Service Engineer

Service Engineer 

Company Overview 

Waterfield Tech enables companies to select, design, and deploy tailored customer engagement solutions from the world’s leading providers enhanced by cutting edge Applied AI. The results are happier customers, enhanced insights, and lower costs.  

Once live, we empower companies to support, optimize, and modernize those solutions and AI applications, leading to lower risk and increased efficiency.  Our client-centric process and track record of success have earned the trust of clients around the world when it comes to customer interaction.  

We value our people—their diversity, their dedication, and their commitment to customer satisfaction. We encourage each other. We understand the value of hard work and the importance of a healthy balance. We’re all on the same page… even though we may get there from different perspectives. All in all, it’s a pretty cool place to be and we’re growing our global team of engineers, sales professionals, and creative souls.  

Position Summary 

As a Service Engineer, you will play a crucial role in ensuring the effective installation, maintenance, and repair of our products or systems. You will work closely with customers, internal teams, and external partners to provide top-notch technical support and ensure customer satisfaction. The ideal candidate should possess a strong technical background, excellent problem-solving skills, and exceptional communication abilities. 

Key Responsibilities 

Technical Support and Troubleshooting: 

• Provide technical assistance to customers via phone, email, or on-site visits to diagnose and resolve technical issues related to our products or systems. 

• Conduct thorough analysis of complex problems, identify root causes, and develop effective solutions to minimize downtime and enhance product performance. 

Installation and Commissioning: 

• Plan and execute the installation and commissioning of our products or systems at customer sites, ensuring proper integration and functionality. 

• Collaborate with cross-functional teams, including project managers and sales, to ensure smooth project execution and customer satisfaction. 

Maintenance and Repairs: 

• Conduct routine maintenance and inspections of installed systems to proactively identify potential issues and perform necessary repairs or updates. 

• Develop and implement preventive maintenance schedules to ensure long-term reliability and optimal performance of products. 

Customer Interaction: 

• Establish and maintain strong relationships with customers by providing exceptional service, addressing their concerns, and offering technical advice to optimize product usage. 

• Effectively communicate complex technical information to non-technical customers in a clear and understandable manner. 

Documentation and Reporting: 

• Maintain accurate records of all service activities, including troubleshooting steps, repairs performed, and parts used, using appropriate documentation tools. 

• Generate detailed service reports for internal and external stakeholders to track service history and identify trends. 

Product Improvement: 

• Collaborate with the product development team to provide valuable feedback from the field, contributing to the enhancement of product design, features, and reliability. 

Training and Knowledge Sharing: 

• Conduct training sessions for customers, technicians, and colleagues to impart knowledge about product operation, troubleshooting, and maintenance best practices. 

Safety and Compliance: 

• Adhere to company and industry safety guidelines and regulations while working on-site, ensuring the well-being of yourself and others. 

• Stay up-to-date with relevant industry standards and certifications to maintain compliance. 

 
Qualifications 

• Proven experience as a Service Engineer or similar technical role, preferably in the field of [specific industry or technology]. 

• Strong analytical and problem-solving skills, with the ability to quickly adapt to new technologies and troubleshoot complex issues. 

• Excellent communication skills, both written and verbal, for effective customer interactions and internal collaboration. 

• Proficiency in using diagnostic tools, software applications, and standard office productivity software. 

• Ability to work independently and in a team, with a high level of initiative and attention to detail. 

• Willingness to travel frequently for on-site visits and possess a valid driver's license. 

• Customer-centric mindset and a passion for delivering high-quality service. 

Physical Requirements 

• Sitting: Ability to be able to sit for long periods of time. 

• Lifting: Ability to lift equipment and or tools up to 20 pounds. 

• Manual dexterity: Hand-eye coordination and manual dexterity to operate equipment and perform tasks such as assembling or disassembling machinery or devices. 

• Vision: Normal or corrected vision to work with small parts and/or read schematics or technical manuals. 

• Hearing: Normal or corrected hearing to communicate with colleagues or customers. 

• Agility: Agile and able to work in tight spaces such as server rooms, data centers or other. 

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Waterfield Tech is proud to be an equal opportunity employer. 

Waterfield Tech believes that all persons are entitled to equal employment opportunity and does not discriminate against its Employees or applicants because of race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, citizenship status, disability, protected medical condition, military status, genetic information, or any other basis prohibited by applicable federal, state, or local law. This policy extends to all aspects of our employment practices including, but not limited to, recruiting, hiring, training, discipline, promotion, transfers, compensation, benefits, leaves of absence, termination, and all other terms and conditions of employment.