Technical Service Engineer

Job Title:

Technical Service Engineer

Reports to (Direct):

Technical Service Manager

Reports to (Indirect)

Department/Location:

Technical Service/Field

Work Schedule

Work is mainly Monday thru Friday during business hours, but can vary based on customer needs to include work and/or travel on weekends and during the night.

Size of area of responsibility

United States

Job Purpose

Respond to technical issues at our customers, including but not limited to complaints of product quality, product application changes, equipment or product training, new business/product testing and scale ups, and courtesy calls including product/process audits.

Key Result Areas

1. Product Knowledge – Must understand all four product lines, the key parameters of each, and how they are used by our customers when investigating product quality issues, helping customers change or improve specific applications, teaching customers about our products or equipment, performing initial or scale up product testing, or performing product or process audits.

2. Problem Solving – Must be able to research a process or product, either in person or through data and written accounts to ascertain possible root causes for a non-conformity. Should be able to determine possible corrective actions based on the root cause, including both product and process changes, corrections, or improvements.

3. Technical Report Writing – Must be able to write technical reports that describe the reason for a visit, the actions taken, and the results of those actions clearly, and within a short time frame after the visit. Must be well written, have good spelling and grammar and report facts in a concise manner.

4. Communication – Must be comfortable interacting with all levels of personnel at customer, from operators and maintenance personnel to supervisors, R&D and management to communicate, issues and findings during visits.

5. Data Collection – Must be able to take the appropriate measurements needed for each product line and problem and record the necessary data to report each problem/product. This includes, but is not limited to size, length, weight, time, and temperature measurements as well as basic statistics such as max, min, and averages.

Skill and Competencies Required

Knowledge & Skills & Competencies

1. Business – Will know how casing performance impacts a customer’s business
2. Functional – Will understand all four product lines and how our products are used by our customers
3. Knowledge and experience – Must have experience in the meat industry and be able to perform industry standard computer functions (email, Word, Excel)
4. Educational training required – Technical or Food Industry degrees are plus but food industry experience is required
5. Required Competencies (Flexibility/Commitment to organizational values/Customer orientation/resource management and planning) – Must be flexible and good thinking and making changes on the spot, as the job and the issues can change quickly and Techs are often on their own

People Responsibilities

Directly managed: None

Indirectly managed: None

Freedom to Act

Schedules their own travel based on plans made by manager, and plans can change quickly based on results and customer’s requests. Each customer has different requirements that must be followed while on site, which can determine how much freedom to move about, work, and direct customer personnel is allowed.

Complexity

Will require evaluative judgements that are based on the analysis of factual and qualitative information generally in complicated or unique situations.

Impact on Business Results

Most activities indirectly impact the commercial organization and data is collected or problems analyzed.

Involvement in Business Planning/ Budget

Very little involvement

Communication

Must have good communication skills with the diplomacy and tact to work with customers in their facilities.

Physical requirements

Must be able to lift 100 lbs to work with casings

Environmental conditions of position & any known safety requirements for position

Must be able to work in hot (warehouses) or cold (customer production floors) environments.