Senior Engineer - Technical Services

osition Title:              Senior Field Service Engineer

Department: Technical Operations             

Reports to: Area Technical Manager, Technical Operations. 

Primary purpose: 

The Senior Field Service Engineer - 1 is responsible for providing advanced technical support, managing service operations within an assigned cluster, driving service revenue growth, ensuring customer satisfaction, and supporting the development of Field Service Engineers and Junior Field Service Engineers. The role serves as a key technical resource, supporting the Area Technical Manager in preventive maintenance planning, installation execution, resource allocation, and operational performance management while ensuring the highest standards of service delivery. 

Key Responsibilities/ Accountabilities: 

1. Advanced Technical Service Delivery 

• Lead and perform complex installations, commissioning, preventive maintenance, troubleshooting, repairs, and upgrades of company equipment at customer sites. 

• Ensure optimal equipment performance, reliability, and customer uptime through effective technical interventions. 

• Provide advanced diagnostic support for escalated service issues and implement permanent corrective actions. 

• Serve as the primary technical escalation point for Field Service Engineers and Junior Field Service Engineers within the assigned cluster. 

2. Customer Relationship Management 

• Develop and maintain strong strategic relationships with key customers within the assigned territory. 

• Deliver technical guidance, operational recommendations, and customer training programs to maximize equipment performance. 

• Resolve customer concerns effectively while maintaining high levels of customer satisfaction and retention. 

• Support customer business needs through proactive service engagement and preventive maintenance planning. 

3. Business Development & Commercial Excellence 

• Partner with Sales and Dealer teams to identify customer needs and provide technical expertise that supports business growth. 

• Identify and convert opportunities for Service Contracts, Preventive Maintenance Agreements, spare parts sales, equipment upgrades, and service solutions. 

• Contribute to achieving regional service revenue and profitability targets. 

• Support contract negotiations and customer discussions related to service offerings and technical solutions. 

4. Service Revenue & Financial Accountability 

• Achieve and exceed assigned service sales and revenue targets. 

• Support accurate and timely billing, invoicing, and service contract administration. 

• Monitor and assist in the collection of accounts receivable associated with service activities. 

• Ensure financial compliance and appropriate cost control across assigned service operations. 

5. Preventive Maintenance & Installation Management 

• Assist the Area Technical Manager in developing and managing preventive maintenance schedules for customers within the assigned cluster. 

• Coordinate and monitor timely equipment installations and commissioning activities. 

• Ensure service commitments are completed within agreed timelines and service levels. 

• Optimize technician utilization to maximize service effectiveness and customer coverage. 

6. Cluster Management & Operational Leadership 

• Take ownership of assigned service clusters and oversee day-to-day operational activities. 

• Coordinate workload distribution, service scheduling, and technical support requirements across cluster engineers. 

• Monitor service performance and ensure operational objectives are achieved. 

• Provide guidance and support to cluster engineers in managing customer expectations and service priorities. 

• Escalate critical operational issues to the Area Technical Manager with recommended solutions. 

7. Team Development & Mentoring 

• Mentor and coach Junior Field Service Engineers and Field Service Engineers through technical guidance, field training, and customer engagement support. 

• Provide technical escalation assistance and knowledge-sharing sessions. 

• Foster a culture of continuous improvement, teamwork, and customer-focused service delivery. 

8. Resource Allocation & Cross-Regional Support 

• Support Dynamic Resource Allocation initiatives across multiple territories when requested by management. 

• Assist neighboring service regions during high workloads, critical breakdown situations, major installations, or special projects. 

• Collaborate with service teams across locations to maintain consistent service standards and operational efficiency. 

9. KPI Management & Performance Evaluation 

• Conduct monthly KPI evaluations for Field Service Engineers and Junior Field Service Engineers within the assigned cluster. 

• Track and analyse individual and team performance metrics. 

• Provide performance feedback, coaching, and improvement recommendations. 

• Report KPI trends and operational performance to the Area Technical Manager. 

10. Inventory & Asset Management 

• Oversee personal inventory and support cluster inventory management activities. 

• Ensure adequate spare parts availability to support service delivery requirements. 

• Monitor inventory accuracy, usage trends, stock replenishment, and asset accountability. 

• Maintain company tools and service equipment in proper working condition. 

11. Training & Technical Development 

• Successfully complete all required technical certifications, assessments, and advanced training programs. 

• Maintain expert-level product knowledge and stay informed on new technologies and service methodologies. 

• Support technical training delivery to service team members as required. 

12. Systems, Reporting & Documentation 

• Utilize CRM, technical management platforms, and service software to manage service activities effectively. 

• Ensure accurate and timely completion of Field Service Reports (FSRs), installation reports, maintenance records, and customer documentation. 

• Maintain complete service records and ensure compliance with company processes and quality standards. 

• Analyze service data and provide recommendations for operational improvements. 

13. Quality, Compliance & Safety 

• Ensure compliance with company service procedures, quality standards, and regulatory requirements. 

• Promote and enforce health, safety, and environmental policies across all service activities. 

• Conduct field activities in accordance with customer site safety requirements and company guidelines. 

• Champion a culture of safety, accountability, and continuous improvement. 

Competencies {attitude, skills, typical qualifications and experience }: 

• Bachelor's Degree or Diploma in Electronics Engineering, Mechatronics Engineering, or a related technical discipline. 

• 8–10 years of experience in field service, technical support, equipment maintenance, installation, or after-sales service within Medtech companies.  

• Strong troubleshooting and problem-solving skills.  

• Technical coaching and escalation management 

• Excellent customer service and communication abilities.  

• Technical expertise in equipment installation, repair, and maintenance.  

• Knowledge of CRM and Field Service Management systems.  

• Decision-making and problem-solving 

• Performance management and KPI evaluation 

• Commercial awareness with service sales aptitude. 

• Cross-functional collaboration 

• Time management and organizational skills.  

• Ability to work independently and travel extensively to customer sites.