Summary

Plans and coordinates assignments as directed by the HUB Lead or Regional Service Manager. This includes installation, upgrading, and/or troubleshooting technical issues, performing scheduled maintenance and calibration services. Ensures first class service performance in quality of execution, speed of repair as well as appearance towards the customer.

Essential Duties and Responsibilities

• Installs and starts up new equipment, or modifies existing equipment at customer's facility, to ensure proper operational functionality according to the equipment specification & scope of work outlined in the Sales Order or Field Service work instruction.
• Review project scope of supply and budget allowance, and work within the allocated parameters.
• Execute and identify technical issues and service jobs of heat treatment equipment at the customer site to provide on-site technical assistance to help repair, troubleshoot, perform preventative maintenance, calibrations, etc.
• Reviews equipment reports and documentation from the customer and other field representatives to aid in troubleshooting equipment faults.
• Analyzes results and makes recommendations for repair or replacement of faulty components, and/or other corrective actions.
• Coordinates problem solving activities through central support structure, including Tech Support, AMS Parts group, Engineering, or Customer Service Managers, to expedite required repairs.
• Identify and promote up-/cross-selling potential for services of heat treatment equipment at the customer site.
• Function as first point of contact for customers with existing service contracts.
• Plan and schedule service jobs in coordination with the Regional Service Manager.
• Accurately and timely record hours worked, job assignments, and submit expense reports.
• Document performed service jobs and record possible warranty claims
• Trains on essential skills through workshops, bulletins, and on-the-job shadowing, based on field insights and company offerings. May be required to attend Ipsen FSE Academy located in Cherry Valley, IL.
• Develops and conducts customer training on the equipment in a safe manner, covering both the equipment and related components.
• Works safely and follows all Ipsen safety protocols and policies. This includes strict adherence to Lock-Out/Tag-Out, Confined Space protocols, etc., as well as customer site-specific safety trainings.
• During slow or open time, the FSE will schedule courtesy customer visits to inspect equipment and advise customers to any potential service needs.

Knowledge, Skills, and Abilities

• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Ability to promote a professional appearance and represent Ipsen positively.
• Ability to calculate figures and amounts, proportions, percentages, area, circumference, and volume.
• Ability to apply concepts of basic algebra and geometry, service area, volume, and pressures.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Knowledge of basic computer operations and software programs.
• Possess strong mechanical and electrical aptitude and skills.
• Possess good problem-solving and troubleshooting skills with hands-on mentality.
• Ability to work independently with minimal supervision and key decision-making skills.
• Possess strong customer service focused mentality.
• Must have a current, valid driver’s license and service automobile insurance coverage as stated in the Ipsen Travel Policy.
• Ability to travel up to 90% of the time, mostly domestic with occasional international.

Education and Experience

• High School Diploma or GED equivalent required.
• 2 years of related industrial equipment operation and/or maintenance experience and completion of an intensive industry training program or 4+ years of related industrial equipment operation and/or maintenance experience.
• Experience in equipment calibration, pyrometry, vacuum, thermal and TUS experience preferred.

Physical/Visual/Mental/ Environmental Factors

The demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Regularly required to stand; walk; use hands to finger dexterity, handle or feel objects.
2. Regularly required to use close vision, hear and talk.
3. Regularly required to reach with hands and arms
4. Regularly required to lift and/or move up to 25 pounds, frequently lift and/or move up to 50 pounds and occasionally lift and/or move up to 100 pounds.
5. Frequently required to climb or balance; stoop, kneel, crouch, or crawl
6. Occasionally required to sit.
7. May be assigned to locations with high level of noise.
8. Regularly required to climb up to 6 ft with safety harness.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.