A vital connection - the Field Service Engineer
Every interaction with a customer is important and has to be handled with care. From a first contact with marketing and sales to specialized engineers to installation and maintenance, every employee has to understand the responsibility towards the customer. Each and every one of them is representing the organization.
Today I would like to focus on the work of Field Service Engineers (#FSE). They enter the customer journey after the purchase is made – but they are essential to the successful use of the product and therefore the success of the organization. If the product is not installed correctly it will not perform to the customers expectation. FSE's are the lifeblood of any technology company that delivers on-premise technical work. They install equipment, and help customers to manage their machines over the long term. They provide a necessary service to any business that is operating technical equipment. At GF Machining Solutions, a Field Service Engineer is also responsible for the consultation and instruction of the operators to get the most out of the machines.
During the lifetime of a machine, FSE's perform preventative and corrective maintenance or service interventions – which can be mechanical, electrical or software related. This work requires very skilled and experienced individuals that manage the high degree of complexity – with possibly very limited assistance. Our FSE's work all over the world – and do not always have access to immediate additional support. Every organization (and manager) with an FSE team is aware of the often difficult conditions these valuable colleagues are working in.
Besides the work FSE's do for the customer, they are also an invaluable interface. They understand the customers applications, conditions and environment and are therefore able to improve the relationship with the customer. This knowledge is also very important for sales, marketing and not to forget product development. As extensive and complex the job is, it becomes even more important to provide these employees with all the tools (soft- and hardware) as well as working conditions to make it as easy as possible.
As in the video, a FSE is guiding and supporting our customers. We provide all the technology to make the communication between all parties as easy as possible.
To develop Field Service Engineers, GF Machining Solutions has introduced the Junior Field Service Engineer Introduction Program. This educational program was launched a few years ago, and shows promising results. In alignment with our strategy, which aims to create an inspiring and highly motivating learning culture, we are increasing the learning experience of our technicians by focusing on a learn-and-practice approach in this program:
- Get autonomous on installation. The participants focus on developing their skills on machine installations and maintenance at customer sites for preventive maintenance contracts (PMCs).
- Practice on the field. After spending time with an Academy trainer on a machine, participants will go to their sales company to visit customers and perform on the machines they have studied. For these visits they will be accompanied by a mentor to support them during these first interventions.
- Develop soft skills. Participants will learn softs skills to develop their communication skills in order to approach customers in the most efficient and productive way.
At GF, hiring and retaining talent begins with recruiting the right employees for the right job. When hiring new employees, we try to select individuals who match GF's culture.
If you are interested in a position at GF, check out our vacancies: https://www.georgfischer.com/en/career/vacancies.html
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