, along with using standard test instruments and hand tools.
• Uses Woodward hardware and software to analyze malfunctions, configure systems, tune/adjust dynamics and make minor software modifications.
• Instructs and directs customers and/or lower level engineers in operating and servicing Woodward equipment and associated scope of supply.
• Consults with engineering to resolve problems in order to meet or exceed customer expectations.
• Prepares concise service/warranty reports and other relevant job-related paperwork for customers and internal distribution in a timely manner.
• Discusses product improvement opportunities and customer feedback with engineering and management and may take ownership of follow up actions.
• Ensure that open items remaining after returning from job site are properly communicated or handed-over to the appropriate parties and provide input to resolving open items.

Other Essential Functions:

• Works with customers and field service dispatchers/supervisors to define timeline and travel logistics and to provide accurate project cost quotes.
• Periodically performs corrective and preventative maintenance of installed equipment.
• May be responsible for supporting customer service contracts.
• While in the office between field service assignments, the engineer will: Assist engineers with projects, perform Product testing, participate in project Kick Off and lessons learned meetings with engineering, sales and customers; conduct internal and customer training, assist the Technical helpdesk/hotline with answering customer and distributor questions
• Propose departmental improvement activities and take initiative to improve the overall efficiency of the group.
• Participation in 24 hours at site on-call service.
• May involve supervision responsibilities.
• May be stationed at customer site permanently or for extended period of time.

Knowledge Skills & Abilities:

• Strong understanding of Woodward products and applications.
• Strong ability to work with personal computers and various software applications.
• Strong ability to understand and apply abstract system concepts.
• Able to meet customer needs in difficult and demanding situations and mentor lower level Field Service Engineers.
• Strong knowledge in specialized technical field or product family or wide spectrum of general knowledge.
• Ability to work independently and also lead and mentor lower level engineers.
• Strong English verbal and written communication skills. (reports, procedures, etc.).
• Ability to work effectively under tight deadlines and pressure.
• Competent skills in complex problem solving and trouble-shooting, sometimes with incomplete information.
• Ability to effectively communicate with different types /levels of people (technicians and clients, various cultures).
• Demonstrated ability to identify continuous improvement opportunities to improve efficiencies of work.

Education:

• Degree in Engineering – Electronic /Instrumentation or Mechanical

Experience:

• 10 years + experience in relevant field and similar industry